Now Hiring - VMS Software, Inc - Information Technology Senior Account Manager in Boston, MA

Senior Account Manager, Strategic Accounts

The Senior Account Manager works within a team of Account Managers focused on a portfolio of enterprise-level accounts and is responsible for the growth, management, retention, and satisfaction of these accounts. This role and the team will partner with assigned clients to understand their current and future business and technology relationships with VMS Software. They will lead internal and external efforts to guide customers toward the optimal, mutually beneficial relationship.

About VMS

VMS Software holds the exclusive rights to the OpenVMS operating system and several related software products. We provide over 1000 customers with products, support and services to help them run mission critical systems and applications. We are close to 200 people in the organization, and we invest heavily in product development to help OpenVMS users to protect and realize the full value of their application investments.

Our headquarter is located in the heart of Boston with a European office in Copenhagen, Denmark.

You will be joining a multinational team with customers all over the globe and be part of realizing our vision: By linking the past to the future, we help OpenVMS users to protect and realize the full value of their application investments.

About you

The ideal candidate will have a strategic and tactical understanding of commercial account ownership with prior experience handling key accounts while also being responsible for adoption, renewals, and expansion in their assigned customer base. The Senior Account Manager will be instrumental in creating and implementing VSI’s account management and growth strategy. As such, prior experience executing strategies for Subscription, Managed, and Cloud services offerings are highly desired.

This is a cross-functional role, focused on working with customers as well as internal teams, including Implementation, Customer Support, Development, Product, and Marketing.

Ultimately, the Strategic Account Managers are responsible for advocating for customers and working to ensure customer retention and satisfaction.

Responsibilities

The ideal candidate has impeccable relationship-building and the ability to build trust with our customers. project management skills. The role requires client management and organizational skills, resourcefulness, and a passion for addressing the most complex business and technological challenges.

As a person, we imagine you to have excellent communication, customer service and interpersonal skills. You are a self-starter with solid organizational skills, can efficiently handle multiple issues at once, and have a strong ability to solve problems in a resourceful and data-driven manner.

You are passionate about cultivating strong client relationships, and since this role requires you to collaborate across the organization and with external stakeholders, we expect you to have proven experience in building strong relationships, also with CXO’s and other business decision-makers. We are a growing business, and this would require you to be flexible and agile in responding to evolving business priorities.

Tasks will include:

• Optimize customer lifecycle by executing programs and initiatives to improve engagement approaches within the assigned customer base while participating in a culture of continuous improvement.
• Maintain consistent communication with clients, identify new business leads and evangelize VMS Software products and services
• Participate in the renewal process, proactively assess risk landscape, escalate when appropriate, communicating business value alignment, and develop save and close plans accordingly.
• Establish a communication plan and a regular business rhythm for client communication
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
• Develop sufficient expertise of VMS Software products and services offerings and use that knowledge to make customers successful in their business and identify opportunities for upsell/cross-sell.
• Understand how customers use VMS Software products, identify their needs, challenges, and ideas, and bring the voice of the customer to the internal team to develop and enhance products and services
• Maintain an understanding of customers' immediate, short and long-term business needs to protect, retain and increase revenues.
• Interface with other departments to share ideas, communicate service offerings, and identify and deliver new solutions for clients.
• Support stakeholders at VMS Software’s complex customers and help develop innovative strategies to drive engagement.
• Help execute the overall vision and strategic plan for the account management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Be an active leader in identifying and building out efficiencies in VMS Software’s customer-facing teams.
• Be an inspirational role model by aligning your efforts to the mission and vision of the organization.

Qualifications

• 5+ years customer success, account management or client relations experience within an Enterprise software company
• Experience developing and managing B2B customer relationships with key enterprise accounts
• Experience with the execution, and overview of account plans
• Ability to partner with clients to understand their organizational needs and recommend solutions that add value to their business
• Strong negotiation skills with a problem-solving attitude
• Demonstrated understanding of value-drivers in recurring revenue business models
• Comfort constructing and negotiating MSAs, SOWs and renewals
• Experience using a CRM
• Excellent project management, organization, and communication (both verbal and written) skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook)

Personal qualifications

• High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth
• Proven ability to meet and exceed retention targets.
• Ability to manage customer expectations and be assertive, persistent, and persuasive
• Demonstrated ability to understand customer requirements and translate into a quantifiable solution
• Adept at mediating and managing conflict and turning detractors into happy customers
• Ability to effectively prioritize workload and manage changes in priority and direction
• Works well in a fast-paced, ever-changing environment