About SugarCRMFrom the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission toprovide products and services thatmake the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictabilityby letting our award-winning CRM platform do the work.Our diverse group ofworldwideemployeesareunited and driven by a shared passion for our mission, culture,andvalues. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth check out ourrecent‘Great Place to Work’certification that weareso proud of.Work/life fitand flexibilityfor our teammattersand together we pride ourselves on solving for our customers,always.
What’s more, we are a Remote 1st organization, which means we empower everyone to do their best work from home, on the road, or anywhere in between.If you're ready to grow your career and helporganizations grow betterandfaster, you've come to the right place. Find out more about ourSugarCRM careersand how you can become a part of our journey.
In this role it is your responsibility to drive license revenue retention and add-on growth through adoption and other success activities across your enterprise customers in the field. You are comfortable at consulting and negotiating with C-level executives and can quickly develop a deep understanding of the customer’s business objectives. Key to this role is being able to articulate value, inspire and promote the vision of SugarCRM to encourage adoption and expansion. As a trusted advisor and coach, you will determine how SugarCRM’s product can be effectively applied to support the achievement of the customer’s strategic business goals.Building and maintaining strong relationships with multiple contacts (Sales, Channel, Services, Marketing and Product Management) across your customers (including executives) comes naturally to you. You will bring strong CRM functional expertise, expertise in business application deployments, as well as strong account management expertise.
**Note:This is an individual contributor role**Responsibilities- Develop a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their SugarCRM solution to be realized
- Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
- Own and manage all renewal activities to execute a timely and profitable contract renewal
- Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
- Disseminate SugarCRM best practices
- Serve as a coach and trusted advisor to SugarCRM customers
Account Support- Support Asian customer accounts in the field, including high complexity and strategic global accounts
- Collaborate and partner closely with the VARs and/or services partners aligned to the named accounts territory
- Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation, and problem solving
- Monitor churn risk and proactively engages to reduce churn within your accounts in territory
- Proactively identify trends within your accounts and methods to improve customer experience
- Onboard new logos
- Leads Quarterly Business Reviews with named accounts, owns materials, agenda, and follow-ups
Qualifications- 5+ years relevant account management experience in the CRM industry or related SaaS products
- Understanding of how CRM drives business value and ROI
- Ability to navigate complex customer organizations effectively
- Experience delivering highly effective executive-level presentations
- High level of fluency in English and preferably Japanese
- Further Asian language skills are an advantage
- Flexibility to travel 30%+as required
We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to lear