Account Manager

Role Overview

• Manage and maintain overall client relationships, acting as the primary point of contact for all non-technical issues.
• Conduct regular business reviews and maintain ongoing communications outside of formal meetings.
• Map client relationships and manage stakeholders to ensure effective communication and influence.
• Drive sales growth within assigned accounts by identifying upsell and cross-sell opportunities for existing clients.
• Present quotes, Statements of Work (SOWs), and proposals for new services and solutions.
• Collaborate with internal teams to develop tailored offerings that address client needs and business objectives.
• Achieve assigned sales goals and revenue targets for existing customer accounts.
• Oversee client retention and renewal processes, proactively engaging clients to maximize satisfaction and minimize churn.
• Monitor and report on churn risk, downsell trends, and account health metrics.
• Develop and execute account plans to mitigate risks and retain revenue.
• Advocate for both client and company needs, balancing expectations and driving long-term loyalty.
• Coordinate with internal teams to resolve service escalations, billing questions, and procurement follow-up.
• Ensure timely resolution of client issues and maintain high satisfaction levels.
• Track and report on satisfaction metrics, identifying trends and areas for improvement.
• Deliver Quarterly Business Reviews (QBRs) in collaboration with technical peers, providing insights on performance, opportunities, and strategic alignment.
• Manage select administrative aspects of assigned accounts, including documentation, approvals, and compliance records.

Requirements

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• 5+ years of related work experience, preferably in the IT industry.
• Proven track record in client relationship management, account coordination, sales, and business review delivery.
• ITIL Foundation certification preferred (not mandatory).
• Microsoft Fundamentals (e.g., MS-900) preferred (not mandatory).
• Other relevant certifications in account management, client success, or sales preferred (not mandatory).

Benefits

• Travel may be required for client meetings or business reviews.
• Candidate should be able to lift 25 pounds.
• One-hour lunch break provided.
• Comprehensive orientation program.