About the Role
This position is for a Strategic Account Manager responsible for maintaining and developing commercial relationships with highly regulated financial institutions. You will be managing complex accounts, ensuring the delivery of outcomes, enhancing commercial performance, fostering executive relationships, and nurturing long-term strategic growth for a diverse portfolio that includes global banks, hedge funds, asset managers, and energy firms operating under stringent regulatory frameworks.
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Your primary goal will be to guide clients in building or enhancing their unified controls frameworks, which integrate communications surveillance, trade surveillance, compliant archiving, and policy management into a cohesive control system. This necessitates a comprehensive understanding of each client’s progress on their journey, ensuring that the company meets their immediate needs while positioning the platform to support their broader controls framework over time. You will have full ownership of your accounts, including relationship management, client satisfaction, retention, and growth, while operating autonomously in strategizing account approaches, renewals, escalations, and high-level relationships.
What You'll Bring
- Enterprise compliance technology experience: Knowledge of how communications surveillance, trade surveillance, compliant archiving, and policy management operate within unified control systems at regulated financial institutions, and how clients evolve their compliance posture.
- Financial services regulatory knowledge: Understanding of regulatory requirements that influence client demand, including communications monitoring, trade reconstruction, and archiving mandates across various sectors such as banking, hedge funds, asset management, and energy.
- Multi-stakeholder account management skills: Ability to navigate complex organizational structures, engaging with both executive-level stakeholders and operational practitioners, such as Heads of Surveillance and technology teams.
- Commercial lifecycle management acumen for SaaS: Ownership of the renewal and expansion cycle, including retention strategy development, churn forecasting, negotiation, and partnership with Account Executives to develop pipelines and understand the link between delivery health and commercial outcomes.
- Escalation management and operational accountability: Complete responsibility for ticket triage and resolution across your portfolio, effectively managing multi-workstream escalations and fostering relationships with Product, Engineering, and Support teams to expedite solutions.
What You'll Do
- Account health monitoring and risk identification: Proactively assess account health and identify risks across various domains by analyzing ticket trends, stakeholder signals, and adoption metrics, and initiate intervention plans independently.
- Executive business review design and delivery: Create and lead QBRs and EBRs that engage executives, focusing on discussions around compliance posture, regulatory risks, control maturity, and detailing platform value rather than just providing product updates.
- Renewal ownership and churn forecasting: Manage all account renewals, develop retention strategies, lead negotiations, and successfully close renewals while accurately forecasting churn risks and creating mitigation strategies based on account health data.
- Expansion identification and commercial execution: Independently drive inbound expansion deals, collaborating with Account Executives on strategic accounts, focusing on delivering value while crafting compelling commercial approaches based on customer insights.
- Delivery follow-through and client communication management: Lead client communications regarding delivery issues, ensuring that all commitments to clients are tracked and fulfilled, while translating technical updates into actionable insights for the clients.
What We Offer
- A global mission supported by a passionate community across various locations
- Significant impact and learning opportunities through innovative endeavors
- Highly competitive compensation package
- Comprehensive health benefits covering the employee and family
- Generous time-off policy along with a flexible working schedule
Please note that:
- Interviews will focus on genuine conversations without AI tools or assistance; such action will lead to disqualification from the hiring process.
- To ensure fairness, interviews may be recorded for internal review purposes.
