Strategic Account Manager, North America

About Sedex

Sedex is a trusted partner for over 90,000 businesses worldwide, helping them create socially and environmentally sustainable supply chains. Through our platform's powerful data insights and expert guidance, we simplify the management, assessment, and reporting of sustainability performance.

Our Vision is to be a leader in making global supply chains more socially and environmentally sustainable. Our Mission is To provide data-driven insights, accessible tools, and exceptional services that support businesses in improving environmental, social, and governance (ESG) performance and outcomes.

The role

We are seeking a Strategic Account Manager to join our AM Team in North America. In this role, you will lead the business relationship and customer journey for a portfolio of strategic and high-profile customers. You will be responsible for building long term relationships through the creation of collaborative opportunities that embed Sedex as a critical business partner, driving shared value and profitability over the long term.

NOTE: This is a hybrid role based in Chicago, Illinois. 

Key Responsibilities

• Define and develop the customer retention and growth strategy.
• Produce and embed individual Account Management Plans for every customer, setting out defined goals and measures of success.
• Develop a pipeline of opportunities to manage and measure business growth, retention forecasting and customers at risk.
• Set and manage customer expectations and service level agreements, ensuring that all key internal stakeholders are engaged and supportive of the approach.
• Explore and expand the relationship between Sedex and the customer, through engaging and demonstrating the value of Sedex beyond the operational team.
• Proactively explore up-sell opportunities throughout your customer base and deliver against revenue KPI’s.
• Actively collaborate in the optimisation of the customer experience journey by sharing knowledge about customer behaviours, problems/challenges they are facing and work with the Sedex product teams to explore sustainable solutions.
• Take overall ownership of every opportunity won, working closely & collaborating with a variety of internal business teams, ensuring that opportunities are delivered with high customer satisfaction.
• Manage customer renewals and contract negotiations in accordance with internal governance and processes.
• Promote and embed new tools and services across your customer base.
• Manage multiple stakeholders, ensuring that you expose customers to key business experts to share insights, industry challenges and future plans.
• Must be able to travel every now and again to headquarters in London and clients in North America.

Knowledge, Skills & Experience

• Define and develop the customer retention and growth strategy.
• Produce and embed individual Account Management Plans for every customer, setting out defined goals and measures of success.
• Develop a pipeline of opportunities to manage and measure business growth, retention forecasting and customers at risk.
• Set and manage customer expectations and service level agreements, ensuring that all key internal stakeholders are engaged and supportive of the approach.
• Explore and expand the relationship between Sedex and the customer, through engaging and demonstrating the value of Sedex beyond the operational team.
• Proactively explore up-sell opportunities throughout your customer base and deliver against revenue KPI’s.
• Actively collaborate in the optimisation of the customer experience journey by sharing knowledge about customer behaviours, problems/challenges they are facing and work with the Sedex product teams to explore sustainable solutions.
• Take overall ownership of every opportunity won, working closely & collaborating with a variety of internal business teams, ensuring that opportunities are delivered with high customer satisfaction.
• Manage customer renewals and contract negotiations in accordance with internal governance and processes.
• Promote and embed new tools and services across your customer base.
• Manage multiple stakeholders, ensuring that you expose customers to key business experts to share insights, industry challenges and future plans.

Our culture

At Sedex, our approach to business and culture is firmly rooted in our core values, which guide everything we do:

• Respect Each Other: We believe that a foundation of mutual respect is essential to creating a positive and inclusive environment.