Strategic Account Manager in London

The Strategic Account Manager (SAM) manages a targeted portfolio of Vertex’s most strategic customers and is accountable for maximizing customer value, engagement, and long‑term partnership success. This role serves as the primary strategic orchestrator across the Vertex ecosystem, aligning internal resources to help customers achieve desired business outcomes while identifying opportunities to expand solution adoption across all lines of business. The ideal SAM is a trusted advisor who deeply understands the customer’s industry, operating environment, and competitive landscape, and who drives joint business planning to deliver measurable, win‑win outcomes for both the customer and Vertex.

KEY RESPONSIBILITIES:

• Own strategic relationships with assigned enterprise customers, driving increased lifetime value and long‑term retention.
• Lead internal and external account strategic planning, aligning Vertex and customer objectives, priorities, and execution plans.
• Act as subject‑matter expert on assigned accounts, including industry trends, market dynamics, and competitive positioning.
• Coordinate post‑sales execution across Customer Success, Sales, Product, Support, and other Vertex teams to ensure high KORE/NPS, retention, and footprint expansion.
• Develop and execute solution adoption and expansion plans across multiple customer lines of business.
• Identify innovation, co‑development, and new use‑case opportunities in partnership with customers and internal teams.
• Serve as the voice of the customer and industry, influencing internal strategy and priorities.
• Uncover customer initiatives and pain points, mapping Vertex solutions to business outcomes and partnering with Sales on growth opportunities.
• Measure and manage account success using value, engagement, innovation, and loyalty metrics (e.g., NRR, churn, NPS/KORE).

REQUIRED QUALIFICATIONS:

• 7+ years of experience in a client‑facing role such as strategic account management, customer success, consulting, or enterprise relationship management.
• Proven ability to build trust, credibility, and executive‑level relationships within complex customer organizations.
• Strong experience coordinating cross‑functional teams to deliver customer outcomes across the full customer lifecycle.
• Strategic mindset with the ability to develop and execute comprehensive account plans.
• Excellent communication, presentation, organizational, and decision‑making skills.
• Strong problem‑solving skills with a results‑oriented, customer‑focused approach.
• Proficiency with Salesforce and Microsoft Office tools.
• Bachelor’s degree required or equivalent combination of education, training, and relevant professional experience.

PREFERRED QUALIFICATIONS:

• Experience with complex business systems, tax engines, or tax compliance software.
• Strong understanding of enterprise SaaS, ERP, or regulated technology environments.
• Demonstrated ability to drive adoption, expansion, and innovation within strategic accounts.
• Experience serving as a trusted advisor to Finance, Tax, or IT stakeholders.
• Familiarity with customer health metrics, NRR, churn, and value‑based account measurement.
• Proven ability to influence without authority across matrixed organizations.
• An equivalent combination of education, training, and relevant professional experience is accepted in lieu of a formal degree.

Vertex Values:

• Together We Win - We're building a team of people who are passionate about making an impact for our customers and committed to how that impact is achieved.
• Play to Win or We Don't Play - If we choose to do something, we're choosing to do it because we plan to win.
• Work As a Team, Putting the Customer At the Core - Our customers are our true north.
• Achieve Excellence With Integrity, Speed, and Agility - The market isn't slowing down.
• Innovate Boldly With a Growth Mindset - Progress demands smart risk.
• Communicate with Care, Candor and Transparency - Honest, constructive conversations make us better.

Pay Transparency Statement:

Annual Salary Range: £76,300.00 - £99,200.00. Pay Basis: Monthly. The expected base salary range for this role varies by location and is expressed in local currency. The posted range reflects the anticipated hiring range for successful candidates at the time of hire, based on relevant job‑related skills, experience, geographic location, and business needs. Base pay offered to new hires may vary within the posted range depending on individual qualifications and market considerations.