Senior SaaS Client Relationship Manager

Manage all high-profile multi-location accounts (+75 locations)

Manage accounts that are key to company initiatives and other line of businesses

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, 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 highlight the value of the platform

Provide consultative expertise to uncover customer pain-points and collaborate internally to find solutions

As applicable, document specific account requirements and work back with 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

Job Specifications

Typically has the following skills or abilities:

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 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 roles that are remote (i.e., Work From Home (WFH)) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

#LI-EYEFINITY

Compensation 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. For more information regarding VSP Vision benefits, please click here.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

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