Senior Account Manager

4 days ago

Annapolis, Maryland, United States Crisis24 Full time
About Crisis24

Crisis24, a leading integrated risk management and crisis response firm, serves the world's most influential people and organizations. Our advanced Global Operation Centers and skilled team of intelligence analysts offer highly specialized services, security, and consulting solutions across the globe.

Job Summary

The Senior Account Manager is responsible for end-to-end ownership and development of a portfolio of accounts. Key responsibilities include consultative solution selling, client relationship management, upsell, subscription renewal management, customer satisfaction, and success.

Key Responsibilities
  • Serve as lead point of contact for assigned clients throughout the account lifecycle.
  • Develop and implement strategic account plans and relational strategies for each assigned account with clearly defined short-term objectives.
  • Establish trusted advisor relationships with assigned account decision makers, client stakeholders, and executive sponsors.
  • Collaborate with the Sales team to onboard and integrate new clients.
  • Identify and develop new business opportunities by presenting, recommending, and upselling Crisis24 products, solutions, and services within existing clients.
  • Coordinate with cross-functional internal teams to achieve sales objectives and performance goals.
  • Lead quarterly and annual reviews with client executives and end users to assess, clarify, and validate requirements, needs, and goals.
  • Lead coordination and support of ad-hoc client issues and escalations.
  • Forecast and track key account metrics, including quarterly and annual renewals, upsells, at-risk results, retention, and forecasts.
  • Maintain all client and pipeline information in the CRM application.
  • Prepare comprehensive reports and presentations on account status, client sales, and strategy.
  • Develop and demonstrate a deep understanding and knowledge of Crisis24's client value proposition, solution offerings, highlighting Crisis24 capabilities and differentiation from competitors.
  • Maintain current knowledge of company strategies, products/solutions/services offerings, and product roadmap.
Requirements
  • Minimum 10+ years' experience in key account management, sales, or a related field, with experience selling SaaS solutions, technical product lines, managed services, and product & services extensions.
  • Industry experience within security, medical assistance, travel risk management, duty of care, business continuity, risk management, and organizational resilience preferred.
  • Demonstrated ability to communicate, present, and influence credibly and effectively with key stakeholders and at all levels of an organization.
  • Experience delivering client-focused solutions to support customer needs with the ability to think and act strategically.
  • Demonstrated ability to identify, develop, and shepherd opportunities to close, particularly in the realm of security, risk management, business continuity, and medical assistance.
  • Proven ability to manage multiple client accounts and prioritize competing tasks while maintaining sharp attention to detail and follow-through.
  • Proven ability to understand clients' business and fit with Crisis24's products and services.
  • Passionate about Crisis24's business and industry, eager to master product and service knowledge.
  • Excellent listening, facilitation, and presentation skills.
  • Strong negotiation skills with a problem-solving focus.
  • Strong interpersonal skills, including oral and written communications.
  • Experience with CRM software (e.g., Salesforce), MS Office, MS Teams, SharePoint, JIRA, and Help Desk Support Software.
  • Periodic travel required (approximately 30-40%).
  • BA/BS degree in a business or technical-related field. Graduate degree preferred.
Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

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