The Strategic Account Manager – Member Success is part of the Sales and Business Services Department, which resides on the Member Engagement team and reports to the Director of Strategic Accounts Member Success. As a Strategic Account Manager – Member Success, you will oversee your assigned strategic and high value accounts, manage engagement strategies, and ensure renewal targets are achieved. The Strategic Account Manager – Member Success will ensure member satisfaction through consistent and relevant communication during onboarding, renewals, upsells, and offboarding.

What You'll Do:

• Leverage in-depth knowledge of all CIS services and local/regional specific initiatives and/or needs to create and maintain high quality customer relationships

• Engage in high touch programs to ensure key initiatives expressed by the account during onboarding are being achieved or exceeded

• Work with the Director of Strategic Accounts Member Success to develop key performance indicators (KPIs) for each strategic account and track against them at least quarterly for both internal and external visibility including the portal

• Obtain consistent member feedback on products and services to inform process and product improvement opportunities

• Identify and provide guidance on product and service offerings to meet the needs of our members

• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewals to on-time closure

• Collaborate with the Engagement team to develop engagement strategies that impact strategic accounts

• Work with the other member success teams to ensure customer experience is streamlined and identify areas for automation and improvement

• Identify and anticipate upcoming customer renewal/upsell opportunities and coordinate and execute these opportunities through to completion

• Identify automation opportunities throughout the member journey

• Connect members to appropriate technical support teams as needed

• Ensure reporting and communication is frequent and bi-directional

• Manage all activities through Salesforce

• Deliver effective presentations to key decision makers

• Travel, up to 25%, for speaking engagements, conferences, etc.

• Other tasks and responsibilities as assigned

What You'll Need:

• Bachelor's degree in a technical or business discipline*

• 5+ years of renewal or account management experience

• Proven ability to meet and exceed customer success and retention goals

• Ability to resolve customer concerns and issues, and communicate advanced concepts

• Proven success in building and maintaining successful relationships with existing customers and channel partners

• Familiar with and fluent using Microsoft Office and CRM

• Excellent interpersonal and communication skills

• Problem solving, time management, and decision-making skills

• Ability to accommodate mission-based travel as needed

• Must be authorized to work in the United States

It's a Plus if You Have:

• Technical selling experience for IT software or hardware

• Experience in state and local government procurement and contract management

• 3+ years of Salesforce experience

• Experience working in an agile business environment

*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.

Compensation Range:

$91,900.00 - $160,800.00