[Hiring] Senior SaaS Client Relationship Manager @VSP Vision Care

Role Description

Manage enterprise/large retail customers with 75 or more locations for Eyefinity. Empower customers to increase the adoption of Eyefinity’s SaaS (software as a service) platform in order to maximize business value realization. Demonstrate the ability to manage challenging account issues proactively and effectively. Utilize expert product knowledge, optical industry expertise, and consultative skills to strengthen and grow client relationships. Help evolve internal and external processes to support both customer and enterprise strategic initiatives.

• Manage all high-profile multi-location accounts (+75 locations)
• Manage accounts that are key to company initiatives and other lines of business
• Proactively monitor key accounts to identify problematic issues
• Escalate client issues to the appropriate business partners and drive solutions as needed
• Use expert platform knowledge and optical industry knowledge to provide in-depth consulting that yields measurable results to individual clients
• Recommend and develop workflow process and system changes that will deliver quality service to external customers that also benefits enterprise initiatives
• Develop and maintain account/success plans for each customer that outline strategies, initiatives, and key activities that help enable customers to successfully utilize the Eyefinity platform
• Conduct business reviews on a quarterly basis
• Build and nurture strong relationships with executives and key individuals within the account and continue to highlight the value of the platform
• Provide consultative expertise to uncover customer pain points and collaborate internally to find solutions
• Document specific account requirements and work back with the Product Management team for inclusion in the product roadmap
• Contribute to and collaborate as required on department and organizational projects, task forces, and client-focused initiatives
• Provide Subject Matter Expertise (SME) for internal software initiatives or projects
• Act as the "Voice of Customer" for ongoing product development and feedback, partnering cross-functionally with Sales, Product, Engineering, Support, and Marketing to achieve and maintain high satisfaction levels and ensure client retention
• Strive to find the right balance of acting as the voice of the customer while also representing and supporting business goals and objectives
• Partner with the Support Organization to identify opportunities to drive down support costs by analyzing metrics, identifying knowledge gaps, and implementing training and other activities that will decrease support cases
• Act as primary conduit for strategic marketing initiatives by promoting the value of Eyefinity products to key accounts through satisfaction results, service performance results, technology advancements, and quality or production advancements
• Collaborate with 3rd party vendors to help address business challenges and opportunities while driving additional revenue for Eyefinity
• Act as a primary mentor for other Client Relationship Managers to provide recommendations, tools, processes, and training to advance the goals and compliance of the team

Qualifications

• Bachelor’s degree in Business Administration or related field or equivalent experience
• 4+ years of account management experience
• 4+ years of retail/operation management within the multi-location optical industry environment
• In-depth understanding of software and optical industry
• Subject matter expert with all Eyefinity products and services
• Proven strong leadership and communication skills with the ability to influence business partners and effectively partner with senior-level management
• Ability to lead account-related project teams
• Ability to manage multiple concurrent account implementations and business issues
• Proven ability to adapt to change quickly and work effectively within an agile environment
• Skill to target communication to audiences including Eyefinity Senior management and outside organizations
• Proven problem identification and solving capabilities
• Ability to travel
• For remote or hybrid roles, must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

Compensation

Salary range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions.

• Salary Ranges: $63,000.00 - $108,675.00

Equal Opportunity Employment

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability, or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.