Strategic Account Manager, Customer Solutions

San Francisco

Formation is seeking a Strategic Account Manager capable of working across multiple disciplines and industries who is able to understand our customer’s business and build credibility as a leader quickly. You are an adaptable, self-starter who is skilled at influencing decisions, passionate about new technologies, and energized by working with both internal and external teams across all levels.

As a Strategic Account Manager, you will drive the adoption and evolution of Formation’s platform for the world's most recognized brands. You will work directly with our customers’ executive and operational teams, navigate and influence various departments to leverage our platform and craft engaging marketing offers that deliver exceptional value. You will partner closely with Formation solutions, product, data science and engineering team to jointly drive success for our customers, proactively mitigate risks, and resolve issues.

You will be part of the Customer Solutions team at Formation which consists of Success, Service and Support. We act as partners to our customers by understanding their business challenges and collaborating closely to derive the most value out of our product while delivering a high quality customer experience.

Key Responsibilities:

  • Lead and own an enterprise customer account, serving as the single point of contact across all work with the customer, maintaining relationships and keeping stakeholders engaged
  • Act as an advocate for the customer within Formation, working to align use and configuration of Formation’s product with the customer’s marketing priorities and needs
  • Manage a portfolio of projects for the assigned customer, ensuring coordination of shared resources, common activities, and other dependencies across projects
  • Maintain strong relationships with internal teams to ensure that customer’s needs are advocated for and reflected in future releases and plans, partnering closely with Formation Product Managers, Production Solution Managers and Technical Project Managers
  • Support the development of Account Management internal processes, documentation and knowledge sharing
  • Provide context to Sales with respect to contract renewals and negotiations

Skills and Experience:

  • 6-8 years experience in customer-facing enterprise program/project delivery, technical project delivery experience
  • Experience as an account owner, leading and managing an account growth plan and stakeholder relationships at all levels
  • Exceptional written and verbal communication skills, ability to simplify complex concepts, extensive experience creating and delivering executive level presentations
  • Strong technical acumen (machine learning or data science collaboration experience a significant bonus) and business analysis skills
  • Empathetic to customer and end-user needs, with the ability to translate those needs into solutions that deliver value
  • Management consulting and start-up experience strongly preferred

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