Account Manager

Here's what an Account Manager does:

• Acquires a thorough understanding of clients’ business goals, processes, and challenges.
• Identifies upsell opportunities from existing clients and collaborates with the Revenue Development, Professional Services, and Managed Services teams to close those opportunities.
• Provides clients with proposals or quotes for products and/or services that achieve business goals, solve business problems, or advance the client on their defined technology journey.
• Continually seeks opportunities to increase client satisfaction and deepen client relationships.
• Operates as the single point of contact for any client matter, identifying and delegating to the appropriate internal resource for timely resolution.
• Assists with high-severity requests or issue escalations as needed, driving expedited resolution to maximize client satisfaction.
• Develops Business Review Packages that include support requests and incident analytics, project status, and the client technology journey progression for each client.
• Schedules Quarterly Business Reviews with existing clients, facilitating discussion of the Business Review Package and the client’s current business goals, processes, and challenges.
• Creates and manages all opportunities for the existing client base in alignment with internal processes and standards, utilizing the corporate PSA and CRM.
• Conducts monthly billing audits in collaboration with the Accounting Team to ensure accurate monthly billing.
• Monitors client agreement expiration dates and initiates early renewal dialogue in collaboration with the client and Revenue Development Leadership.
• Enters and maintains client account, contact, and demographic data in the corporate PSA and CRM.
• Attends monthly Revenue Development team meetings and weekly individual Account Management meetings and trainings.
• Collaborates with the Marketing, Business Development, and Product Development teams to achieve Group One Consulting’s revenue growth objectives.
• Influences sales and marketing campaigns based on feedback from existing clients.
• Supports Marketing team efforts such as trade shows, exhibits, and other events as necessary.
• Completes necessary documentation to support the sales process, including but not limited to the Sales Order Package, formal handoff to Operations, Requests for Proposals (RFP), and other similar documentation.
• Continually engages in professional development through a defined curriculum and timeline, attending industry webinars, trainings, and product releases such as Microsoft 365, Azure, and products in the Microsoft Ecosystem.
• Obtains and maintains required sales training certificates from key technology vendors and partners.
• Performs other duties as assigned.

Here's how we measure the performance of an Account Manager:

• Integrity: commitments made must be commitments met.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations.
• Customer Service: Manages difficult or emotional client situations; responds promptly to client needs; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills: Focuses on solving conflict and communicating effectively.
• Verbal Communication: Listens to others without interrupting; keeps emotions under control; Remains open to others' ideas and suggestions; speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Written Communication: Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; is able to read and interpret written information.
• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts the success of the team above one's own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Ethics: Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Dependability: Follows instructions, responds to management direction, takes responsibility for own actions, keeps commitments, commits to long hours of work when necessary to reach goals, completes tasks on time, or notifies the appropriate person with suggestions for an alternate plan.

Here are the characteristics, skills, and experience of an Account Manager:

• Ability to build and maintain long-lasting relationships with our clients
• Ability to anticipate client needs and match them with appropriate Group One Consulting products and services
• Advanced problem-solving skills and the ability to correctly determine the proper course of action needed for the safe and efficient resolution of any client issue
• Solid experience with CRM software and Microsoft 365
• Must be able to positively and effectively adapt to a fast-paced, rapidly changing work environment
• Demonstrated ability to communicate, present, and influence credibly & effectively at all levels of the organization, including executive and C-level
• Must be very organized with exceptional follow-up and commitment to administrative requirements of tracking all sales opportunities
• Strong negotiation and presentation skills
• Ability to efficiently qualify sales opportunities
• Strong commitment to providing quality service
• Excellent and reliable attendance record
• Experience creating and documenting process
• Experience with information management
• Appropriately communicate brand identity and corporate position
• Patience, excellent listening skills, and the ability to translate technical information into layperson’s terms.
• Comfortable with new introductions in a variety of settings
• Values time and the opportunity cost of spending time on unqualified sales opportunities
• Strong commitment to understanding the entire product portfolio and all associated business rules
• Excellent presentation skills
• Foundational knowledge of networking, computers, servers, and operating systems
• Must be proficient and fluent in the English language
• Must have the ability to regularly communicate in a manner that is respectful, professional, and collaborative
• Must be able to work after hours and have the flexibility to work when needed to meet the objectives of the team

To be considered for the Account Manager role, you need...

• A Bachelor’s or Associate's degree in business, computer science, or computer information systems is desired.
• One to Three (1-3) years of experience in Account Management or Inside Sales, within the technical field preferred
• Any equivalent combination of education and experience

A few final details about the Account Manager role:

• Language & Writing Skills: You'll need the ability to read, comprehend and prepare simple to complex instructions, correspondence, reports and memos.
• Management/Supervisory Responsibilities: There are no supervision responsibilities with this position.
• Compensation: The compensation for this position is negotiable, and has typically been in the range of $75,000.00 to $90,000.00 base depending on experience.
• Mathematical Skills: You'll need to have strong ability to compute, classify, and record numerical data.
• Certificates, Licenses, Registrations: A valid driver’s license, proof of automobile insurance and current registration.
• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is frequently required to sit, bend, stoop, reach, and carry. The employee is frequently required to stand; walk and use hands. Specific vision abilities required by this job include close and distance vision.
• Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is in a climate controlled office with light to moderate background noise.

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