Senior Customer Success Account Manager

Job Description:

This position is responsible for working directly with designated accounts, providing personalized service to effectively become an extension of their tax and technical teams. Act as the primary point of technical contact, coordinating with Support, Professional Services, Sales, Product Management, Development and Research teams to effectively manage the technical customer relationship. Ensure customers achieve the most value from their Vertex solutions as their needs evolve, proactively working with customers to identify opportunities, potential issues and other areas that are important to ensure success. Engage with customers to accelerate adoption of features, increase and sustain product usage and facilitate a positive feedback loop between Vertex and the customer to meet their future needs.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Identifies and investigates client issues and circumstances, and provides recommendations, alternatives, risks and benefits. Identify and engage Vertex SME’s when applicable.
• Collaborates with the Vertex Solution Owners, Account Executives, the Center of Excellence (COE) and others to determine software and solution offerings to maximize revenue within a business channel.
• Identifies best practices for customers and proactively engage clients to ensure success.
• Provides on going analysis and feedback to ensure best practices are being followed by Vertex
• Onboards new CSAM customers working closely with other Vertex teams like Vertex Consulting, Sales and Support to provide smooth transition after the sale, during implementation, and post go-live
• Serves as the primary liaison between the Vertex Support and the client. Act as a point of escalation to ensure client satisfaction.
• Develops and successfully implements best practice solution methodology and trains others on these methods.
• Ensure designated accounts are successful, satisfied, referenceable, and renew in out years by leveraging O series technical, product, and customer experiences to proactively engage assigned customer account technical and management contacts to facilitate the planning implementation of their Vertex solution.
• Ensure customers are informed and engaged by providing periodic status reports of their known issues and proactively notifying represented customers of potential issues that might impact their implementation. Periodically conduct two site visits per year depending on customer position in deployment phase.
• Ensure customer intellectual product capital is captured and represented by interacting with key internal stakeholders involved with Vertex product decision making process including business strategy team members, commercial program management team members, IMC, CRD, and support management, and Vertex Consulting Practice stakeholders.
• Leverage the use of internal tools such as Oracle to capture customer engagement information.
• Engage internal stakeholders to achieve desired results with represented customers. Routing routine issues to the appropriate group in Vertex to best handle the issue using designated channels and tools.
• Balance Vertex and departmental goals with customer goals by establishing realistic customer expectations aligned with Vertex business strategies.
• Negotiate reasonable win-win solutions to complex technical problems.
• Work with Technical Account Manager team to assist with and train on complex accounts.
• Enhance job knowledge by attending formal Vertex product training, attending external skill specific training, attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Identifies cross-sell & up-sell opportunities within the customer base to broaden the Vertex footprint within the customers environment.
• Manages the cross-sell & up-sell opportunities through to closure applying the agreed upon sales methodology.
• Occasional travel required.
• Participate in other projects or duties.

SUPERVISORY RESPONSIBILITIES:

• N/A

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong technical applications and business management skills.
• Working knowledge of Vertex Tax Products software operation.
• Familiarity with information technology practices, and ERP systems deployment.
• Demonstrated business acumen.
• Excellent conflict management and demonstrated negotiating skills.
• Ability to listen and understand information and communicate the same.
• Must possess good organizational skills.
• Must be results oriented, customer focused, and exhibit good interpersonal skills.
• Proficiency in Microsoft office packages.

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EDUCATION AND TRAINING:

• Bachelors degree required and/or equivalent experience.
• 5+ years applications support experience.
• Or equivalent combination of education and/or experience

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.