Job Description
The Client Account Manager is responsible for managing and nurturing relationships with clients to ensure their satisfaction and loyalty. This role involves understanding client needs, developing and implementing strategies to meet those needs, and ensuring the delivery of high-quality services. The Client Account Manager serves as the primary point of contact for clients, handling inquiries, resolving issues, and facilitating communication between clients and internal teams.
Job Responsibilities
Client Relationship Management
- Develop and maintain strong relationships with clients.
- Act as the main point of contact for clients, addressing client queries and communications promptly and effectively.
- Coordinate meetings, appointments or other “touch points” for client engagement.
- Schedule regular check-ins and meetings with clients to review progress and gather feedback.
Client Support
- Provide prompt and effective support to clients, resolving any issues or concerns they may have.
- Facilitate communication between clients and technical support teams when necessary.
- Ensure clients are fully trained and knowledgeable about the company’s products and services.
Account Management
- Monitor client accounts to ensure that all services are delivered on time and meet client expectations.
- Identify opportunities for upselling and cross-selling additional services or products.
- Prepare and present regular reports to clients on performance metrics, project status, and other relevant data.
Invoice Reviews
- Review and approve client invoices to ensure accuracy and compliance with contract terms.
- Address and resolve any discrepancies or issues related to billing.
- Communicate with clients regarding invoice inquiries and payment statuses.
Internal Liaison
- Coordinate with internal teams (e.g., procurement, projects, service team) to ensure seamless delivery of services and address any issues.
- Manage timelines, budgets, and resources for client projects.
- Address and resolve any issues or conflicts that arise during project execution.
Strategic Planning
- Work with VCIO to develop and present solutions based on customer's business requirements.
- Ability to understand various ways a solution may be delivered and anticipate what will work best for the client.
- Analyze client needs and create supporting documentation to outline these needs.
- Prepare and manage quotes for technical projects.
- Organize and present Strategic Business Reviews
Performance Tracking and Reporting
- Prepare and deliver performance reports to clients and senior management through SBR Presentations
- Use company CRM and knowledge management tools in order to provide various levels of sales reporting.
Job Qualifications
- Proven experience as an Account Manager, Client Manager, or in a similar role.
- Strong understanding of account management and customer service principles.
- Excellent communication and interpersonal skills.
- Ability to manage multiple projects and priorities simultaneously.
- Proficiency in CRM software and Microsoft Office Suite.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and as part of a team.
Job KPIs
Measure the number of SBRs the CAM has successfully delivered, ensuring clients are regularly engaged and their needs are being met.
- Proposals Sent (Count) | (Value)
The number of and total dollar value of all proposals sent out, indicating proactive client engagement and potential for sale.
- Opportunities Active (Count) | (Value)
Track the number of the total dollar value of all active opportunities (stages 4 and 5) currently awaiting client decisions, indicating engagement and potential future revenue.
- Opportunities Won (Count) | (Value)
Measure the number of and total dollar value of proposals and quotes that have been successfully converted into sales, reflecting the effectiveness in making recommendations to clients and revenue impact of efforts.
Track the increase in monthly recurring revenue resulting from upselling or cross-selling to the existing client base.
Job Requirements
- A home office set up that meets the following:
- Computer: A working computer with a minimum of 8GB RAM and one of the following:
- Windows 11 with an Intel i5 or i7 (8th generation or newer), or
- AMD Ryzen 5 or 7 (2000 series or newer), or
- macOS 12 or newer.
- Internet: Stable internet connection with at least 25 Mbps download and upload speeds.
- Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
- Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
- Webcam: An HD webcam for video calls.
- A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
- Excellent command of the English language both spoken and written
- Able to work full time for 40 hours a week: 8:00 AM to 5:00 PM PST (Monday to Friday)
- Able to pass our online behavior and cognitive assessments.
Compensation
Pay rate starts at $6.00/hour plus commission and may vary by experience and location.
Benefits
- Comprehensive Health Plans / HMO (Employee & Dependent/s)
- Life Insurance
- Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
- Paid Time Off (starts at 15 days per year)
- Maternity/Paternity Leave
- Paid US Holiday
- Night Shift Bonus
- Salary Advancement/Loan
- Health & Wellness Program
- Company-paid training and certification