Account Manager

About the Role

The Account Manager (AM) serves as a regular client touchpoint and advocate, proactively building decision-maker relationships to achieve the following goals:

• Retain clients by ensuring projects are delivered on time and helping clients achieve their goals.
• Manage key relationships through proactive outreach to decision-makers and resolving escalated issues or complaints.
• Help clients achieve their business goals by serving as a strategic advisor, keeping a pulse on their businesses, and recommending solutions.
• Serve as the client’s advocate, acting as the go-between for clients and technical teams, building internal relationships, and ensuring effective communication.

Responsibilities

• Proactively manage client relationships for sales, services, projects, and future opportunities, with secondary responsibilities in ordering accuracy, quoting, and monitoring client satisfaction.
• Serve as the client’s primary point of contact for assigned accounts, collaborating with the Outside Sales rep on new client hand-offs and managing service project requests.
• Develop strong relationships with key client decision-makers.
• Gather client feedback and share it with internal departments to enhance service quality and recommend additional products or services.
• Ensure clients’ needs and requests are met in a timely manner.
• Prepare for client discussions by understanding their business, key decision-makers, and current product or solution gaps.
• Conduct business review sequences based on defined account segments to evaluate clients’ business needs and translate them into solutions that support their goals.
• Oversee the development of project and product quotes, pricing, and availability by collaborating with internal teams to provide accurate and timely estimates.
• Respond promptly to client calls and emails, addressing questions, problem-solving, and coordinating issue resolution or escalation with company resources.
• Inform management of client retention risks through the CODE RED program, including developing client cure plans with the services team.
• Submit internal reports and required paperwork accurately and on time.
• Identify "raving fans" and secure referrals through the referral program, as well as identify TCP case studies for the marketing team.
• Attend weekly meetings and training as directed by the manager.