Job Title: Account Manager
Project Summary & Overview
We are seeking an experienced IT Account Manager to oversee client relationships across government and commercial sectors. This individual will serve as a trusted service representative to clients, driving customer satisfaction, technology adoption, and proactive account management.
The Account Manager will collaborate closely with delivery teams, pre-sales engineers, client representatives and executive leadership to ensure the success of IT services, managed services, software solutions, and consulting engagements.
Job Responsibilities
Client Relationship Management:
- Serve as the primary point of contact for assigned clients.
- Build and maintain long-term, trusted client relationships to drive satisfaction and loyalty.
- Conduct regular account reviews, client strategy sessions, and performance updates.
- Ensure contract compliance and quality.
Account Growth and Strategy:
- Identify upsell, cross-sell, and renewal opportunities aligned to client needs and strategic goals and share with Client Representatives for development.
- Develop account plans and collaborate with sales, delivery, and marketing teams to execute.
- Support capture management for RFPs, RFIs, and unsolicited proposals in both public and private sectors.
Solution Alignment:
- Have some fundamental understanding of client business drivers and map technology solutions (cloud, cybersecurity, digital transformation, application services, etc.) to their needs.
- Facilitate discussions around IT modernization, compliance, emerging technologies, and risk mitigation.
Operational Excellence:
- Work with service delivery teams to ensure high-quality project execution and SLA performance.
- Track and report on KPIs such as client satisfaction scores, contract renewals, and revenue growth.
Compliance and Contracts:
- Maintain knowledge of procurement processes, contract and compliance requirements.
- Ensure adherence to customer and regulatory standards.
Required Skills:
- 5+ years of experience in account management, client success, or business development roles. IT or service industry experience is not required but preferred.
- Proven experience managing complex accounts.
- Basic fundamental understanding of managed services, cloud computing, cybersecurity, and software solutions.
- Demonstrated success in growing client accounts and driving strategic initiatives.
- Excellent relationship-building and communication skills.
- Ability to work independently and collaboratively across technical and business teams.
- Bachelor's degree in business, Information Technology, or a related field (master's degree preferred).
- PMP, ITIL, or similar certifications are a plus.
Preferred Attributes:
- Experience working with CRM tools (e.g., Pipedrive, Salesforce, HubSpot).
- Strong analytical and problem-solving skills.
- Background in public sector compliance (e.g., FedRAMP, State IT Standards) and/or contracting knowledge.
- Familiarity with strategic IT trends such as AI, low-code platforms (like Power Apps), and digital citizen experience.