Strategic Account Manger
Position Overview
REMOTE WITHIN CANADA
The Strategic Account Manager (SAM) is responsible for developing and managing long-term, value-driven relationships with Friedman Corporation’s customer base and strategic prospects. This role serves as a trusted advisor, aligning customer goals with Friedman’s products, services, and professional services offerings to drive retention, expansion, and overall customer success.
The Strategic Account Manager works cross-functionally with Professional Services, Sales & Marketing, Research & Development, and Portfolio Support teams to ensure customer satisfaction, successful adoption, and ongoing value realization.
Key Responsibilities
Customer & Account Management
- Establish and maintain strong working relationships with assigned strategic customers and key prospects
- Act as the primary point of contact for customer engagement, communication, and escalation
- Understand customer business objectives and align Friedman solutions accordingly
- Manage and regularly communicate the Professional Services pipeline
- Oversee contract renewals and identify expansion and upsell opportunities
- Support sales efforts by identifying new opportunities within existing accounts and net-new out reach
- Partner closely with Professional Services, Sales & Marketing, R&D, and Portfolio Support teams
- Coordinate internal resources to ensure successful delivery, onboarding, and ongoing support
- Build relationships with key internal stakeholders and leadership
- Develop a strong understanding of all Friedman Corporation applications and products
- Stay informed on industry trends in distribution, manufacturing, transportation, and warehouse solutions
- Represent Friedman professionally in customer meetings, webinars, and events
- Maintain accurate account information, pipeline data, and forecasting
- Follow established internal processes and systems (CRM, time entry, customer tools)
- Participate in regular one-on-ones, performance check-ins, and development discussions
- 5+ years of experience in account management, strategic sales, or customer success
- Experience working with enterprise or mid-market B2B customers
- Strong communication, relationship-building, and organizational skills
- Ability to manage multiple accounts and priorities effectively
- Experience in Manufacturing ERP, distribution, manufacturing, or warehouse management software
- Background working with Professional Services organizations
- Familiarity with CRM systems and account forecasting
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