Strategic Account Manager

Job Description: Strategic Account Manager 

Making your next move count 

At Openforce, you will find a career experience that will challenge you, satisfy you, and make you proud to work for this Software as a Service (SaaS) and services company. Teamwork and transparent communication are the hallmark of this company. The focus is on high-performance, high customer service and delivery standards. Openforce is a well-established company with an excellent reputation in our industry with a ‘start-up’ feel. Openforce delivers the leading integrated cloud software suite for the independent contracting community, including recruiting, onboarding, settlement pay, compliance, insurance, and retention. 

Position Summary 

As a key Business Development team member, the Strategic Account Manager plays a vital role in delivering post-sale high-quality strategic support to Openforce clients of all sizes. You will collaborate closely with the Client Solution Specialist, supporting clients within your assigned book of business and beyond. This role involves effectively maximizing client use of the Openforce platforms and seeking areas for new revenue. 

The Strategic Account Manager takes ownership of ensuring all clients are using products and features of our platform to alleviate the administrative burden for the client. Strategic Account Managers perform data analysis of client accounts and meet with the client to review their findings and assist in the development of short- and long-term initiatives between the two partners. Success in this role requires becoming an expert in Openforce's software and services, leveraging exceptional communication, building and maintaining relationships, and analytical and problem-solving skills.  

This opening supports our growing Southeast book of business. We're looking for a Customer Success/ Account Management professional with a proven track record of account expansion and upsell revenue, strong executive presence, and the ability to turn client relationships into growth. Candidates must reside in the Central Time Zone (CST). 

Responsibilities 

• Serve as the lead point of contact for assigned book of business including post-sale support, business reviews, expanding product offerings, and maintaining the business relationship 

• Upsell and/or cross-sell Openforce and selected partners’ business solutions and products; meet or exceed annual sales quota 

• Proactively identify whitespace and expansion opportunities across the account base; build and execute account growth plans in partnership with Sales and Product to convert opportunities into closed revenue 

• Communicate effectively with clients, including strong executive presence, de-escalation, and relationship management skills; develop and maintain a trusted advisor relationship with client stakeholders, executive sponsors, and all other users of our system 

• Ask probing questions, restating to ensure understanding, and explaining product features and value to ensure maximum use of the system to meet client business needs; look past the client’s initial requests for additional solutions 

• Ensure the timely and successful delivery of solutions to client requests, working both internally and externally to support the needs of the client 

• Prepare detailed quarterly account reviews, including forecasting and possible revenue opportunities and bi-annual full account reviews for the Executive Team 

• Meet with clients regularly to maintain the business relationship and formally through Strategic Business Reviews; ensure all oral and written communication is professional and easy to understand 

• Supports internal User Acceptance Testing (UAT) Efforts 

• Update and maintain client profiles using the CRM tool, including notes from formal and informal communication with the client 

Competencies 

• Communication: Effectively communicate using varying methods, i.e. video calls, in-person, written, presentation, etc. Ability to effectively influence key stakeholders at all levels of an organization, strong executive presence, and to provide a firm yet empathic message as needed. Effectively manage meetings and ensure messages are clear, concise, and customer focused. 

• Sales: Continuous education on effective sales techniques with a focus on the MEDDICC sales method, the ability to identify the needs of the client and provide solutions that produce revenue. Demonstrated success turning account relationships into expansion, upsell, and renewal revenue. 

• Customer Service: Using white-glove customer service, emotional intelligence, and interpersonal skills, approach each client (internal or external) or situation with a positive and solutions-driven demeanor. The ability to make and maintain relationships both internally and externally. 

• Drive: Use internal drive to work proficiently within internal and external working teams and independently from a remote location. The ability to seek answers and continue working through difficult tasks while maintaining communication and deadlines. Remain organized, focused, and results-driven. Remain accountable to your performance and clients at all times. 

Experience and Education 

• Bachelor's degree or equivalent relevant experience 

• 3+ years of experience in Customer Success, Strategic Account Management, or a related client-facing role, with a demonstrated track record of driving expansion and upsell revenue 

• Must reside in the Central Time Zone (CST) 

• Prior experience and knowledge with supporting SaaS clients as well as working with Software Product Management and Engineering teams  

• Comfortable using collaboration and CRM tools such as Atlassian (Confluence & Jira), HubSpot, Monday.com, Claude, and other such programs 

• Proficient in MS Office applications (e.g., Outlook, Word, Excel, PowerPoint, Teams) 

• Knowledge of file management, transcription, and other administrative procedures 

The Perks 

• Continued training and career development 

• Eligible for participation is the Presidents Cup award (Sales award) 

• Full Benefits Package including medical, dental, vision, and 401k match 

• Vacation, Sick, and Holiday Pay  

Job Type:  Exempt, Full Time 

Salary: Salary, Commissions Eligible 

Travel: 50 – 75%, client office visits, tradeshows, industry events, etc. 

Passion, excellence, respect, accountability, and having fun are just the beginning. Openforce believes that our culture is at the core part of what makes us successful.  We are looking for someone who understands good culture and will help shape it as it evolves.