Job description

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role. **

About TCP (TimeClock Plus)**

For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook.

You will primarily be responsible for retaining and growing the existing enterprise revenue. You will do that by monitoring churn risk, facilitating customer adoption, and expanding revenue for existing customers. You will proactively identify engagement opportunities across a number of accounts to focus efforts based on value, perceived health, potential growth, strategic value, and renewal timeframe.

You are responsible for reducing churn risk, aligning customers’ business goals to TCP capabilities, assisting with escalations, understanding customer expectations, and sharing best practices. You’ll leverage industry best practices to grow strategic customers. The end result is increased customer satisfaction, retention, and expansion of the TCP footprint. **

As a Strategic Account Manager, You Will**

Optimize the customer lifecycle from onboarding to renewal
Report effectiveness of team’s efforts through industry standard and use case specific metrics and KPIs
Increase the lifetime value of accounts and reduce churn by maximizing product adoption, monitoring customer satisfaction (NPS), and improving overall account health
Provide feedback and insights that help define and enhance our product roadmap, marketing collateral, upsell, and renewal strategies
Ensure global strategic account success
Ensure that customers derive maximum value from their investment in TCP products, identify new opportunities, and collaborate with appropriate business units to ensure growth
Partner with all necessary departments within TCP to ensure removal of barriers to maximum adoption.
Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's expectations where appropriate, resetting them when applicable
Respond to customer escalations for accounts under management

You are a strong fit for this role if you have:

Bachelor’s Degree in related field required
5+ years of experience in customer-facing teams
Demonstrable experience in ensuring customer success with SaaS application deployed at large global organizations
Proven experience working with global teams
A strong understanding of Salesforce.com, Tableau, Jira, Confluence, and O365
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Ability to prioritize, and perform effectively under pressure
Strong knowledge of business processes, mobile business applications, and automation
Proven effectiveness at leading and facilitating meetings and workshops
Enthusiasm and creativity as a leader
Experience driving a high NPS rating
An analytical mind: You will use frameworks, data, key metrics, and analytical tools to help structure the team’s thinking, evaluate, and optimize the customer experience and facilitate alignment across multiple stakeholders to reach insightful, actionable answers to challenging and ambiguous problems

Benefits