Strategic Account Manager

The Strategic Account Manager (SAM) manages a targeted portfolio of Vertex’s most strategic customers and is accountable for maximizing customer value, engagement, and long‑term partnership success. This role serves as the primary strategic orchestrator across the Vertex ecosystem, aligning internal resources to help customers achieve desired business outcomes while identifying opportunities to expand solution adoption across all lines of business.

The ideal SAM is a trusted advisor who deeply understands the customer’s industry, operating environment, and competitive landscape, and who drives joint business planning to deliver measurable, win‑win outcomes for both the customer and Vertex.

Key Responsibilities:

• Own strategic relationships with assigned enterprise customers, driving increased lifetime value and long‑term retention
• Lead internal and external account strategic planning, aligning Vertex and customer objectives, priorities, and execution plans
• Act as subject‑matter expert on assigned accounts, including industry trends, market dynamics, and competitive positioning
• Coordinate post‑sales execution across Customer Success, Sales, Product, Support, and other Vertex teams to ensure high KORE/NPS, retention, and footprint expansion
• Develop and execute solution adoption and expansion plans across multiple customer lines of business
• Identify innovation, co‑development, and new use‑case opportunities in partnership with customers and internal teams
• Serve as the voice of the customer and industry, influencing internal strategy and priorities
• Uncover customer initiatives and pain points, mapping Vertex solutions to business outcomes and partnering with Sales on growth opportunities
• Measure and manage account success using value, engagement, innovation, and loyalty metrics (e.g., NRR, churn, NPS/KORE)

Required Qualifications:

• 7+ years of experience in a client‑facing role such as strategic account management, customer success, consulting, or enterprise relationship management
• Proven ability to build trust, credibility, and executive‑level relationships within complex customer organizations
• Strong experience coordinating cross‑functional teams to deliver customer outcomes across the full customer lifecycle
• Strategic mindset with the ability to develop and execute comprehensive account plans
• Excellent communication, presentation, organizational, and decision‑making skills
• Strong problem‑solving skills with a results‑oriented, customer‑focused approach
• Proficiency with Salesforce and Microsoft Office tools
• Bachelor’s degree required or equivalent combination of education, training, and relevant professional experience

Preferred Qualifications:

Other Qualifications 

The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners. 

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback. 

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough. 

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results. 

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes. 

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.