Client Account Manager

Courser•Hyannis, MA

1d•Onsite

About The Position

The Client 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. The AM manages key relationships through proactive outreach, resolves escalated issues, and acts as a strategic advisor to understand client needs and recommend solutions. They also serve as the client's advocate, liaising between the client and technical teams, and are responsible for timely responses to quote requests and monitoring client orders. This role involves managing client relationships for sales, services, projects, and opportunities, with secondary responsibilities in order accuracy, quoting, and client satisfaction. The AM works jointly with Outside Sales reps on new client hand-offs and manages service project requests. They gather client feedback to enhance service quality and recommend new products or services. Preparation for client discussions includes understanding the client's business, key decision-makers, and product/solution gaps. The AM conducts business reviews to evaluate client needs and translate them into solutions. They oversee the development of project and product quotes, pricing, and availability, and promptly respond to client inquiries, troubleshoot issues, and quarterback problem resolution. The AM informs management of client retention risk through the CODE RED program and develops client cure plans. They are also responsible for accurate and timely submission of internal reports and paperwork, identifying referrals and case studies, and attending weekly meetings and training.

Requirements

Proactively manage client relationships for sales, services, projects, and opportunities now and in the future.
Individual has secondary responsibilities in the accuracy of ordering and receiving, quoting, and monitoring client satisfaction.
Serve as the client’s point person for assigned accounts by working jointly with the Outside Sales rep on new client hand-offs and managing service project requests.
Proactively work to develop strong relationships with the key client decision-makers.
Gather client feedback and provide it to internal departments to enhance the quality of service as well as recommendations to add products or services.
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 before conducting unique touches or a formal business review.
Conduct business review sequences based on defined account segments to evaluate clients’ business needs.
Oversee the development of project and product quotes, pricing, and availability by working with internal teams to provide complete information to provide the client with an accurate and timely estimate or quote.
Promptly respond to calls and emails from clients, including answering questions problem-solving, and quarterbacking 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 as directed.
When appropriate, as you identify “raving fans,” work to get referrals through the referral program and identify TCP case studies for our marketing team.
Attending weekly meetings and training as defined by the manager.

Nice To Haves

Building solid internal relationships and effective communication skills are essential.

Responsibilities

Retain clients where the relationship continues to be mutually beneficial.
Advocate for clients to ensure their 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 the strategic advisor to keep a pulse on each of their client's businesses.
Recommend solutions that continue to help their company succeed.
Serve as the go-between between the client and the technical teams.
Build solid internal relationships and effective communication skills.
Respond to quote requests in a timely manner.
Monitor client orders.
Proactively manage client relationships for sales, services, projects, and opportunities now and in the future.
Ensure accuracy of ordering and receiving, quoting, and monitoring client satisfaction.
Serve as the client’s point person for assigned accounts by working jointly with the Outside Sales rep on new client hand-offs and managing service project requests.
Proactively work to develop strong relationships with the key client decision-makers.
Gather client feedback and provide it to internal departments to enhance the quality of service as well as recommendations to add products or services.
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 before conducting unique touches or a formal business review.
Conduct business review sequences based on defined account segments to evaluate clients’ business needs.
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 to provide complete information to provide the client with an accurate and timely estimate or quote.
Promptly respond to calls and emails from clients, including answering questions problem-solving, and quarterbacking 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 as directed.
When appropriate, as you identify “raving fans,” work to get referrals through the referral program and identify TCP case studies for our marketing team.
Attending weekly meetings and training as defined by the manager.