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Description

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.

We are seeking an Account Director for our commercial customer success team. Account Directors will have ultimate accountability for the strategic planning, retention, and growth of our key accounts. They will be responsible for creating a customized account strategy aligned with the needs and opportunities of the customer. Strategies will leverage customer and industry knowledge and insight, and will include aspects of value creation and delivery, risk mitigation, growth via cross- and upsells, and renewals. ?Account Directors will consult with and align Account Executives and any other pertinent resources to execute account strategies. They have a talent for building strong customer relationships and will also be responsible for developing new relationships with senior and executive leadership to build awareness and loyalty to ensure retention and drive growth. They are self-motivated and operate with a certain level of autonomy. They are exceptional communicators and collaborators. They are professionally curious and driven to excel.

What You'll Do:

• Develop industry expertise within the assigned client base to stay updated on industry trends, competitors, and market dynamics to anticipate potential threats and opportunities.
• Develop strong knowledge of Vector Solutions products and services to be able to align appropriate solutions to meet the specific needs of each client.
• Leverage industry, product, and subject matter expertise to create and execute account strategies designed to deliver or reinforce value, uncover and mitigate risk, and drive growth and expansion within your book of business.
• Organize and manage cross-functional teams or efforts to ensure a successful customer experience and lifecycle on all aspects, from Implementation to Renewal.
• Serve as primary contact for influencers, decision makers, and leaders in your book of business.
• Coordinate regular business reviews to define and achieve success against customer goals.
• Proactively communicate platform updates, best practices, and progress against open issues to your book of business.
• Delegate tactical tasks and issues to appropriate account team members.
• Serve as the internal voice of the customer to be a liaison between your book of business, your sector’s broader customer base, and internal technical teams to drive action that directly contributes to overall customer satisfaction, retention, and upsell.
• Serve as a point of escalation for customer support issues.
• Identify and act on potential areas for new revenue generation.
• Develop and execute strategies to drive product adoption and usage, leveraging deep product expertise to deliver maximum value for customers.
• Provide a consultative sales approach through an extended sales cycle.
• May conduct product demos that focus on potential solutions for clients.
• Partner with or delegate sales cycles to Account Executives based on size, complexity, and expertise.
• Confirm, negotiate, and secure renewals with a focus on growth.
• Create and manage a pipeline and forecast of open renewals and growth opportunities.
• Consistently meet or exceed net retention and open renewal goals as set by management.
• Additional duties as assigned.

Requirements

• Ability to perform in a self-managed environment.
• Excellent interpersonal skills needed to develop strong business relationships with clients.
• Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software.
• Confidence in presenting new ideas to clients and high-level executives.
• Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.
• Excellent communication skills verbal and written in addition to presentation skills.
• Strong work ethic and ability to work independently with minimal supervision.
• Excellent organizational skills.
• Ability to adapt to new conditions, assignments, and deadlines.
• Excellent time management, goal setting and prioritization capability.
• Thrives working in a fast-paced, team environment.
• Able to travel up to 30% of the time to assist customers when needed.
• Bachelor’s degree in a related field preferred.
• 3-5 years’ experience in a customer-facing, service-oriented position focusing on relationship management.

What You Can Expect From Us:

• Friendly, open, and casual work environment
• Comprehensive benefits package effective the first of the month after hire
• Matching 401(k) retirement plan
• Healthy work-life balance with flexible work arrangements and generous time off
• Generous referral incentive program
• Tuition Reimbursement Program
• Pet Insurance
• OnePass Gym/Wellness Discount Program
• Calm Health-Employee Membership
• Company social events
• Employee Resource Groups
• Philanthropic opportunities

What We Value:

• Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
• Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
• Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
• Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
• Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
• Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
• Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.