• Manages and leads group of Strategic Account Managers in customer engagement and retention for assigned group of customer accounts • Works with team members to ensure strategic plans and other processes are followed for their assigned accounts • Drives the attainment of the group’s financial performances • Manages and supports SAMs with customer escalations and new opportunities • Ensures proper engagement with customers and ongoing partnering with internal departments and functions to provide ongoing customer support and overall customer satisfaction • Drive the Quarterly Business Review (QBR) process with team • Proactively assess, clarify, and validate customer needs and related performance data on an ongoing basis, and communicate trends, opportunities and progress • Coordinate senior management involvement with customer as appropriate • Support the operations team as well as the customer support team in finding new vendors in areas or markets that struggle with vendor coverage