VP Strategic Account Management
Job Description
Position: VP of Strategic Account Management
Location: hybrid; Atlanta, GA
TekStream is looking for a VP of Strategic Account Management to join our team! The VP will be responsible for post-sale customer value, retention, and growth. This role will bridge the gap between initial sale and long-term partnership through strategic guidance, relationship building, and data-driven insights. The VP will be responsible for customer retention, renewals, expansion, service optimization, and overall brand loyalty. They will work directly with a portfolio of customers, while building a team of Strategic Account Managers (SAMs). The VP and SAM team will partner with sales, delivery and engineering to optimize value realization for our customers.
Core Responsibilities & Focus
- Customer Advocacy: Acts as the "CEO of the customer," deeply understanding their business, goals, and pain points to ensure product adoption and value realization.
- Revenue Growth: Drives expansion (upsells/cross-sells) and prevents churn, directly impacting recurring revenue, especially in subscription models.
- Strategic Advisor: Consults with clients, offering innovative solutions and future-state visioning, not just reactive support.
- Team Leadership: Manages Strategic Account Managers (SAMs), focusing on their skills (relationship-building, product knowledge, data analysis) and ensuring they deliver positive customer experiences.
- Cross-Functional Collaboration: Works closely with Sales, Delivery, and Engineering teams to ensure a seamless customer journey from prospect to loyal user.
Key Skills & Traits
- Business Acumen: Understands customer industries and strategic objectives.
- Data-Driven: Uses data and AI to predict needs, monitor health, and personalize engagement.
- Consultative: Offers strategic advice to advance customer engagement, with a customer first mindset.
- Relationship Builder: Fosters deep, trusted relationships.
Impact on Sales
- Seamless Handoff: Integrates CS early in the sales process to set expectations for post-sale engagement.
- Identifies New Opportunities: Deep customer insight uncovers expansion potential that sales can then pursue.
- Contract Renewals: point of contact for customer contract renewals.
Requirements / Qualifications:
- 10+ years of experience in Account Management, strategic road mapping and sales of complex technical solutions, ideally in the cybersecurity or cloud managed services space.
- Deep understanding of enterprise technology strategy.
- Experience developing strategy and implementation of a Customer Success program.