Senior SaaS Client Relationship Manager
At a glance
Senior Account Management role at VSP Vision. Remote, United States · full-time · $63,000–$108,675 base.
growthroles summary, based on the employer's posting.
What you'll do
- Guide enterprise retail customers with at least seventy-five locations toward stronger adoption and value from the Eyefinity platform
- Create account plans, hold quarterly business reviews, and build relationships with customer executives and key contacts
- Spot account risks early, coordinate issue resolution with internal partners, and bring customer needs to Product Management
- Use optical and platform expertise to recommend workflow or system changes that improve service and support business goals
- Share customer feedback across teams, help reduce support cases, and mentor other client relationship managers
What you bring
- At least four years managing accounts, plus four years in retail or operations for multi-location optical businesses
- A business administration degree or equivalent experience, and deep knowledge of software and the optical industry
- Expertise across Eyefinity products, with strong communication, leadership, and problem-solving skills
Who this fits
This senior role suits someone experienced with large, multi-location optical accounts who can advise clients while supporting business priorities. The position is remote within the United States, requires travel, and calls for confidence engaging virtually, including keeping your camera on during meetings. It also includes mentoring other client relationship managers.
From the employer
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
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.
Salary Ranges: $63,000.00 - $108,675.00VSP 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.
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.
Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.
We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities.
As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
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