VP Account Management

Job Summary:

The Vice President of Account Management will be responsible for ensuring the highest level of client satisfaction as well as driving client retention and growth. As a senior leader, you will work closely with the executive team to develop and implement strategies to optimize customer experience, increase revenue opportunities, and contribute to the company’s overall success. The VP of Account Management will manage a high-performing team of account managers, build relationships with key clients, and advocate for client needs within the organization.

Key Responsibilities:

•  Leadership & Strategy:
  
  
  
  •  Ensure consistent delivery of exceptional customer service and exceed client expectations.
  
  
  •  Develop and execute a comprehensive account management strategy aligned with the company’s business goals and customer success objectives.
  
  
  •  Collaborate with senior leadership to refine and evolve the company’s customer engagement, retention, and growth strategies.
  
  
  
  


•  Client Relationship Management:
  
  
  
  •  Build and maintain strong, long-term relationships with key clients, ensuring their needs are met and business objectives are achieved.
  
  
  •  Serve as the executive point of contact for high-value clients and key accounts, addressing concerns, identifying opportunities for expansion, and providing strategic counsel.
  
  
  •  Drive customer satisfaction and loyalty by ensuring high-quality service delivery and timely resolution of issues.
  
  
  
  


•  Revenue & Retention Growth:
  
  
  
  •  Lead initiatives to expand existing accounts, identify upselling/cross-selling opportunities, and enhance revenue generation.
  
  
  •  Monitor account health metrics and ensure proactive action to mitigate churn and maximize customer retention.
  
  
  •  Develop plans to recover at-risk accounts and ensure overall client satisfaction.
  
  
  
  


•  Team Development & Performance Management:
  
  
  
  •  Develop a high-performing account management team, fostering a culture of excellence and continuous improvement.
  
  
  •  Set performance expectations and implement development plans for individual team members.
  
  
  •  Provide coaching and guidance to ensure account managers are meeting their KPIs and consistently delivering value to clients.
  
  
  
  


•  Cross-functional Collaboration:
  
  
  
  •  Work closely with Sales, Marketing, Product, and Operations teams to ensure alignment on customer needs, product offerings, and service delivery.
  
  
  •  Communicate client feedback and insights to internal teams to influence product development and service enhancements.
  
  
  •  Support the sales team in closing new business by providing account insights and ensuring smooth handoff post-sale.
  
  
  
  


•  Reporting & Analytics:
  
  
  
  •  Provide regular reports to the executive team on account performance, client satisfaction, revenue growth, and retention metrics.
  
  
  •  Utilize data and analytics to identify trends, areas of improvement, and new opportunities to enhance client relationships and service delivery.
  
  
  
  

Qualifications:

•  Education:
  
  
  
  •  Bachelor’s degree in Business, Marketing, or a related field. An MBA or equivalent advanced degree is a plus.
  
  
  
  


•  Experience:
  
  
  
  •  Minimum of 10 years of experience in account management, customer success, or related client-facing roles, with at least 5 years in a senior leadership position.
  
  
  •  Proven track record of leading teams and managing large, complex accounts with significant revenue impact.
  
  
  •  Strong experience in developing and executing customer-centric strategies that drive retention, satisfaction, and growth.
  
  
  
  


•  Skills:
  
  
  
  •  Excellent leadership, interpersonal, and communication skills with the ability to build relationships at all levels of the organization and with clients.
  
  
  •  Strategic thinker with the ability to execute on high-level vision while maintaining attention to detail.
  
  
  •  Strong negotiation, problem-solving, and conflict resolution abilities.
  
  
  •  Data-driven with experience in using analytics and CRM tools to drive decision-making and performance management.
  
  
  •  In-depth understanding of customer success and account management best practices, processes, and tools.
  
  
  
  

 Compensation

Perceptyx is focused on equitable pay for all our staff and aims for transparency with our pay practices. The annual compensation for the role is a total of $425,000 as a combination of both base salary and variable compensation. The above figure represents the expected USA range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

About Perceptyx:

Perceptyx is the Employee Experience (EX) transformation company, providing enterprise-grade employee listening, analytics, and behavioral science that activates people and delivers business impact. More than 600 global enterprises, including one-third of the Fortune 100, use Perceptyx’s multi-channel employee listening, AI-powered recommendations, and personalized coaching to close the loop between insights and action. With an unrivaled technology platform and an in-house team of EX Experts, Perceptyx makes it easy for managers, HR executives, and business leaders to align their key business and talent priorities and drive positive organizational change.

We Care About The Whole Person

•  Healthy medical, dental, and vision insurance for you and your family


•  Life insurance up to 1x your annual salary (with a cap) paid by Perceptyx


•  Generous Maternity, Paternity, and Adopter leave benefits with flexibility on when you use this benefit


•  Compassionate Care Program with paid time off to care for family members


•  Generous Bereavement Leave that also supports Pet Parents


•  401(k) plan along with a company match and immediate vesting upon hire

Flexible Time Away

•  As hard as we work, we also know how essential it is to take time away to rest and recharge. We offer flexible paid vacation with an expectation of every team member taking off at least 10 business days per calendar year.


•  16-17 paid holidays, depending on the calendar year.

Setting You Up For Success

•  Mac or PC laptop options


•  Invest in your career with access to 65k+ courses through our Learning Management System, Perceptyx Academy.

Perceptyx In The News

•  Perceptyx Announces Winners of 2024 EX IMPACT Awards