Strategic Account Manager

3 weeks ago

Burlington, United States Widewail Full time

Widewail is a Burlington, Vermont based startup focused on helping local businesses effectively get and manage online customer reviews. By integrating with our customer's business management systems we send SMS and email invitations inviting their clients to leave a review. Widewail then monitors and responds to reviews on behalf of the businesses. Responses include SEO rich text in order to attract new customers to our client’s business and improve overall local search ranking. Negative review management requires collaboration with our clients to ensure that responses best reflect their voice. Our customer base is growing fast and we are looking for additional team members to help us meet our growing demand by expanding our current product offerings and bringing new products to market.

Come help grow a Burlington Startup



Strategic Account Manager Overview:

The goal of the Strategic Account Manager is to build, maintain and enhance client relationships while serving as the day-to-day contact and primary liaison between Widewail and the client. You will be responsible for product adoption, churn prevention, account growth (upsells), and account success.


What you’ll do:

  • Deliver product adoption reports per account to the Director of Sales or other designee on a quarterly basis
  • Be responsible for receiving client specific requests and coordinating with product teams to prioritize and deliver status updates.
  • Act autonomously, but know when to pull in subject-matter-experts as needed.
  • Own ongoing outreach, first line of technical support, training and client specific reporting.
  • ​​Become a Widewail platform expert - from internal functions related to onboarding and support to external capabilities accessible by customers with any range of permissions
  • Develop a deep intuition for the root causes of customer issues and become an expert troubleshooter.
  • Develop a scalable process to proactively identify new strategic accounts as existing accounts and newly acquired customers meet the qualifying designation.
  • Maintain an ongoing dialogue with your accounts and nurture Widewail’s relationship with our strategic customers
  • Own the creation and delivery of tailored quarterly business reports to all assigned customers as well as supporting additional reporting requests.
  • Create a Strategic Account specific experience at Widewail, including but not limited to: regular client-facing webinars, custom training for new employees, communications related to product/feature enhancements and new product releases

Other responsibilities as defined by leadership.


Preferred Skills

  • Excellent written and verbal communication skills
  • Some experience doing data analysis and creating custom reports
  • Comfortable working with key stakeholders at all levels of an organization (internally and externally), including executive and C-level.
  • Comfort with a fast-paced environment and managing multiple work streams.
  • Creativity and resourcefulness - the Strategic Account Manager role requires you to work in a semi-autonomous nature. Solving problems and accessing necessary data without engineering assistance will be required from time to time to satisfy the immediate needs of our key customers


Compensation & Benefits

  • Medical, Dental, Vision, HSA, FSA, DCA
  • Company funded Lifestyle Spending Account
  • Employer match 401K
  • Paid Parental Leave
  • Generous paid vacation, sick time, and holiday plans

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