Client Manager

Peak Technologies•Washington, DC

14h

About The Position

The Client Manager provides service excellence and drives client satisfaction and advocacy by proactively supporting and engaging with client needs and issues. The role provides account sales support and oversight, working with the Project Management team to help ensure services are delivered as agreed in the contract or Statement of Work. It also supports Sales and internal Operations teams with proposal generation, invoicing, and CRM activities as required. The role manages the Walmart account from a Peak Analytics perspective, maintaining a positive client relationship and serving as the client’s focal point for key aspects of sales support and the broader Peak Analytics business. It also supports FedEx Ground sales activities, including proposals, billing, invoicing, and RMAs. The Client Manager analyzes client data with the Data Analytics team, identifies opportunities for projects that add client value, manages client requirements and deliverables, and monitors service-delivery risks and quality. Travel to client sites by road or air is required as needed; international travel may also be required. The position does not involve managing employees. It requires accountability for business target delivery and decision-making, along with collaboration across Peak Technologies’ Service, Sales, Operations, Finance, and IT teams and with clients and internal resources.

Requirements

Hands-on experience in sales activities with customers, where applicable.
Proactive, self-accountable, assertive, and self-motivated approach, with the ability to work within tight time constraints and take appropriate corrective action.
Understanding of the factors that drive client satisfaction, including quality and on-time delivery.
Ability to work effectively as a team member and independently with minimal supervision.
Ability to manage areas of responsibility, complete tasks on time, and coordinate with other departments.
Computer literacy and good working knowledge of Microsoft Office, particularly Excel.
Good interpersonal skills and ability to build effective working relationships with people at all levels, both with clients and within Peak Technologies.
Experience managing international services.
Ability to read and interpret documents, procedure manuals, and correspondence, and to speak effectively with external customers and employees at various organizational levels.
Willingness and ability to travel to client sites as required; international travel may be required.

Responsibilities

Understand client requirements and business opportunities, and support the Sales team in identifying, guiding, and closing deals in line with the business plan and account strategy.
Manage the Walmart account from a Peak Analytics perspective and maintain client satisfaction and the client relationship to a high standard.
Support FedEx Ground sales activities, including new proposals, billing, invoicing, and RMAs.
Participate in responding to RFQs on behalf of the Sales team.
Serve as the Walmart client’s focal point for key aspects of sales support and the overall Peak Analytics business.
Analyze client data with the Data Analytics team to identify trends and common themes, and address findings with clients and internal Operations.
Identify opportunities for the Project Management team to deliver projects that provide incremental value to clients.
Own client requirements and deliverables, coordinating internal and external resources to deliver value to the client and Peak Technologies.
Monitor risks associated with service delivery, manage risks appropriately, and inform or escalate issues as appropriate.
Ensure quality is built into processes and continually work to improve customer relationships.
Create RMAs for edge servers and other relevant Peak Analytics solution components, and resolve billing associated with RMAs and repairs.
Take accountability for business target delivery and decision-making.
Travel to client sites as required, including domestic and potentially international travel.