Account Manager-Pittsburgh/Baltimore

LINQ•Pittsburgh, PA

8d•Hybrid

About The Position

The Account Manager is responsible for managing and growing a portfolio of client accounts by delivering an exceptional customer experience and serving as the primary point of contact for assigned clients. Successful Account Managers build trusted relationships, proactively monitor account health, drive client retention, identify growth opportunities, and ensure long-term profitability. This role requires a service-oriented professional who demonstrates empathy, urgency, accountability, and a commitment to delivering white-glove customer service while representing LINQ's core values.

Requirements

Bachelor’s degree in Business Management preferred or equivalent experience
Professional individual with ability to perform independently as well as part of a team
Willingness to learn new systems and applications
Must have excellent communication skills both written and verbal
Strong negotiation skills - able to develop solutions to meet both the need of the client and LINQ
Able to proactively identify areas of improvement and act appropriately with a sense of urgency
Ability to multi-task, work with multiple team members and manage deadlines
High quality organizational skills; strong attention to detail
Familiarity with CRM or Salesforce
Reliable and self-accountable in performing job-related tasks, finishing assigned projects and meeting deadlines
You have an entrepreneurial spirit and the ability to take initiative
A robust internet connection is required for team and client calls
Ability to travel up to 20% for conferences, client meetings and events

Responsibilities

Manage client caseload ensuring clients’ needs are met by being their main point of contact
Build and maintain strong professional relationships with clients, stakeholders, internal leadership, and cross-functional teams
Proactively monitor account health on a consistent basis, identify risks and opportunities, and address urgent issues immediately while reviewing overall account health and trends during monthly one-on-one meetings with the Team Lead
Drive client retention by addressing concerns proactively, strengthening client relationships, and ensuring a positive overall client experience
Partner with Director of Client Experience to ensure strategic accounts generating over $50,000 in monthly LINQ Rate receive consistent QBRs, and proactive account planning
Conduct regular QBRs for accounts generating over $15,000 in monthly LINQ Rate, providing strategic recommendations, reviewing account performance, and identifying opportunities for optimization
Collaborate with Director of Client Experience, Team Lead and CQL Team to ensure client escalations are resolved promptly, effectively, and with a high level of client satisfaction
Review account profitability on an ongoing basis and negotiate client agreements, renewals, and pricing as needed to maintain healthy margins while fostering long-term client relationships
Review monthly client invoices for accuracy and resolve any billing discrepancies
Collaborate with internal departments to ensure client expectations are met or exceeded while providing a seamless client experience
Run ad-hoc reports per client requests
Educate clients on LINQ products, services, enhancements, and best practices to maximize the value of their partnership
Consistently achieve departmental Key Performance Indicators (KPIs), including but not limited to: Client retention, Interaction and time logging, Account documentation, Quarterly Business Review Completion, Account health monitoring, Client satisfaction (NPS)
Identify opportunities to grow existing accounts through additional services, strategic recommendations, and value-added solutions
Perform other duties assigned