Account Manager I, Client Success

DISA Global Solutions, Inc.

1d•Hybrid

About The Position

The Account Manager I, Client Success manages an assigned portfolio of client accounts and serves as the primary point of contact throughout the customer lifecycle. This role builds trusted client relationships, supports client satisfaction, retention, service adoption, and overall account health by helping clients maximize the value of the organization’s products and services through proactive communication, timely follow-through, and cross-functional collaboration. Success in this role requires strong relationship-building, organization, communication, problem-solving, and a customer-focused mindset.

Requirements

Bachelor’s degree or equivalent combination of education and relevant professional experience required.
2+ years of account management or consultative client relationship management experience, preferably within the pre-employment screening, HR services, education, compliance, or related industry.
Strong organizational and time management skills with the ability to manage multiple client priorities, coordinate competing deadlines, and consistently follow through on commitments in a fast-paced environment.
Demonstrated ability to proactively identify and navigate client concerns, objections, and service-related challenges while maintaining client confidence.
Strong problem-solving skills with the ability to balance client needs, operational requirements, and stakeholder feedback while supporting positive client outcomes and long-term client retention.
Strong verbal, written, presentation, and interpersonal communication skills.
Ability to tailor messaging and presentations to a variety of audiences, including operational contacts, business leaders, and decision-makers.
Demonstrated ability to build collaborative relationships with clients and internal stakeholders while delivering a high level of customer service.
Ability to maintain confidentiality and appropriately handle sensitive client and company information.
Proficient with Microsoft Office applications, CRM platforms (e.g., Salesforce), and other business productivity and task management tools.

Responsibilities

Maintain primary ownership of client relationships, providing consultative guidance, overseeing service delivery, and partnering with internal teams to address complex requests, escalations, and business objectives.
Support client onboarding by coordinating documentation, training, compliance verification, and the successful transition to ongoing account management.
Respond promptly to client inquiries, independently resolving routine issues and appropriately escalating more complex matters to senior team members or leadership.
Partner with Senior Account Managers and Client Success leaders to manage client expectations, ensure consistent service delivery, and support positive client outcomes.
Maintain accurate account records by documenting client interactions, account activity, service requests, renewals, risks, growth opportunities, and other relevant account information to support effective account management and business continuity.
Coordinate and participate in client meetings, Quarterly Business Reviews (QBRs), service reviews, and client engagement activities. With the expectation to independently facilitate routine client meetings for assigned accounts.
Develop a thorough understanding of each client’s business, organizational structure, operational workflows, objectives, challenges, and service needs through research, discovery conversations, and ongoing client interactions to support account planning, service recommendations, and growth opportunities.
Monitor account activity, service trends, client utilization, and account health indicators to proactively identify potential risks, service needs, and opportunities to improve the client experience.
Promote client adoption of products, services, and best practices by providing guidance, education, and ongoing support to help clients maximize value and achieve desired business outcomes.
Partner with cross-functional teams including Billing, Operations, Technical Support, Client Care, Products, and other internal stakeholders to coordinate service delivery, resolve client issues, and improve client outcomes.
Develop, prepare, and update presentations, QBRs, meeting materials, reports, and other client-facing communications that support relationship management.
Adhere to established company policies, procedures, and best practices while contributing to knowledge sharing and continuous process improvement initiatives.
Perform additional duties as assigned by management.