Account Manager - Technology

Black Box•United States,

About The Position

The Account Manager is the primary relationship holder and knowledge expert for large enterprise client accounts, accountable for growing revenue and profitability. The role develops and deepens client relationships, builds detailed understanding of client problems and strategic initiatives, and administers account plans in collaboration with vertical leaders, solutions practitioners and architects, and client delivery managers. The Account Manager aligns with Marketing on account-based targeting and generates new solution opportunities by leveraging client knowledge and solutions development and sales programs. The position focuses on cross-selling across the solution portfolio and works with solution-selling teams to develop and close opportunities. It also supports contractual and client administration, margin improvement initiatives, order management, procurement, invoicing, collections, and financial planning and analysis. The Account Manager shares responsibility with Delivery management for customer satisfaction and for tracking and reporting CSAT/NPS. Success is measured through qualified contacts, account plan completion, opportunities created and their average size, proposal conversion and qualified win rates, order book value, as-sold gross margin, revenue, gross profit, CSAT/NPS scores, and DSO.

Requirements

At least 8 years of experience in client-facing roles or account leadership within IT solutions or management consulting.
Skill in overseeing and expanding client P&L, with a strong background in CRM programs and account planning.
Deep expertise in the vertical industry.
Proficiency in selling across various service lines.
Outstanding communication skills and ability to engage stakeholders at all levels within the company and client organizations.
Strong attention to detail and ability to manage and coordinate all aspects of complex projects.
Proven experience with global service delivery models and ability to manage cross-regional operations.

Nice To Haves

Bachelor’s or Master’s degree preferred.

Responsibilities

Serve as the primary relationship holder and knowledge expert for large enterprise client accounts, with accountability for growing account revenue and profitability.
Expand and deepen relationships across client accounts.
Develop detailed understanding of client problems, strategies, and initiatives.
Develop, refine, and administer client account plans with vertical leaders, solutions practitioners and architects, and client delivery managers.
Align with Marketing on account-based marketing targeting.
Generate new solution opportunities by applying client knowledge and leveraging solutions development and sales programs.
Cross-sell across the solution portfolio to grow wallet share.
Work with solution-selling teams to develop and close opportunities.
Support contractual and client administration as directed by relevant functional management.
Support margin improvement initiatives with Delivery Managers and Project Managers.
Support order management, procurement, client invoicing, collections, and financial planning and analysis.
Share accountability with Delivery management for customer satisfaction and track and report CSAT/NPS.
Monitor performance against qualified contacts, account-plan completion, opportunity creation and size, proposal conversion, qualified win rate, order book value, gross margin, revenue, gross profit, CSAT/NPS, and DSO metrics.