Strategic Services Account Lead

The Strategic Services Account Lead serves as a key external partner in developing and executing on strategic Assist initiatives for key Professional Services customers. This role is responsible for ensuring the successful execution of Assist-related projects within customer accounts, focusing on maximizing adoption, enablement, and expansion of enterprise social media management solutions. 

This role is responsible for end-to-end project management of large-scale Assist initiatives, ensuring that all deliverables are completed on time, within scope, and aligned with the customer’s strategic objectives. Responsibilities include resource coordination, timeline management, risk identification, and proactive issue resolution to drive successful outcomes.

Collaborating closely with Professional Services leadership and CSMs, this role plays a critical role in translating strategic plans into actionable deliverables. This position actively participates in cadence calls, provides expert consultation, proactively identifies growth opportunities, and introduces innovative solutions that drive business results. Additionally, this individual guides a team that is responsible for delivering customized, localized content to hundreds of locations, ensuring the achievement of key performance indicators (KPIs) and overall customer success and satisfaction.

Who We Are
SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last several years consistently.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. At SOCi, nothing is more important to us than the clients we service every day. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence. View more about us here! 

How You'll Make an Impact

• Serve as the primary lead for key Assist accounts, partnering with the Customer Success Manager to provide thoughtful guidance and support to both customers and internal stakeholders; ensuring ongoing success and growth across the assigned book of business through strong collaboration and effective alignment. 
• Lead program and project management for Assist initiatives across key customer accounts, overseeing the planning, scheduling, and execution of projects. 
• Manage cross-functional project teams to ensure timely delivery of high-quality work.
• Create and maintain project timelines, ensuring all milestones are achieved on schedule. 
• Proactively manage risks by identifying potential issues, offering solutions, and maintaining project continuity.
• Coordinate resources across internal teams and customer stakeholders to drive efficient execution and alignment with project goals.
• Lead the creation and execution of comprehensive customer social media strategies to enhance customer engagement and loyalty, aligning with overall business goals and market trends.
• Define and monitor Key Performance Indicators (KPIs) to measure the effectiveness of customer social media strategies and campaigns, driving continuous optimization.
• Regularly present insights and optimizations to national brand stakeholders, providing insights that can be utilized from top-performing markets.
• Act as a thought leader for assigned accounts, staying abreast of industry trends, emerging technologies, and best practices in social media marketing, and sharing insights both internally and with customers.
• Partner with internal stakeholders overseeing regional deployment to ensure satisfaction from individual store owners as well as promoting the value of the SOCi platform and services.
• Possess a deep understanding of the SOCi platform in order to manage all areas of service provided to large multi-location brands.
• Coordinate cross-functional initiatives with customer success, sales, onboarding, support, product management, finance, operations, and other teams which directly impact overall customer success and drive customer growth.
• Ensure customer reference-ability and overall satisfaction level.
• Adapt to evolving business needs and responsibilities as deemed necessary by the business, and accept all other duties as assigned.

What You’ll Need to be Successful

• Requires a minimum of 5 years of related experience in a customer-facing role; prior experience managing a diverse portfolio of brands is a plus.
• Highly organized with strong project management skills and an ability to effectively manage multiple tasks and competing priorities.
• Experience managing project timelines and cross-functional teams to deliver customer success initiatives.
• Proven track record of success with a verifiable history of exceeding customer success goals and maintaining long-term relationships with top tier clients
• Exhibits in-depth, applicable knowledge of social media platforms (Facebook, Twitter, Google Plus, Instagram, TikTok, LinkedIn, etc.) as well as industry trends
• A minimum of three years developing social content strategies for Facebook, Instagram, and Twitter; Google Business Profile Posts is a plus
• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
• Experience and comfort interacting with and influencing C-level executives
• Strong communication skills – written and verbal – with understanding of situational best practices
• Excellent presentation skills – from small to large audiences
• Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes
• Experience in SaaS, Social Media Management and enterprise software
• BS or equivalent education and relevant experience

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