Company Overview:
Panopto is a dynamic and rapidly growing company backed by a leading private equity firm. With a team of approximately 200 dedicated professionals, we are committed to empowering learners with interactive video.
As we continue to promote growth and expansion, we are seeking an experienced Strategic Account Manager to build strategic, enduring customer relationships, and maximize the customer lifetime value within the assigned portfolio of customers in Japan and across APAC.
Position Summary:
As a Strategic Account Manager, you will be responsible for managing and expanding relationships with our existing clients, with a primary focus on upselling and negotiating software renewals. This position requires a strong sales background to manage larger, more complex accounts, and exceptional interpersonal skills to mentor junior account managers and develop advanced strategies for client growth. Other responsibilities may be assigned to help drive our vision and mission to alignment with our organization’s values. Fluency in Japanese language is required.
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Work you’ll do:- Customer and Partner Relations: Assist customers and partners throughout the customer lifecycle, from initial onboarding, to license renewals and ongoing adoption, helping customers unlock the most value from our products and service. Serve as the primary point of contact for assigned accounts, addressing customer inquiries, and providing excellent customer service. Establish, maintain, and facilitate relationships through effective communications with customers at multiple levels within organizations. Effectively handle complex negotiations and resolve significant client issues independently.
- Upselling and Cross-Selling: Understand customer business needs, objectives, and challenges to proactively identify growth opportunities. Collaborate closely with the sales and marketing teams to develop targeted strategies and campaigns to maximize upselling potential.
- Software Renewals: Manage the software renewal process for assigned accounts, ensuring timely and successful contract renewals. Proactively engage with clients to discuss their current usage, address any concerns, and present upgrade options to ensure customer satisfaction and retention. Negotiate renewal terms, pricing, and contractual agreements in collaboration with the legal and finance departments.
- Account Planning and Forecasting: Develop and shape account strategies to achieve upselling and renewal objectives. Provide strategic input to senior leadership and lead initiatives to drive account expansion and deeper client engagement. Monitor account usage and health, revenue performance, and customer satisfaction metrics regularly, to mitigate customer risk, champion customer feedback, and drive revenue opportunities in the region. Provide accurate sales forecasts and pipeline updates to management, leveraging CRM tools and reporting systems.
- Technical Advisory: Maintain a thorough knowledge of a complex technology platform to deliver training and feature demonstrations to customers and partners, to showcase the value and benefits of recommended software enhancements. Advise clients on anticipating future needs and trends, convert customer obstacles into opportunities and recommend appropriate solutions that result in retention or expansion.
- Market Research and Competitive Analysis: Stay updated on industry trends, market dynamics, and competitive landscape. Conduct market research and analysis to identify new business opportunities and potential target accounts. Collaborate with the marketing team to provide insights and contribute to the development of effective sales and marketing materials.
Required Qualifications: - Native proficiency in Japanese and working proficiency in English
- Customer Success or Account Management experience
- Minimum 5 -10 years experience in B2B software/ SaaS/ technology sales
- Advanced expertise in negotiation, strategic planning, and industry knowledge
- Ability to balance compelling business-focused presentations and effectively demonstrate technology products to audiences of various levels of technical proficiency
- Willingness to travel
Preferred Qualifications: - Expertise in using CRM to record, communicate, and report on activities, particularly Salesforce.com
- Experience working within global companies with overseas headquarters
- Knowledge of video, communications, or learning technologies
- Key interpersonal traits: motivation, creativity, adaptability, unquestionable ethics & integrity, and a willingness to take calculated risks
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Join Panopto and be part of an exciting journey where you’ll have the chance to make a real impact on the company's success and growth. If you excel in communication with a vigorous sales orientation mindset, we encourage you to apply.
Our people and culture
Panopto’s mission is to help anyone share knowledge using video. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a diverse, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit not only drives us towards effective solutions but also fuels our drive to continually improve and innovate, ultimately enhancing the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work.
Our purpose
We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,500 companies and universities worldwide with over ten million end users. Today, Panopto’s knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture.
Panopto is an Equal Opportunity Employer. We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law. Panopto is committed to providing reasonable accommodation to applicants with disabilities. If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the Employee Experience department.
Hybrid, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they must make regular trips to the Pittsburgh office, located on the north side of Pittsburgh along the Three Rivers Heritage Trail with quick access to downtown.
Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely.
Remote, International: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable.
