About Widewail

Widewail is a Burlington, Vermont based startup solving a key problem for many businesses -how to efficiently and effectively deliver the very best customer service experience while simultaneously influencing prospective customers to choose their business. By integrating with our client’s  business management systems, Widewail invites our client’s customers to review their recent experience, then monitors and responds to reviews on behalf of the businesses. These responses are expertly crafted to include key content that attracts new customers and improves overall local search rankings. By further collaborating with our clients, Widewail  ensures that responses to negative reviews successfully address the customer’s feedback while encapsulating the client’s voice. Our client base is growing fast and we are looking for additional team members to help us meet our growing demand by expanding our current product offerings and bringing new products to market.

Strategic Account Manager Overview:

The goal of the Strategic Account Manager is to build, maintain and enhance client relationships while serving as the day-to-day contact and primary liaison between Widewail and the client. You will be responsible for product adoption, churn prevention, account growth (upsells), and account success.

About the role:

• Deliver product adoption reports per account to the Director of Sales or other designee on a quarterly basis
• Be responsible for receiving client specific requests and coordinating with product teams to prioritize and deliver status updates.
• Act autonomously, but know when to pull in subject-matter-experts as needed. 
• Own ongoing outreach, first line of technical support, training and client specific reporting.
• ​​Become a Widewail platform expert - from internal functions related to onboarding and support to external capabilities accessible by customers with any range of permissions
• Develop a deep intuition for the root causes of customer issues and become an expert troubleshooter.
• Develop a scalable process to proactively identify new strategic accounts as existing accounts and newly acquired customers meet the qualifying designation.
• Maintain an ongoing dialogue with your accounts and nurture Widewail’s relationship with our strategic customers
• Own the creation and delivery of tailored quarterly business reports to all assigned customers as well as supporting additional reporting requests. 
• Create a Strategic Account specific experience at Widewail, including but not limited to: regular client-facing webinars, custom training for new employees, communications related to product/feature enhancements and new product releases
• Other responsibilities as defined by leadership.

Preferred Qualifications

• Excellent written and verbal communication skills
• Some experience doing data analysis and creating custom reports
• Comfortable working with key stakeholders at all levels of an organization (internally and externally), including executive and C-level.
• Comfort with a fast-paced environment and managing multiple work streams.
• Creativity and resourcefulness - the Strategic Account Manager role requires you to work in a semi-autonomous nature. Solving problems and accessing necessary data without engineering assistance will be required from time to time to satisfy the immediate needs of our key customers

Compensation & Benefits

• Salary range: $40-58,000 commensurate with experience
• Medical, Dental, Vision, HSA, FSA, DCA
• Company funded Lifestyle Spending Account
• Employer match 401K
• Paid Parental Leave
• Generous paid vacation, sick time, and holiday plans