Account Manager

VYA•Cincinnati, OH

16d

About The Position

The Account Manager is the primary owner of ongoing relationships, retention, and revenue growth for assigned key accounts after the initial sale or expansion. This role is responsible for stabilizing, protecting and growing client revenue by ensuring clear communication, disciplined execution, and trusted partnership throughout the client lifecycle. The Account Manager serves as the primary and strategic point of contact for existing clients, ensuring long term value, satisfaction, and partnership. Operating within the sales organization, the account manager functions as a strategic client advocate and internal translator—balancing client expectations with operational realities while maintaining accountability across teams. This role plays a critical part in preserving client confidence, navigating change, and proactively addressing risk before it impacts the client's experience. Ideal candidate is operationally strong, emotionally intelligent, and highly trusted—capable of leading complex conversations, enforcing process with diplomacy, and driving outcomes through collaboration. This role is well-suited for someone who thrives in a fast-paced environment, values clarity, and ownership, and takes pride in building long-term client partnerships that fuel sustainable growth.

Requirements

4+ years of experience in account management, client services, sales support, or a related role (SaaS or solutions-based environment preferred).
Proven ability to manage complex client relationships and multiple stakeholders.
Strong relationship management and consultative communication skills.
Business acumen with experience in renewals, upsell and client growth.
Ability to manage executive level conversation.
CRM proficiency and forecasting discipline (Salesforce or similar) preferred.
Strong operational mindset with the ability to enforce process while maintaining trust.
Exceptional communication and conflict-resolution skills.
High emotional intelligence and credibility across executive, client, and delivery audiences.
Experience working cross-functionally with Sales, Client Services, and Delivery teams.
Project management tool proficiency (Wrike).

Responsibilities

Serves as primary point of contact for assigned key accounts once onboarding or expansion areas have been defined
Own client trust, executive relationships, and long-term partnership
Leads monthly, quarterly, and annual business reviews focused on value realization, performance, and future planning
Identify and drive upsell, and cross-sell opportunities aligned to client goals
Partner with Sales Executives on expansion strategy when applicable
Maintains a strong working knowledge of Vya’s products and services and clearly translates solution value to client leadership teams.
Manage price conversations, scope changes and negotiations
Maintain forecasting, pipeline and renewal tracking in CRM
Intervenes on escalations or priority shifts that put client outcomes, retention, or revenue at risk.
Provides strategic continuity post-sale, allowing Sales to focus on new business while the Account Manager owns account growth and retention
Enforce agreed-upon processes, scopes, and service models consistently.
Develop and maintain strategic account plans for assigned key accounts
Align account planning to client business objectives, budgets and timelines
Translate client’s goals into recommended solutions
Partner closely with Account Coordinators (client services) to ensure smooth execution
Ensure all sold or expanded services are properly scoped, handed off and delivered upon
Resolve delivery or service issues that could impact retention or revenue.
Escalate issues when appropriately through leadership when needed.
Other duties and responsibilities as assigned.