Key Accounts Manager Date: Feb 6, 2024 Location: Columbus, OH, US, 43202 Company: American Chemical Society CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 117 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide. CAS is currently seeking a Key Account Manager. This position will be in San Francisco, CA, Boston, MA, or Columbus, OH. Position Summary The Key Accounts team will ensure that our large customers have positive, differentiated experiences across all our products and services, resulting in increased customer retention, upsell opportunities and partnership as a preferred vendor. The Key Account Manager ensures that their assigned customers realize the full value of CAS solutions by: Managing all aspects of their assigned Key Accounts, including overall relationship management, cross-selling, upselling, retention, conflict-resolution, and overall client satisfaction. Focusing on increasing Annual Contract Value (ACV) for all CAS solutions at assigned Key Accounts through developing relationships which are both deeper and wider, engaging with all cross-functional and business unit key decision makers and influencers. This should lead to expansion of new service opportunities and leads in new domain initiatives. Identifying areas for CAS to best align to client's needs and strategic direction so that future growth opportunities are proactively identified and captured. Following a well-defined sales process, keeping CRM tool up-to-date and reflective of opportunity status Aligning to the most influential Personas within the client organization to build consensus across the buying decision team to improve CAS success rate. Must be able to effectively identify, communicate and work through customer problems, issues, and opportunities. Position Accountabilities Understands the unique strategy of each of their assigned accounts and how CAS can be align our solutions in support of that strategy. Conducts sales calls to meet face-to-face with key decision makers to uncover unmet needs, identify opportunities for growth and align with the client's strategic objectives. Owns key metrics including total, upsell, cross-sell, retention bookings, customer satisfaction and NPS scores among the accounts assigned. Collaborates with their peers at CAS across the globe, including subject matter experts to ensure a cohesive, well communicated approach for each client - builds consensus internally and externally to drive a unified face to the client that results in exceptional customer engagement and satisfaction. Manages their pipeline, forecast, and deal desk calls related to their assigned clients to develop a strategy, and align resources that will increase incremental business. Managing key relationships across the entire business decision team and user groups at the account, ensuring advocacy and trust Manages an assigned book of business and builds, expands, and solidifies relationships with existing clients via necessary sales and support visits, calls, emails, and presentations with the expectation of creating, advancing, and closing revenue opportunities within an assigned territory. Cultivates relationships with the most senior buyer in the client organization as well as with day-to-day client representatives and buyers. Monitor customer dashboards, identify risks and take action where necessary to ens