Account Manager

Syssero•Remote-NC, NC

20d•Remote

About The Position

The Account Manager is responsible for ensuring outstanding client satisfaction through maintaining strong relationships that optimize value for clients. Duties include: oversight and client relationship management, contract administration, extension and termination of services, pricing administration and budget oversight, billing accountability, issue resolution, steering committee meetings, roadmap strategy, and services conversion responsibilities. This helps to ensure Syssero’s clients are proactively managed on an ongoing basis and provides insight into Syssero’s client satisfaction. This role also ensures macro-level management of client contractual agreements and obligations to ensure maximum customer satisfaction and revenue generation. Outside of regular department activities, you may be pulled into mini-projects related to various Syssero Inc business needs in alignment with your passions, strengths, growth opportunities, and overall needs of the company. The employee will demonstrate a daily commitment to the core values defined below. The Account Manager will connect with their management team to develop Quarterly goals that will help develop their professional skills and further their career.

Requirements

Associates in related field
3+ years experience in Workday project management, customer success management or account management
Workday certification or enterprise software experience
Must be authorized to work in the United States.

Nice To Haves

Bachelors in related field
5+ years experience in Workday project management, customer success management or account management or work equivalent

Responsibilities

Build trust with executive sponsors, business leaders, IT leadership, and operational stakeholders.
Understand client business objectives, risks, and transformation priorities.
Serve as escalation point for strategic issues.
Ensure over 95% customer satisfaction across portfolio.
Measure client sentiment continuously.
Manage renewals proactively.
Monitor contract health and renewal risk indicators.
Protect gross margins while maintaining customer satisfaction.
Negotiate package adjustments, amendments, and change orders.
Reduce churn through strategic engagement.
Ensure 90% retention rate.
Identify opportunities for phase x work, rolling adoption, optimization projects, automation, reporting and analytics, advisory services, integrations, and staff augmentation.
Align roadmap discussions to client business objectives.
Partner with Sales and Delivery on expansion strategies.
Driving the shift from tactical to strategic partnerships.
Monitor ticket trends, SLAs, backlog, escalations, and resource performance.
Coordinate with delivery leadership on staffing and quality concerns.
Ensure governance processes are functioning effectively.
Drive accountability across internal teams.