Strategic Account Manager - Latam
Willis Towers Watson, Charlotte, NC, United States
Strategic Account Manager
We are seeking a dynamic and customer-focussed individual to join our Latin America Insurance Consulting and Technology ("ICT") team as a Strategic Account Manager. In this role, you will be responsible for managing the success and satisfaction of our customers post-sale, upselling and cross selling ICT software, customer retention, and ensuring customers achieve their desired outcomes with our software. The Role:
Own customer success for assigned accounts, ensuring customers realize measurable value from ICT software and achieve their intended business outcomes. Serve as the primary point of contact for technology customers, building trusted, long-term relationships with both business and technical stakeholders. Guide customers through the onboarding process, providing training, resources, and support to ensure a smooth transition to the software. Develop and execute strategic technology account plans in close partnership with Client Relationship Managers (CRMs), aligned to client objectives, retention goals, and expansion opportunities. Maintain a deep understanding of each client's business, including priorities, challenges, operating model, and maturity, to proactively identify opportunities for increased adoption, cross-sell, and upsell of ICT software. Establish and maintain a structured engagement cadence (at minimum quarterly), including executive check-ins, roadmap discussions, and value reviews to gather feedback and address risks early. Act as an escalation point for technology-related issues, coordinating internally to resolve challenges, manage expectations, and optimize client outcomes. Advocate for customers internally, ensuring their needs, feedback, and priorities are represented in product, delivery, and commercial discussions. Drive renewals and retention, proactively mitigating churn risk by demonstrating value, addressing concerns early, and ensuring alignment between delivered outcomes and client expectations. Promote adoption of key capabilities and new functionality, helping clients maximize ROI while identifying and advancing expansion opportunities. Collaborate closely with Practice and Proposition Leaders, aligning messaging, client priorities, and retention strategies across consulting and technology offerings. Coordinate with CRMs to maintain accurate client intelligence, including stakeholder maps, usage insights, and engagement history, ensuring consistent and informed client coverage. Responsibilities
Manage and nurture customer relationships post-sale, ensuring their satisfaction and success. Upsell and cross-sell ICT software solutions to existing clients, identifying new opportunities. Collaborate with the ICT team to understand client needs and develop tailored solutions. Monitor and analyze customer feedback to improve our software and services. Ensure timely and effective resolution of customer issues and queries. Conduct regular performance reviews with clients, showcasing the value of our software. Stay updated on industry trends and competitor offerings to provide valuable insights. Work closely with the sales team to support new business opportunities and client onboarding. Prepare and present quarterly business reviews to clients, highlighting key achievements. Maintain a high level of professionalism and customer service excellence. Qualifications
3+ years of experience in sales or customer success/experience function Proven experience in an account management, customers success, or customer service role, in the insurance software industry Ability to multitask, prioritize, and manage multiple customer accounts simultaneously Excellent communication and interpersonal skills, with a customer-centric mindset and a focus on building strong relationships Experience with CRM systems and customer support tools Knowledge of strategic account management best practices and a passion for helping customers achieve success with software solutions Strong problem-solving skills and a proactive approach to addressing customer needs and challenges Bachelor's degree Language: Spanish, English Portuguese a plus Inclusive job opportunity. Job Info
Job Identification 202601359 Job Category New Business Locations East Tower, 1120 South Tryon Street, Charlotte, NC, 28203, US Job Schedule Full time
We are seeking a dynamic and customer-focussed individual to join our Latin America Insurance Consulting and Technology ("ICT") team as a Strategic Account Manager. In this role, you will be responsible for managing the success and satisfaction of our customers post-sale, upselling and cross selling ICT software, customer retention, and ensuring customers achieve their desired outcomes with our software. The Role:
Own customer success for assigned accounts, ensuring customers realize measurable value from ICT software and achieve their intended business outcomes. Serve as the primary point of contact for technology customers, building trusted, long-term relationships with both business and technical stakeholders. Guide customers through the onboarding process, providing training, resources, and support to ensure a smooth transition to the software. Develop and execute strategic technology account plans in close partnership with Client Relationship Managers (CRMs), aligned to client objectives, retention goals, and expansion opportunities. Maintain a deep understanding of each client's business, including priorities, challenges, operating model, and maturity, to proactively identify opportunities for increased adoption, cross-sell, and upsell of ICT software. Establish and maintain a structured engagement cadence (at minimum quarterly), including executive check-ins, roadmap discussions, and value reviews to gather feedback and address risks early. Act as an escalation point for technology-related issues, coordinating internally to resolve challenges, manage expectations, and optimize client outcomes. Advocate for customers internally, ensuring their needs, feedback, and priorities are represented in product, delivery, and commercial discussions. Drive renewals and retention, proactively mitigating churn risk by demonstrating value, addressing concerns early, and ensuring alignment between delivered outcomes and client expectations. Promote adoption of key capabilities and new functionality, helping clients maximize ROI while identifying and advancing expansion opportunities. Collaborate closely with Practice and Proposition Leaders, aligning messaging, client priorities, and retention strategies across consulting and technology offerings. Coordinate with CRMs to maintain accurate client intelligence, including stakeholder maps, usage insights, and engagement history, ensuring consistent and informed client coverage. Responsibilities
Manage and nurture customer relationships post-sale, ensuring their satisfaction and success. Upsell and cross-sell ICT software solutions to existing clients, identifying new opportunities. Collaborate with the ICT team to understand client needs and develop tailored solutions. Monitor and analyze customer feedback to improve our software and services. Ensure timely and effective resolution of customer issues and queries. Conduct regular performance reviews with clients, showcasing the value of our software. Stay updated on industry trends and competitor offerings to provide valuable insights. Work closely with the sales team to support new business opportunities and client onboarding. Prepare and present quarterly business reviews to clients, highlighting key achievements. Maintain a high level of professionalism and customer service excellence. Qualifications
3+ years of experience in sales or customer success/experience function Proven experience in an account management, customers success, or customer service role, in the insurance software industry Ability to multitask, prioritize, and manage multiple customer accounts simultaneously Excellent communication and interpersonal skills, with a customer-centric mindset and a focus on building strong relationships Experience with CRM systems and customer support tools Knowledge of strategic account management best practices and a passion for helping customers achieve success with software solutions Strong problem-solving skills and a proactive approach to addressing customer needs and challenges Bachelor's degree Language: Spanish, English Portuguese a plus Inclusive job opportunity. Job Info
Job Identification 202601359 Job Category New Business Locations East Tower, 1120 South Tryon Street, Charlotte, NC, 28203, US Job Schedule Full time