Smartlinx

Account Manager

• Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, expansion revenue, client lifetime value, and forecasting across the existing client portfolio.
• Develop and execute strategies to minimize churn, mitigate revenue risk, and maximize client growth opportunities.
• Establish disciplined renewal, expansion, and account planning processes that drive predictable business outcomes.
• Partner closely with Sales leadership to ensure a seamless transition from client acquisition to long-term client growth and value realization.
• Lead and evolve Smartlinx's Account Management organization.
• Develop a scalable operating model in which Strategic Account Managers own executive relationships, strategic account plans, renewals, and growth opportunities, while Client Success Managers drive adoption, client health, and day-to-day engagement.
• Refine client segmentation, coverage models, engagement standards, success metrics, and operating processes.
• Establish clear accountability for client outcomes, retention, growth, and client experience.
• Recruit, develop, and retain top talent while building a culture of ownership, execution, and continuous improvement.
• Partner across the organization to develop scalable frameworks to proactively monitor client health, identify risk, and prioritize intervention.
• Establish account planning, renewal governance, and client risk management processes across the portfolio.
• Build and maintain executive relationships across strategic accounts.
• Serve as an executive escalation point for key client opportunities and challenges.
• Partner closely with Product, Engineering, Support, Implementation, Finance, and Operations to improve client outcomes and remove barriers to client value.

Lead, Account Management

Full-stack Engineer

• Report directly to the Director of Software Engineering.
• Collaborate closely with partners across Software Architecture, DevOps, InfoSec, Product, and Implementation teams.
• Maintain and optimize core multi-domain SaaS applications.
• Guide complex software initiatives from concept to production.
• Author clear, well-abstracted code and documentation.

Senior Software Engineer

Project Manager

• Manage multiple implementation projects simultaneously, ensuring delivery on time, within scope, and within budget.
• Drive accountability across both internal teams and customer stakeholders to ensure project success.
• Develop and maintain detailed project plans, timelines, status reports, and project documentation.
• Lead project meetings, ensuring effective communication, alignment, and follow-through on action items.
• Facilitate business process review and requirements-gathering sessions to clearly define customer needs and implementation goals.
• Configure applications to support customer requirements and operational workflows.
• Configure and customize enterprise-grade software to align with each customer's unique requirements.
• Coordinate and support testing activities, including internal validation and client-led user acceptance testing.
• Identify project risks, dependencies, and roadblocks proactively, while developing mitigation strategies to minimize project impact.
• Document project progress, client interactions, decisions, and implementation history throughout the project lifecycle.
• Conduct training for customers’ end users, contracted accounts, and vendor representatives as needed.
• Perform front line customer support functions, including but not limited, to ticket resolution for live accounts as needed.
• Collaborate with leadership to escalate and resolve issues when necessary while maintaining strong client relationships.
• Contribute to continuous improvement initiatives, implementation methodologies, and operational best practices.
• Maintain awareness of staffing industry trends and developments related to VMS solutions and MSP operations.
• Partner directly with internal and external stakeholders to drive product innovation, support sales activities, and other company objectives.
• Perform other duties as assigned.

Lead, Account Management

Senior Software Engineer

Implementation Project Manager, Staffing Industry