Strategic Account Manager

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.

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

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. Our values define the behaviors, mindset, and culture that make Vertex a great place to grow and do meaningful work.

• 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. That mindset raises our bar on product quality, customer outcomes, and how we show up for one another.
• Work As a Team, Putting the Customer At the Core - Our customers are our true north. Whatever your role, ask: how will this help a customer succeed today? We earn trust through outcomes, not promises.
• Achieve Excellence With Integrity, Speed, and Agility - The market isn't slowing down. We'll move faster, adapt quickly, and never compromise on doing things the right way - for teammates, customers, and partners.
• Innovate Boldly With a Growth Mindset - Progress demands smart risk. We'll try new approaches, learn fast, and keep pushing the boundaries - especially where AI can remove friction and unlock value.
• Communicate with Care, Candor and Transparency - Honest, constructive conversations make us better. Let's speak plainly about what's working and what isn't and help each other improve.

Pay Transparency Statement: Annual Salary Range: £76,300.00 - £99,200.00 Pay Basis: Monthly