Client Account Manager

Responsibilities

• Serve as appropriate level of client contact on all assigned accounts.
• Respond to all questions and concerns of client and manage all status meetings.
• Ensure appropriate client service issues are escalated as necessary.
• Aid in facilitating customer journey workshops and leading quarterly business reviews.
• Ensure all reporting is accurate and deliver metrics and business review documents for each assigned client.
• Gather customer requirements via workshops, meetings, site visits, scenarios, and other methods.
• Identify and establish scope and parameters of business requirements on a project-by-project basis to define outcome criteria, and metrics.
• Work with stakeholders and project team to prioritize collected requirements.
• Research, review, and analyze existing functionality in customer portals to develop strategies for enhancing or further leveraging the functionality.
• Optimize customer experience across our solution platform.
• Liaison between the operations and technology team when launching new programs and technology features.
• Track and monitor technology requests for account projects including prioritization, scope, and progress.
• Take the lead in coordinating business review of customer acceptance testing and QA of new system functionality.
• Communicate changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are understood.
• Cook up and prepare the account team and customer stakeholder for the rollout of new functionality and programs.
• Liaison with customer contacts and account team to demo and train new users on new functionality with reports.

Requirements

• Bachelor’s degree, preferably in business, marketing or communication
• 2-4 years of experience in an agency environment or training or project management experience

Skills and Abilities

• Client centricity focus
• Strong data analysis skills
• Technology-minded
• Demonstrated leadership skills and ability to take initiative
• Excellent verbal, written and interpersonal communication skills
• Strong organizational, multi-tasking and prioritizing skills
• Advanced Microsoft Office User: PowerPoint, Excel, and Word