Strategic Account Manager (EdTech

Job Title:	Strategic Account Manager
Business Unit:	Infobase	Department:	Customer Success
Direct Reports:	No	Reports to:	Senior Director, Customer Success
Travel:	Occasional: 30%	Location:	Remote

Job Summary

The Strategic Account Manager (SAM) is responsible for retaining and expanding revenue from an assigned base of Infobase’s Strategic Accounts. The SAM will play a pivotal role in onboarding, fostering and enhancing these key client relationships. The SAM will be responsible for understanding client needs, identifying growth opportunities, and implementing cross-selling strategies to maximize revenue. This position involves active participation in crucial discussions with client contacts to understand their needs and expectations, developing an annual strategic plan for each client, hosting quarterly health checks to ensure progress toward the plan, while gauging the overall health of the relationship.

Essential Functions

- Achieve or exceed annual revenue target (or budget) for assigned base of Strategic Accounts.
- Secure annual or multi-year renewal commitments from Strategic Accounts.
- Grow revenue and engagement from Strategic Accounts by up-selling new services to existing clients.
- Create, implement, and maintain written annual or multi-year plans for each account, with a focus on maximizing revenue through renewal and upsell strategies.
- Devise plans to strengthen and expand client contacts within each account, fostering long-term relationships.
- Perform comprehensive quarterly assessments for each account, ensuring content consistency and adherence to established standards set at the beginning of each year.
- Implement initiatives to increase customer usage, engagement, and overall satisfaction for existing clients.
- Facilitate and actively participate in regular client account management meetings, ensuring effective communication and alignment with client objectives.
- Conduct thorough research to understand and document client usage of competing products, providing valuable insights for strategic decision-making.
- Gain insights into and document timelines and processes for repurchasing both our products and those of competitors, including involvement in RFPs and other procurement processes.
- Analyze, understand, and document the client's buying and evaluation process, including identifying decision-makers, influencers, and other key stakeholders.
- Take a proactive approach to lead all strategic plan components, ensuring precise execution of account actions outlined in the strategic plan.
- Manage the usage intervention process, utilizing strategies to enhance client experience, product adoption, and overall satisfaction.
- Lead/Participate/Engage in client onboarding processes as assigned, ensuring seamless transitions for clients, and optimizing initial experiences.
- Actively lead or participate in providing product training and demonstrations to clients as needed to ensure usage KPIs are achieved and maintained.
- Demonstrate flexibility by providing support for key accounts as needed, contributing to workload demands and ensuring overall team success.

Knowledge, Skills & Abilities

In-depth knowledge of the education technology industry and understanding of current trends and challenges.
Exceptional written and verbal communication skills to effectively engage with clients and internal teams.
Strong analytical and problem-solving skills to address client issues and optimize their use of our products.
Ability to manage multiple client accounts simultaneously, ensuring deadlines and milestones are met.

Core Competencies

Demonstrated commitment to understanding and meeting the needs of clients.
Ability to work collaboratively with internal teams to address client needs and improve overall product satisfaction.
Flexibility to adapt to changing client requirements and evolving industry dynamics.

Key Accountabilities/Metrics

Achieve and maintain the revenue target (or budget) for assigned accounts.
Success in executing the established strategic account plan and achieving Key Performance Indicators (KPIs).
Achieve targeted Client Engagement rating as measured through usage, strategic plan execution progress, client surveys and other mechanisms.
Attainment of growth quota, including cross-selling and expansion targets.

Minimum Qualifications

Bachelor's degree in Business Administration, Marketing, Sales, or a related field.
5 Years relevant experience in Strategic Account Management, B2B Sales or related field, including selling or cross-selling solutions to drive revenue growth.
Experience in the Education Technology industry a plus.

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