Account Manager - Strategic Accounts (Federal)

Position: Customer Account Manager, Strategic Accounts, Federal Location: Greater Washington DC - Virginia Area Type: Full Time About Voyager Search Voyager Search is a leading software company specializing in information retrieval, data governance, and zero trust solutions. We are committed to helping our clients navigate the complexities of data management and security, particularly within the federal civilian and Department of Defense/Intelligence Community (DOD/IC) sectors. Our innovative solutions also play a critical role in enhancing decision making through a combination of AI and information retrieval technologies. Position Overview The Customer Account Manager, Strategic Accounts, Federal will play a crucial role in driving the success of our customer relationships and expansion sales initiatives within the DOD/IC and other federal agencies as directed. This role combines customer account management, expansion sales, and marketing responsibilities, offering a unique opportunity to work closely with our federal customers and internal teams to deliver exceptional value and grow our business. The Customer Account Manager, Strategic Accounts, Federal will own Voyager’s existing customer relationships in the DOD/IC space and be responsible for building deep relationships and intimately knowing the customers, understanding their use cases, driving usage and adoption across the customer, and identifying and developing expansion opportunities or other ways to leverage the customers’ use of Voyager to build Voyager champions and drive broader awareness of Voyager in the market. They will work closely with the Product team to ensure the voice of the customer is incorporated into our product development efforts, and for any expansion opportunities, be responsible for writing and closing any new customer or existing customer expansion proposals.

Key Responsibilities

Account Management Serve as the primary relationship owner for, and develop and maintain strong relationships with, Voyager’s current DOD/IC customers, building deep, trusted partnerships with executive stakeholders and day-to-day contacts. Provide exceptional customer service, ensuring client satisfaction and long term partnership. Collaborate with Voyager’s current DOD/IC customers to understand their needs, challenges, and goals and identify how Voyager can offer value through our products and services. Develop and execute account plans that drive customer success, retention, and long-term engagement. Act as the voice of the customer internally, advocating for client needs and ensuring delivery of measurable outcomes aligned with their business objectives. Monitor account health using adoption, utilization, and satisfaction metrics; develop mitigation strategies for at-risk relationships. Lead executive business reviews (EBRs) and regular check-ins, ensuring alignment on strategic value and outcomes delivered. Collaboration with Internal Teams Work closely with product management and customer success teams to understand our technical approach and the value we add to our customers. Communicate customer insights and feedback to internal teams to drive product improvements and innovation. Sales and Marketing Material Development Assist in the creation of sales and marketing materials, including web content, white papers, slide presentations, and other collateral that effectively describe our offerings. Expansion Sales & Growth Identify and lead expansion opportunities within Voyager’s current DOD/IC customer accounts and other federal agencies, including cross-sell and expansion. Present tailored solutions to existing Voyager’s customers and prospects, demonstrating the value of our products and services. Close expansion deals for Voyager’s current customers and achieve expansion targets, contributing to the overall growth of the company. For Voyager’s customers without direct dollar-expansion potential, proactively surface and deliver non-revenue opportunities to deepen the partnership (e.g., thought-leadership engagements, joint case studies, reference participation, speaking opportunities, product feedback loops, and beta programs). Partner with marketing, product, and leadership teams to leverage strategic customer accounts as market advocates, broadening the company’s footprint and brand credibility.Collaboration and Support Work collaboratively with colleagues across the company to leverage their expertise and support your success. Participate in team meetings, training sessions, and other activities to stay informed and aligned with company goals. Performance Measurement Guidelines To ensure the Customer Account Manager meets their sales goals and contributes to the success of the company, we will measure their performance based on the following criteria: Relationship Building Establish and maintain strong relationships with assigned Voyager customers. Achieve a high client retention rate and secure long-term partnerships. Maintain a high customer satisfaction score, measured through regular feedback and surveys. Account Growth Expansion and Cross-Sell: Successfully identify and execute expansion and cross-sell opportunities within existing accounts. Professional Development Training Participation: Actively participate in training sessions and professional development opportunities. Industry Knowledge: Stay informed about industry trends and developments, particularly within the DOD/IC and other federal agencies. Qualifications: Five or more years of proven experience in sales, account management, or a related field, preferably in the technology or software industry Strong understanding of technical products and the ability to communicate their value effectively Excellent interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders Self Motivated, goal oriented, and able to work independently as well as part of a team Bachelor’s Degree in Geography, Information Technology or equivalent successful experience in a sales/account management role TS/SCI Clearance Additional Nice to Have Qualifications: Master’s Degree in Geography, Information Technology or a related field Experience working with the DOD/IC and other federal agencies What We Offer: Competitive salary and commission structure Comprehensive benefits package Opportunities for professional growth and development A collaborative and innovative work environment