Client Account Manager

Intelligent Technical Solutions
Summary
Join our team as a Client Account Manager and cultivate lasting relationships with clients, ensuring their satisfaction and loyalty. You will be the primary point of contact, addressing inquiries, resolving issues, and facilitating communication between clients and internal teams. Responsibilities include developing and implementing strategies to meet client needs, monitoring accounts for timely service delivery, identifying upselling opportunities, and preparing performance reports. You will also collaborate with internal teams to ensure seamless service delivery and manage project timelines and budgets. This role requires proven experience in account management, excellent communication skills, proficiency in CRM software, and strong problem-solving abilities. A strong cultural fit and adherence to company values are essential.
Requirements
- Proven experience as an Account Manager, Client Manager, or in a similar role
- Strong understanding of account management and customer service principles
- Excellent communication and interpersonal skills
- Ability to manage multiple projects and priorities simultaneously
- Proficiency in CRM software and Microsoft Office Suite
- Strong problem-solving skills and attention to detail
- Ability to work independently and as part of a team
- A home office set up that meets the following: Computer: A working computer with a minimum of 8GB RAM and one of the following: Windows 11 with an Intel i5 or i7 (8th generation or newer), or AMD Ryzen 5 or 7 (2000 series or newer), or macOS 12 or newer
- Internet: Stable internet connection with at least 5 Mbps download and upload speeds
- Audio Equipment: A quality headset with a noise-cancellation feature for meetings
- Mobile Device: A smartphone capable of installing the Microsoft Authenticator app
- Webcam: An HD webcam for video calls
- A very strong cultural fit the ITS way (Our core values will be discussed during the interview)
- Excellent command of the English language both spoken and written
- Able to work full time 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)
- Able to pass our online behavior and cognitive assessments
- Able to provide NBI Clearance (for PH applicants)
Responsibilities
- Develop and maintain strong relationships with clients
- Act as the main point of contact for clients, addressing client queries and communications promptly and effectively
- Coordinate meetings, appointments or other โtouch pointsโ for client engagement
- Schedule regular check-ins and meetings with clients to review progress and gather feedback
- Provide prompt and effective support to clients, resolving any issues or concerns they may have
- Facilitate communication between clients and technical support teams when necessary
- Ensure clients are fully trained and knowledgeable about the companyโs products and services
- Monitor client accounts to ensure that all services are delivered on time and meet client expectations
- Identify opportunities for upselling and cross-selling additional services or products
- Prepare and present regular reports to clients on performance metrics, project status, and other relevant data
- Review and approve client invoices to ensure accuracy and compliance with contract terms
- Address and resolve any discrepancies or issues related to billing
- Communicate with clients regarding invoice inquiries and payment statuses
- Coordinate with internal teams (e.g., procurement, projects, service team) to ensure seamless delivery of services and address any issues
- Manage timelines, budgets, and resources for client projects
- Address and resolve any issues or conflicts that arise during project execution
- Work with VCIO to develop and present solutions based on customer's business requirements
- Ability to understand various ways a solution may be delivered and anticipate what will work best for client
- Analyze client needs and create supporting documentation to outline these needs
- Prepare and manage quotes for technical projects
- Organize and present Strategic Business Reviews
- Prepare and deliver performance reports to clients and senior management through SBR Presentations
- Use company CRM and knowledge management tools in order to provide various levels of sales reporting
Benefits
- Comprehensive Health Plans / HMO (Employee & Dependent/s)
- Life Insurance
- Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
- Paid Time Off (starts at 15 days per year)
- Maternity/Paternity Leave
- Paid US Holiday
- Night Shift Bonus
- Salary Advancement/Loan
- Health & Wellness Program
- Company-paid training and certification
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