Account Manager

Courser•Las Vegas, NV

About The Position

The Account Manager (AM) is responsible for proactively building decision-maker relationships with their respective clients, serving as a regular client touchpoint and advocate. The focus is on retaining clients where the relationship is mutually beneficial, ensuring projects are delivered on time, and helping clients achieve their goals. This role involves managing key relationships through proactive outreach, resolving escalated issues, and acting as a strategic advisor to understand client needs and recommend solutions. The AM also serves as the client's advocate, liaising between the client and technical teams, and is responsible for timely responses to quote requests and monitoring client orders.

Requirements

Proactively build decision-maker relationships with clients.
Retain clients where the relationship continues to be mutually beneficial.
Advocate for clients to ensure projects are delivered on time.
Work consistently to help clients achieve their goals.
Maintain solid relationships through proactive outreach to key decision makers.
Help to resolve escalated issues or complaints.
Serve as a strategic advisor to keep a pulse on each client's business.
Recommend solutions that continue to help clients succeed.
Serve as the go-between between the client and technical teams.
Build solid internal relationships.
Possess effective communication skills.
Provide timely responses to quote requests.
Monitor client orders.
Have secondary responsibilities in the accuracy of ordering and receiving, quoting, and monitoring client satisfaction.
Work jointly with the Outside Sales rep on new client hand-offs.
Manage service project requests.
Gather client feedback and provide it to internal departments.
Ensure clients’ needs and requests are satisfied on a timely basis.
Prepare for client discussions by understanding a client’s business, key decision makers, and current product or solution gaps.
Conduct business review sequences based on defined account segments.
Translate client needs into solutions supporting the client’s business goals and objectives.
Oversee the development of project and product quotes, pricing, and availability by working with internal teams.
Provide the client with an accurate and timely estimate or quote.
Promptly respond to calls and emails from clients.
Answer questions and problem-solve.
Quarterback issues resolution or escalation with proper company resources.
Inform management of client retention risk through the CODE RED program.
Develop a client cure plan in conjunction with the services team.
Accurate and timely submission of internal reports and required paperwork to management.
When appropriate, work to get referrals through the referral program.
Identify TCP case studies for our marketing team.
Attend weekly meetings and training as defined by the manager.

Responsibilities

Proactively manage client relationships for sales, services, projects, and opportunities.
Serve as the client's point person for assigned accounts, working with Outside Sales reps on new client hand-offs and managing service project requests.
Proactively develop strong relationships with key client decision-makers.
Gather client feedback and provide it to internal departments to enhance service quality and recommend new products or services.
Ensure clients' needs and requests are satisfied on a timely basis.
Prepare for client discussions by understanding their business, key decision-makers, and current product or solution gaps.
Conduct business review sequences to evaluate clients’ business needs and translate them into solutions supporting client goals.
Oversee the development of project and product quotes, pricing, and availability by working with internal teams.
Promptly respond to client calls and emails, answering questions, problem-solving, and quarterbacking issue resolution or escalation.
Inform management of client retention risk through the CODE RED program and develop client cure plans.
Submit internal reports and required paperwork to management accurately and timely.
Work to get referrals through the referral program and identify TCP case studies for the marketing team.
Attend weekly meetings and training as defined by the manager.