Job Description:
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 requiredor 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 Other Qualifications
The Winning Way behaviors that all Vertex employees needin order tomeet the expectations of each other, our customers, and our partners.
Communicate with Clarity- Be clear,conciseand actionable. Be relentlessly constructive.Seekand provide meaningful feedback.
Act with Urgency- Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done.Don’tspend hours when minutes are enough.
Work with Purpose-Exhibita “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personalobjectivesfor team results.
Drive to Decision- Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitmentto andaccountability for customer outcomes.
Own the Outcome- Defined milestones, commitments and intended results. Assess your work in context, ifyou’reunsure, ask. Demonstrate unwavering support for decisions.
COMMENTS:
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 managementretainsthe right to add or change the duties at any time.
Pay Transparency Statement:
US Base Salary Range: $131,600.00 - $171,100.00Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.
In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.
Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.
*In no case will your pay fall below applicable local minimum wage requirements.
