Strategic Account Manager

About the role

This role is ideal for a relationship-driven sales professional who enjoys developing long-term customer partnerships while helping merchants maximize the value of their technology investments. The Strategic Account Manager serves as the primary point of contact for an assigned portfolio of restaurant and retail merchants, combining account management, inside sales, customer retention, and solution consulting to drive customer success and long-term revenue growth.

Duties and Responsibilities

• Account Ownership: Serve as the primary relationship manager for an assigned portfolio of restaurant and retail merchants.
• Customer Retention: Proactively engage customers to strengthen relationships, improve satisfaction, and minimize attrition risk.
• Inbound Sales Management: Respond to customer inquiries regarding software, hardware, payments, services, and operational enhancements while identifying opportunities to expand merchant relationships.
• Account Development: Identify and pursue opportunities to grow revenue through software upgrades, payment solutions, hardware refreshes, and additional Payroc products and services.
• Gateway One Project Support: Act as a primary customer-facing resource for Gateway One migration initiatives, coordinating communication, scheduling, and successful customer adoption.
• Solution Selling: Conduct discovery conversations and recommend solutions that align with merchant operational needs and business goals.
• Strategic Planning: Maintain a long-term account strategy for assigned merchants, identifying future opportunities to modernize technology platforms and improve customer outcomes.
• Pipeline Management: Maintain accurate account records, opportunity tracking, customer activity, and forecasting within CRM systems.
• Cross-Functional Collaboration: Partner with implementation, onboarding, support, product, and sales teams to deliver a seamless customer experience.
• Customer Advocacy: Gather and communicate customer feedback regarding products, enhancements, competitive threats, and emerging market needs.
• Product Expertise: Develop deep knowledge of Payroc POS solutions, payment technologies, software offerings, and industry trends.

Qualifications

• 2+ years of experience in account management, inside sales, business development, customer success, hospitality technology, payments, or related fields.
• Demonstrated ability to build customer relationships and uncover revenue opportunities.
• Strong consultative selling, communication, and problem-solving skills.
• Able to manage multiple customer relationships and projects simultaneously.
• Strong organizational skills with exceptional follow-through.
• Experience utilizing CRM platforms such as Salesforce, HubSpot, or similar systems.
• Self-motivated and comfortable operating in a results-driven environment.

Preferred Qualifications

• Experience selling or supporting POS, SaaS, restaurant technology, retail technology, or payment processing solutions.
• Experience managing an existing book of business.
• Experience with customer retention and account growth strategies.
• Understanding of restaurant or retail operations.
• Experience supporting software upgrades, platform transitions, or technology modernization initiatives.
• Familiarity with integrated payments and merchant services.

Working Conditions

Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods. Frequent interaction with team members, leaders, subject matter experts, internal stakeholders, and cross-functional partners to support learning intake, coordination, and project execution.

Travel Component

10%

Pay and Benefits

Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.