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Strategic Account Manager

Published on 01.02.2023


Website :
Industries :
IT, software engineering, Internet
Job ads : See our Job Ads
SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining... read more

Job Ad & Profile Description

Position : Strategic Account Manager

SMG – Service Management Group is hiring a Strategic Account Manager to join our team!  

SMG is a leader in experience management (XM) for customer experiences (CX), employee experiences (EX), and brand experiences (BX). Our unique software with a service (SwaS) platform drives engagement for our clients’ customers and employees and helps them achieve the highest satisfaction ratings. We apply what we have learned to our own employees’ experiences with a 100% remote workforce that embraces personal growth and diversity. This role is responsible for managing relationships with our most valued customers. 

As a Strategic Account Manager, you will responsible for achieving sales quota and assigned strategic account objectives. The Strategic Account Manager will also represent the entire range of company products and services to assigned customers, while leading the customer account planning cycle and ensuring assigned customers’ needs and expectations are met by the company.

The Strategic Account Manager captures and synthesizes relevant data regarding the status of the customer relationship for incorporation into account scorecard tracking and strategic performance reviews.

In this position, you will:

  • Serve as the main point of contact for your assigned accounts.
  • Get to know your assigned accounts to understand their opportunities and challenges.
  • Identify how our company can support the customer’s opportunities and challenges.
  • Monitor the satisfaction level of your customer accounts and report progress to internal stakeholders.
  • Be on point as the internal company contact regarding your customer accounts.
  • The Strategic Account Manager maintains and expands relationships with strategically important large customers.


  • Establishes productive, professional relationships with key personnel in assigned customer accounts.
  • Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
  • Meets assigned targets for sales volume and strategic objectives in assigned accounts
  • Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for mutually agreed periods.
  • Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
  • Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel

Accountability Measures

  • Achieves assigned sales quota in designated strategic accounts.
  • Achieves assigned revenue retention targets in designated strategic accounts.
  • Achieves strategic customer objectives defined by company management.
  • Completes strategic customer account plans and scorecards that meet company standards.
  • Maintains high customer satisfaction ratings that meet company standards.
  • Completes required training and development objectives within the assigned time frame.
Required profile for job ad : Strategic Account Manager


  • Knowledge of / experience in the Customer Experience Measurement space including up to date awareness of company’s competitors and market specific practices in the target region
  • Minimum 5 years strategic sales and account management experience in a technology based B2B sales environment
  • Excellent communication and interpersonal skills with an aptitude for building strong client and internal relationships
  • Demonstrated ability to request and orchestrate the support of colleagues in a shared services setting
  • Strong negotiation skills with a problem-solving attitude
  • Strong appreciation for sales automation tools designed to facilitate CRM goal management and account mapping
  • Available to travel as required

What we offer to our talent:

  • This is a fully remote, permanent, full-time position. You can work from anywhere.
  • Unlimited paid leave and 14 weeks of paid parental leave offered to all our associates globally.
  • Ample opportunities to learn and grow.
  • Diverse, experienced, and friendly team which will welcome you, support you and challenge you.
  • We are proud to be an equal opportunity employer. We celebrate diversity and create an inclusive work environment in which all our colleagues experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to the company’s success.
Job criteria for job ad : Strategic Account Manager
Job category :
Accounting, controlling, finance
Industries :
IT, software engineering, Internet
Employment type :
Permanent contract - Fixed-term contract
Region :
Blantyre - Central - Lilongwe - Mzuzu - Northern - Southern - International
Experience level :
5 to 10 years
Educational level :
Key Skills :
company management
Number of Position(s) : 1
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