Account Manager (Technology Services & Staffing)

Baltimore, MD
Nov 21, 2022
Nov 30, 2022
Full Time
*Account Manager (Technology Services & Staffing) **Location: Baltimore, MD (Hybrid role - some remote 80% / some onsite 20%)**SUMMARY: *The Account Manager is responsible for managing and growing relationships with clients while partnering with Surge and Catalyte stakeholders to deliver exceptional experiences and profitable outcomes. Assigned to specifically named clients, the Account Manager is responsible for leading and developing the account plan for each assigned client, building relationships at all levels, establishing a consultative partnership, and institutionalizing the relationship, resulting in client retention and revenue growth. Account Management will ensure client expectations are met/exceeded for the delivery of all services including staffing, projects, products, and services. Account Management is accountable for retaining and growing revenue at assigned clients through expanding the relationship with new managers, new projects, and new service offerings.*DUTIES AND RESPONSIBILITIES: **Client Facing: *A cents € cents Build and enhance client relationships through effective communication by phone, email and on-site engagement on a monthly basis or as aligned with Client expectations.A cents € cents Ensure that client communication is scheduled on a regular basis including stakeholder check-ins, quarterly business reviews and other formal conversations as needed.A cents € cents Serve as a primary point of contact and escalation point for all information and communication on critical operational issues (resourcing, contracts, performance, legal, billing).A cents € cents Serve as the services consultant and subject matter expert for Surge and Catalyte offerings to educate and propose additional services.A cents € cents Serve as coordinator for access to Surge and Catalyte resources responsible for operational processes, procedures and policies.A cents € cents Manage client success metrics and expectations, monitor and measure customer satisfaction, and succinctly communicate delivered value.A cents € cents Demonstrate strong empathy for clients and commitment to their success.A cents € cents Facilitate resolution of contractual and accounting-related client support issues.A cents € cents Identify, track and resolve all issues and risks associated with client satisfaction and retention.*Surge/Catalyte Facing: *A cents € cents Establish, maintain and expand client relationships cooperatively with internal teams to ensure successful delivery during pre/post sales engagement.A cents € cents Develop and execute account plans; ensure internal alignment on account strategy by partnering with internal resources to execute account plans.A cents € cents Identify and mitigate risks to client relationships.A cents € cents Coordinate the use/involvement of Surge/Catalyte resources required to support account development throughout the client relationship (technical, legal, finance, marketing, etc.).A cents € cents Communicate Client requirements to the delivery organization concerning the resolution of problems, staffing and performance improvement.A cents € cents Capture/gather client requirements, perceptions and concerns from stakeholder that might not otherwise be directly engaged in the project execution and partner with Delivery to build and execute a plan to address.A cents € cents Provide feedback to management regarding any strategic opportunities or risk to the relationship.A cents € cents Meet assigned targets for profitable sales volume and strategic objectives in assigned accounts.A cents € cents Ensure that internal communications are scheduled on a regular basis for Client reviews, resource planning and issue escalation.A cents € cents Manage internal engagement reviews and external QBRs.A cents € cents Renew existing SOWs and discover/qualify/close additional opportunities.A cents € cents Manage client revenue forecasts, activities, contacts, accounts and opportunities in Salesforce.*Measurement Goals*A cents € cents Client Renewal/RetentionA cents € cents Client Revenue Growth through product, buyer and market share expansionA cents € cents Price and margin integrityA cents € cents Client ReferenceabilityA cents € cents Client Satisfaction*Experience, Skills, and Abilities: *A cents € cents 3-5 years of Sales, Client Services, Account Management or Engagement Management experience. Working within a technology environment is preferred.A cents € cents Sales, up-sell and/or cross-sell experience.A cents € cents Proven track record of meeting or exceeding performance and retention goals.A cents € cents Experience managing a portfolio of large client relationships in various stages of growth and execution.A cents € cents Excellent written and verbal communication skills - experience in an environment that required heavy client contact, presentation, documentation and follow up.A cents € cents Persistent professional that is comfortable communicating with the client at all levels from Senior Executives to Technical Management.A cents € cents Demonstrate critical/creative thinking skills to manage complex scenarios and the ability to look around corners for new opportunities.A cents € cents Sense of urgency with a high level of personal accountability and responsibility.A cents € cents Ability to develop and maintain professional working relationships with co-workers, internal business partners and clients.A cents € cents Ability to understand and communicate escalations that may have technical complexity.A cents € cents Experience in an environment where cross-functional collaboration is essential to accomplishing goals and objectives.A cents € cents Experience in contract definition (drafting statements of work, defining services and deliverables, etc.).A cents € cents Ability to deliver results under pressure, work independently, and take ownership of relationships and responsibilities.A cents € cents Strong critical thinking and situational awareness.A cents € cents Strong analytical, organizational and interpersonal skills.A cents € cents Ability to quickly build trust and rapport.A cents € cents Self-motivated with a strong sense of accountability.A cents € cents Proven experience with and understanding of application development and software delivery, including an understanding of the software delivery lifecycle (SDLC) and agile software development is preferred.Job Type: Full-timePay: $75,000.00 - $85,000.00 per yearBenefits:* 401(k)* Dental insurance* Health insurance* Paid time off* Vision insuranceSchedule:* Monday to FridaySupplemental pay types:* Commission pay* Performance bonusWork Location: Hybrid remote in Baltimore, MD 21201

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