Strategic Account Manager

Walker Information - Indianapolis, IN

Full-time - Senior

Indianapolis, IN

Professional, Scientific, and Technical Services

About the position

The Strategic Account Manager at Walker Information Inc. is responsible for leading, nurturing, and growing strategic accounts by optimizing their Experience Management (XM) capabilities. This role involves providing advisory guidance during implementations and ensuring client satisfaction and success through strong relationship management and consulting services.

Responsibilities

• Review and synthesize client-provided strategic business documentation.
• Nurture and expand client relationships, ensuring satisfaction and success.
• Identify opportunities for account expansion and upselling of services.
• Build and maintain strong client relationships while providing expert consulting advisory services.
• Structure and lead quarterly business reviews with clients to understand evolving needs and drive success.
• Conduct qualitative interviews with executives (phone & in-person).
• Facilitate onsite and virtual client workshops (e.g. journey mapping, action planning).
• Design holistic CX programs (e.g. survey creation, sample plan, communications plan).
• Analyze and interpret qualitative and quantitative data (e.g. text analysis, driver analysis).
• Develop client deliverables (e.g. maturity assessments, journey maps, insights reports).
• Create and present key findings, takeaways, and recommendations to client executives.

Requirements

• Eight (8) years of CX consulting experience (in-house practitioner or as an external vendor), ideally including Digital CX/UX.
• Bachelor's degree in Business, Psychology, Sociology, or a related field required.
• CCXP certification preferred.
• Experience with customer feedback platforms (Qualtrics preferred).
• Digital Customer Experience (Digital CX) or User Experience (UX) familiarity preferred.

Nice-to-haves

• Previous experience with work operating systems and enterprise resource planning platforms (Monday.com and SAP ByDesign preferred).

Benefits

• Open to on-site, hybrid, or remote work locations.
• Diversity and inclusion initiatives.
• Competitive compensation.