Account Manager

Role Overview

• Serve as the primary point of contact for a portfolio of private & public sector clients.
• Cultivate strong, long-term relationships through proactive and responsive communication, problem-solving, and support.
• Manage regular client engagement, including check-ins, usage reviews, feedback collection, and solution-based updates.
• Maintain an in-depth understanding of each client's needs, priorities, and challenges to support the alignment of ACLED’s products/services.
• Coordinate with internal teams (Data, Analysis, Data Science, Corporate Licensing, Operations Finance) to support client needs, troubleshoot issues, and respond to client requests.
• Document all client communications, feedback, and interactions in CRM tools (e.g., Salesforce) to maintain accurate records and client histories.
• Manage the renewal process for client subscriptions/data licenses, ensuring timely negotiations and contract execution.
• Identify upsell opportunities and coordinate with the broader ACLED team to tailor and present new services or products when applicable.
• Lead discussions on license scope, pricing, and contractual amendments in coordination with ACLED’s Operations and Finance teams.
• Work with the Access team to track usage trends and other key metrics to inform client strategy and identify areas for increased engagement.
• Support client-side procurement processes, including responding to vendor registration and compliance requirements.
• Liaise with Operations and Finance colleagues to ensure all contracts, invoices, and documentation meet organizational standards.
• Monitor contract deliverables and terms to ensure compliance and support reporting needs.
• Support and coordinate audits, due diligence processes, and information requests related to account operations and agreements.

Requirements

• Minimum 5 years of experience in account management, client success, business development, or fundraising, preferably with public sector or intergovernmental/multilateral organizations.
• Experience working with government, military, intelligence, and/or intergovernmental organizations, especially in the context of data provision or conflict-related research.
• Demonstrated ability to build and maintain long-term client relationships and manage large or complex accounts with multiple stakeholders.
• Experience with renewals, upselling, procurement, and contracting processes.
• Familiarity with conflict data, political risk, or development/humanitarian data is preferred.
• Bachelor’s degree in a relevant business or policy field (e.g. Business Administration, Marketing, International Relations, Political Science, Public Administration), or equivalent professional experience.
• Excellent written and verbal communication skills.
• Strong organizational and project management skills.
• Ability to work independently in a remote and multicultural environment.
• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.

Benefits

• Flexible work arrangements
• Professional development