Account Manager

Job Description

Job Description

Account ManagerPurpose

The Account Manager is responsible for maintaining strong client relationships, acting as the primary advocate to ensure satisfaction, retention, and growth. This role drives sales growth within assigned accounts by identifying upsell and cross-sell opportunities, presenting tailored solutions, and achieving revenue targets. The Account Manager proactively manages retention and renewal processes, monitors account health, and develops strategies to mitigate churn and downsell risks. Additionally, the position coordinates service delivery, resolves client issues, and delivers strategic business reviews to support long-term loyalty and business objectives.

Responsibilities

The responsibilities for this position include:

Client Relationship Management

• 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.

Sales & Revenue Growth

• 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.

Retention, Churn & Downsell Risk Management

• 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.

Service Coordination & Issue Resolution

• 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.

QBRs & Strategic Reviews

• Deliver Quarterly Business Reviews (QBRs) in collaboration with technical peers, providing insights on performance, opportunities, and strategic alignment.
• Prepare and present account summaries, renewal forecasts, and growth strategies.

Administrative & Account Coordination

• Manage select administrative aspects of assigned accounts, including documentation, approvals, and compliance records.
• Ensure all account documentation is accurate, up-to-date, and accessible.

Competencies and Qualities

Qualified candidates must meet the following job requirements:

Relationship Management & Client Advocacy

• Build and nurture trusted relationships with assigned clients, serving as their primary advocate within the organization.
• Proactively identify client needs and ensure timely resolution of issues.
• Maintain a client-centric approach in all communications and interactions.

Sales Acumen & Business Growth

• Demonstrate strong business acumen and executive presence in client interactions.
• Skilled in identifying and pursuing sales opportunities within existing accounts.
• Ability to manage sales pipeline, forecast revenue, and achieve targets.

Retention & Risk Management

• Highly organized with strong follow-through on pipeline, renewals, and account plans.
• Skilled in conflict de-escalation and risk mitigation strategies.
• Commitment to continual improvement of assigned processes and client outcomes.

Communication & Collaboration

• Polished communicator with excellent written and verbal skills.
• Ability to work independently and as part of a team, collaborating across departments.

Technical Proficiency

To effectively manage client relationships and coordinate with internal teams, the Account Manager must possess a solid baseline understanding of core business and IT concepts. This includes:

Technical Terminology & Concepts

• Familiarity with common IT service terms such as SLA, ticketing systems, escalation paths, and service categories.
• Ability to interpret and communicate technical issues in clear, client-friendly language.

Network & Server Infrastructure (General Awareness)

• Basic understanding of networking and server infrastructure to facilitate discussions with technical peers and clients.
• Awareness of how infrastructure impacts service delivery and client experience.Licensing, Hardware Lifecycle & Security (General Awareness)
• General knowledge of software licensing, hardware lifecycle management, and security best practices.
• Understanding of Microsoft licensing and security standards to support client conversations.

ITIL Framework Awareness

• Basic knowledge of ITIL principles to align account management processes with industry best practices.

Education, Experience, and CertificationsEducation

Bachelor’s degree in Business Administration, Information Technology, or a related field.

Experience

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.

Preferred (Not Mandatory) Certifications

• ITIL Foundation certification.
• Microsoft Fundamentals (e.g., MS-900).
• Other relevant certifications in account management, client success, or sales.

Work Environment

In most cases, work will be performed in a climate-controlled office space.

Travel

This position may require occasional travel for client meetings or business reviews. Overnight travel is minimal.

Physical Demands

Candidate should be able to lift 25 pounds.

The job may require sitting for extended periods and occasional bending, lifting, and driving.

Position Type/Expected Hours

This is a full-time position for five, eight-hour days (40 hours total) per week. A one-hour lunch break is provided. The shift starts at 8:00 AM and ends at 5:00 PM, Monday through Friday.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.