Account Manager

About the role

The Account Manager is responsible for protecting, growing, and deepening a targeted portfolio of mid-market Growth Accounts by serving as the primary relationship owner and customer advocate. This role is accountable for proactive customer engagement, stakeholder relationship development, and coordination of internal resources to improve customer outcomes. The Account Manager is expected to operate with a proactive, insight-led, business-minded, and relationship-driven approach that increases utilization, expands service adoption, supports retention, and prepares high-potential accounts for continued growth.

Founded in 1991 by Laura K.T. Schriver, LSA offers a full range of premier language-based services. With over 200 employees and a network of more than 3,000 Independently Contracted global Linguists, LSA fulfills the multicultural communication needs of more than 2,000 clients worldwide, in over 230 languages, across virtually every industry segment. LSA is conveniently located in Horsham, minutes from the PA Turnpike, in a business center with ample free parking and beautiful landscaping. For more information on LSA, please visit www.lsa.inc. LSA has been recognized as a top workplace in 2023, 2024 and 2025 by Top Workplaces in the USA and the Philadelphia Inquirer's Top Workplaces!

Responsibilities

• Cultivate and maintain stakeholder relationships across assigned mid-market Growth Accounts, including primary contacts, decision makers, operational users, procurement, finance, influencers, and other key stakeholders.
• Identify, qualify, document, and advance consultative growth opportunities within assigned accounts. This may include expansion of existing services and utilization as well as introducing new service lines.
• Partner with Product Management, Marketing, Sales Enablement, Operations, and other internal stakeholders to advance qualified opportunities.
• Own renewal readiness planning for assigned accounts, including monitoring renewal timelines, competitive risk, pricing or scope considerations, and customer satisfaction.
• Support and manage the completion of renewal and RFP efforts.
• Develop and manage proactive engagement plans for assigned accounts, including routine customer touchpoints at least every 60 days, with more frequent engagement based on account opportunity, risk, renewal timing, or customer need.
• Provide timely responses and resolution to customer inquiries and issues by effectively collaborating with internal support teams.
• Maintain ownership of customer communication through resolution and identify recurring themes that may affect retention or growth.
• Maintain account plans that define customer profiles, stakeholders, health indicators, growth and renewal goals, risks, and clear action items.
• Monitor service, revenue, utilization, adoption, engagement, and issue trends to identify opportunities or risks and update recommended actions accordingly.
• Meet all internal deadlines for reports, action items, updates, and key activities as defined by the Director and/or Senior and Executive leadership.
• Maintain timely and accurate Dynamics (or current CRM) documentation for customer interactions, opportunities, risks, commitments, and next steps to support visibility, accountability, cadence adherence, and management reporting.
• Perform other duties as assigned by Director and/or Senior and Executive leadership.

Qualifications

• Strong verbal and written communication skills
• Effective relationship-building and networking skills, with the ability to communicate across multiple organizational levels.
• Consultative account management, growth planning, and opportunity identification skills.
• Analytical orientation, including the ability to interpret revenue, utilization, service, and account-health trends.
• Familiarity with CRM systems, MS Office, and customer reporting and activity platforms.
• Strong time management, portfolio prioritization, follow-through, and organizational skills.

Benefits

• Medical, Dental, Vision coverage
• 401k with partial match (generous 401k match for qualifying employees)
• Other employer-covered benefits