Strategic Account Manager I

Who You Are

You think about an account the way its leadership does. You take the time to understand the customer's business model, strategic priorities, what they're measured on, and how events tie to their strategic priorities and goals, who the key stakeholders are and what’s important to them. Retention and growth follows from that. You have strong business acumen and commercial skills, you're curious and you drive discovery that surfaces unstated opportunities, you’re analytical, use judgment and exercise critical thinking, and are comfortable making a commercial case with real numbers behind it. You manage your accounts from a position of strength based on your knowledge and insights into your accounts.

You see the big picture and can get into the details when it matters. You work well with others, share what you know, and you're a few steps ahead of risk instead of reacting to it. If you like building long-term partnerships and pushing for growth when the opportunity is there, you'll be right at home at Swoogo.

What You'll Do

You'll report to the VP of Account Management and own a portfolio of high-value accounts. You will deliver retention and expansion from knowing your customers' priorities better than anyone else on the account and showing them value long before renewal comes up.

You'll work closely with CSMs, Finance, Legal, and Product. A strategic renewal here means it's tied to an account plan, positioned against the competition, and backed by a multi-year story about the value the customer is getting, not just a contract that gets signed on time. 

Every day will look a little different, but in general you will:

• Build and keep an account profile and plan for each customer, company profile and strategic priorities, use case and recommendations, whitespace and expansion analysis, and event tech stack, so you know where the growth is before anyone asks.
• Map the stakeholders and buying committee in each account: who has influence, who makes the decision, what’s important to each stakeholder and what the politics look like.
• Run effective discovery to find the priorities customers haven't said out loud, and use what you learn to shape the plan.
• Build the business case with each customer. Executive business reviews are where you connect Swoogo to their own strategic goals and show quantified ROI and outcomes.
• Develop multi-threaded relationships with senior stakeholders and act as a trusted advisor to them.
• Spot renewal risk early in partnership with CSMs and decide when to push, when to hold, and when to bring in help.
• Negotiate multi-year agreements from a position of knowledge, with the customer's usage, value, and alternatives in hand.
• Keep track of the competitive landscape, industry trends and other event solutions used at the customer’s organization.
• Work with Finance, Legal, and Product to structure deals that make sense for both sides.
• Bring customer insights to leadership to inform pricing, packaging, and the product roadmap.
• Keep renewal forecasts and the expansion pipeline current in Salesforce.

What You've Done Before

• You've worked in SaaS account management, ideally in enterprise or strategic segments. 
• You've done account planning and whitespace analysis, shown customers ROI and outcomes, and negotiated complex multi-year deals. 
• You have experience managing relationships with  VP and C-level stakeholders at large, complex enterprise organizations
• You've managed a book of business with a focus on GRR and NRR. You know how to balance corporate rigor with customer empathy, and you work with urgency, precision, and care.

Benefits, & How We Work

Learn more about Swoogo, how we work, and our Perks & Benefits.

Swoogo is committed to providing a work environment free from discrimination, sexual harassment, and all forms of abusive conduct. We do not tolerate harassment or discrimination of any kind—whether committed by managers, peers, clients, or vendors. We strictly comply with all applicable employment laws, including Title VII of the Civil Rights Act, the Americans with Disabilities Act (ADA), and the Age Discrimination in Employment Act (ADEA).