Strategic Account Manager

Job description

Company Overview:
At Panopto, we are driven by a powerful purpose: to be the leader in visual and audio-based learning.

We do this by empowering learners with interactive video and by obsessively understanding our users' goals and delivering solutions that truly matter.

Backed by a leading private equity firm, we are a team of approximately 200 professionals dedicated to doing the most impactful work of our careers.
To enhance our team and as we continue to promote growth and expansion, we are seeking an experienced Senior Account Manager to build strategic, enduring customer relationships, and maximize the customer lifetime value within the assigned portfolio of customers in Japan and across APAC.

Position Summary:
As a Strategic Account Manager, you will be responsible for managing and expanding relationships with our existing clients, with a primary focus on upselling and negotiating software renewals.

This position requires a strong sales background to manage larger, more complex accounts, and exceptional interpersonal skills to mentor junior account managers and develop advanced strategies for client growth.

You'll also have opportunities to contribute to other initiatives that directly advance our core values and support you in elevating your craft.

How You'll Contribute...


In this role, you will:

• Customer and Partner Relations: Assist customers and partners throughout the customer lifecycle, from initial onboarding, to license renewals and ongoing adoption, helping customers unlock the most value from our products and service.
  
  Serve as the primary point of contact for assigned accounts, addressing customer inquiries, and providing excellent customer service.
  
  Establish, maintain, and facilitate relationships through effective communications with customers at multiple levels within organizations.
  
  Effectively handle complex negotiations and resolve significant client issues independently
• Upselling and Cross-Selling: Understand customer business needs, objectives, and challenges to proactively identify growth opportunities.
  
  Collaborate closely with the sales and marketing teams to develop targeted strategies and campaigns to maximize upselling potential
• Software Renewals: Manage the software renewal process for assigned accounts, ensuring timely and successful contract renewals.
  
  Proactively engage with clients to discuss their current usage, address any concerns, and present upgrade options to ensure customer satisfaction and retention.
  
  Negotiate renewal terms, pricing, and contractual agreements in collaboration with the legal and finance departments
• Account Planning and Forecasting: Develop and shape account strategies to achieve upselling and renewal objectives.
  
  Provide strategic input to senior leadership and lead initiatives to drive account expansion and deeper client engagement.
  
  Monitor account usage and health, revenue performance, and customer satisfaction metrics regularly, to mitigate customer risk, champion customer feedback, and drive revenue opportunities in the region.
  
  Provide accurate sales forecasts and pipeline updates to management, leveraging CRM tools and reporting systems
• Technical Advisory: Maintain a thorough knowledge of a complex technology platform to deliver training and feature demonstrations to customers and partners, to showcase the value and benefits of recommended software enhancements.
  
  Advise clients on anticipating future needs and trends, convert customer obstacles into opportunities and recommend appropriate solutions that result in retention or expansion
• Market Research and Competitive Analysis: Stay updated on industry trends, market dynamics, and competitive landscape.
  
  Conduct market research and analysis to identify new business opportunities and potential target accounts.
  
  Collaborate with the marketing team to provide insights and contribute to the development of effective sales and marketing materials

The Team:
The Strategic Account Manager is an essential contributor by helping our strategic customers grow and achieve goals while simultaneously strengthening their relationship with Panopto.

Our team represents the fastest growing region in the company, you will have an opportunity to make a significant impact on top-line growth.

Join Panopto and be part of an exciting journey where your proactive, thoughtful, creative, respectful, and customer-centric mindset will have a significant impact on our growth trajectory.

If you enjoy organizing customer information to tell a story about their experience and truly comprehending how the use of video will make an impact at their organization, we encourage you to apply.

Beyond The Requirements
At this point, we hope you're feeling excited about the job description you're reading.

Even if you don't feel that you meet every single requirement, we still encourage you to apply.

We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes.

We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

Recruiting Tips:
From crafting an impressive resume to presenting your best self during our interviews, we're dedicated to ensuring you feel well-prepared and self-assured as you embark on opportunities at Panopto.

Discover some valuable
recruiting tips
from our team.

The standard interview process at Panopto involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently: Application Review -> Recruiter Call -> Video Interview & Assessment -> Hiring Manager Call -> Interview Loop -> Debrief -> Offer

Our people and culture
Panopto's mission is to be the leader in visual and audio-based learning in a capture and post-capture world.

Our user base is as diverse as the world's universities and businesses.

Panopto's commitment to fostering a fair, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively.

This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints.

As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team.

This collaborative spirit empowers us to challenge ideas (not people) recognizing that our shared success relies on collective wisdom.

It drives us to continuously improve and innovate, ultimately elevating the quality of our products and services.

It's what sets Panopto apart as a unique and rewarding place to work.

Our purpose
We believe that video can have a transformative effect on learning.

So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge.

Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology.

Panopto has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users.

Today, Panopto's knowledge management platform is the largest repository of expert learning videos in the world.

A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture.

Panopto is an Equal Opportunity Employer.

We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law.

Panopto is committed to providing reasonable accommodation to applicants with disabilities.

If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the People Experience department.

Remote, US:
Candidates looking for flexible or remote-friendly positions are encouraged to apply.

Panopto is proud to be a remote-first company.

Employees in this position are eligible to work remotely.

Remote, International:
Candidates looking for flexible or remote-friendly positions are encouraged to apply.

Panopto is proud to be a remote-first company.

Employees in this position are eligible to work remotely.

Still, they may make regular trips to the local international office from time to time, where applicable.

Use of Artificial Intelligence (AI):
Panopto may utilize artificial intelligence (AI) tools to assist in our recruitment and evaluation process.

This may include analyzing resumes, assessing skills, and generating insights to help identify qualified candidates.

Please be assured that AI tools are used to support our team, and all final hiring decisions are made by human reviewers.

Panopto hiring teams will thoroughly review your application and assessment results.

AI is not used to make final decisions regarding your candidacy.

By submitting your application and participating in the recruitment process, you acknowledge and consent to Panopto's use of AI tools as described above.

We are committed to full compliance with all applicable labor laws, including Equal Employment (EEOC) laws, across all our company entities.

To ensure fairness and transparency:
We have human oversight in all hiring decisions.

If you have concerns regarding the use of AI in your assessment, please contact Panopto Talent Attraction to request a manual review of your application.

Please be aware that while we offer this option, the manual review process may take longer than the standard AI-assisted process.

Any data collected during this process, including video recordings if applicable, will be retained only for the duration necessary to fulfill the hiring purpose and will be deleted shortly thereafter once the role is filled.

We may utilize vendor tools to assist with the AI process.

Vendor functions are 'skill assessments' or 'resume analysis'.

Panopto is dedicated to a fair and equitable hiring process for all candidates.

Total Rewards:
The salary range for this position is
S$125,000-130,000 SGD
per year.

This position is also eligible for commission earnings per the Sales Commissions Plan with an on-target-earnings of S$210,000-218,000 SGD as part of the compensation package.

Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge, skills, experience, and other eligibility factors such as geographic location.

The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and programs that provide for both paid and unpaid time away from work.

At Panopto, we know that great people make an organization great.

We value our people and offer employees benefits that are market competitive for our industry.

Learn more about what working at Panopto can mean for you.

At Panopto, our commitment to pay equity and transparency is unwavering.

We do not engage in salary negotiations beyond the established range to maintain fairness and prevent potential pay disparities among team members based on negotiation strategies.

Required Skill Profession

Other General