VP, Account Management

Edelman • Full-time • Seattle, WA, US • $143k - $227k / year • 2m ago

Edelman is a voice synonymous with trust, reimagining a future where the currency of communication is action. Our culture thrives on three promises: boldness is possibility, empathy is progress, and curiosity is momentum.

At Edelman, we understand diversity, equity, inclusion and belonging (DEIB) transform our colleagues, our company, our clients, and our communities. We are in relentless pursuit of an equitable and inspiring workplace that is respectful of all, reflects and represents the world in which we live, and fosters trust, collaboration and belonging.

Edelman’s continued evolution as the leading communications consultancy will require paramount focus on product development (technology and services) that leverages data and AI to transform its own and its client’s businesses. To achieve this vision, Edelman is building a critical new AI driven division that consists of four primary departments. Each department has a specific role and responsibility in the development, delivery and deployment of AI and data solutions across Edelman and the communications industry.

We are seeking an entrepreneurial and strategic Vice President of Account Management / Customer Success to join our team. In this foundational role, you will be responsible for building and scaling the account management and customer success functions from the ground up. You will develop the processes, workflows, and team structure necessary to support our dual offering of SaaS solutions and consulting services. Additionally, you will play a key role in supporting professional service engagements, ensuring our clients adopt our technology and realize its full potential through tailored consulting and strategic guidance.

Responsibilities:

- Function Building & Leadership:
- Establish and define the account management and customer success functions, including the creation of processes, workflows, and best practices that align with our business goals.
- Build and lead a high-performing team of account managers and customer success professionals, setting the foundation for future growth and scalability.
- Develop and execute a strategic vision that integrates both our SaaS offerings and consulting services, ensuring a cohesive approach to client engagement and success.

Client Engagement & Retention: Serve as the primary point of contact for key clients & internal stakeholders, building strong relationships and ensuring they derive maximum value from our SaaS solutions and consulting services. Lead the development and execution of client engagement strategies that drive satisfaction, retention, and expansion. Design and implement frameworks for tracking and improving customer success metrics, including satisfaction, retention, and upsell/cross-sell opportunities.
Consulting & Professional Services Support: Collaborate closely with our consulting and professional services teams to ensure seamless delivery of strategic engagements, from initial scoping to execution and follow-up. Provide strategic guidance to clients, helping them integrate our solutions into their broader business strategies and achieve measurable outcomes. Lead efforts to align our account management and customer success activities with consulting engagements, ensuring a unified approach to client success.
Operational Excellence: Develop and refine operational processes to ensure efficient and effective client management, including onboarding, adoption, and ongoing support. Implement tools and systems to support the account management and customer success functions, including CRM, analytics, and customer feedback mechanisms. Regularly assess and optimize workflows to ensure the highest levels of client satisfaction and operational efficiency.
Growth & Expansion: Drive the identification and pursuit of new business opportunities within existing accounts, working in tandem with sales and marketing to support expansion strategies. Establish a scalable model for customer success that can grow with the company, including the development of training programs, success plans, and client education initiatives. Advocate for the voice of the customer internally, influencing product development and service offerings to better meet client needs.

Qualifications:

- 10+ years of experience in account management, customer success, or a related field, with a proven track record of building and scaling teams and functions.
- Experience in the digital intelligence, social analytics, SaaS, PR & Communication and consulting services industries is highly desirable.
- Entrepreneurial mindset with a strong ability to lead and execute in a startup-like environment.
- Exceptional strategic thinking and leadership skills, with the ability to influence and drive change across an organization.
- Strong interpersonal and communication skills, capable of building relationships at all levels, both internally and externally.
- Data-driven approach to decision-making, with the ability to leverage analytics and insights to drive client outcomes.
- Experience managing complex, multi-stakeholder relationships and delivering exceptional client service in both SaaS and consulting contexts.
- A deep commitment to customer success and a passion for helping clients achieve their business goals.

Why join us?

- Impactful Work: Play a key role in transforming the workflows of the leading PR/communications firm globally.
- Collaborative Environment: Work with a diverse and talented team, driving innovation across multiple disciplines.
- Professional Growth: Opportunities for continuous learning and development in the rapidly evolving field of AI.

$143,000 - $227,000 a year

An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of DJEH’s total compensation package for employees. Other rewards may include annual bonuses, a Paid Time Off policy, and region-specific benefits.

#LI-KW1

Edelman is committed to diversity, equity and inclusion and proud to be an equal opportunity employer. We welcome and encourage racially and ethnically diverse people, members of the LGBTQ community, veterans, parents, individuals with disabilities and members of any and all protected classes to apply.