Client Account Manager (CAM)

Client Account Manager

The Client Account Manager (CAM) plays a crucial role in building, nurturing, and maintaining long-term relationships with clients, acting as a trusted advisor and strategic partner. The CAM serves as the liaison between clients and the company, ensuring client needs are met while delivering optimal IT solutions. By working closely with senior decision-makers (including C-Level executives), the CAM understands their business objectives, challenges, and technology requirements, and delivers tailored IT solutions to help clients achieve growth and mitigate risks. This role is vital to maintaining high-quality service and promoting business success through technology.

Roles and Responsibilities:

Manage client relationship

Develop client business profiles outlining the key aspects of the business, client's goals, IT strategy, and how our IT services support these objectives

Foster a strategic relationship with the key decision maker(s) and determine how IT drives their business.

Coordinate with the Technical Alignment Manager (TAM) for help with pre-sales, project design, and executing the roadmap to ensure that the client stays in alignment with the applicable Standard(s) post onboarding

• Consult with clients to develop long-term IT strategies, updated roadmaps, and budgets that align with the technology roadmaps developed at onboarding, showing them how to leverage technology to improve their business
• Regularly review client documentation, updating it for accuracy and completeness
• Priority alignment to the applicable Standard(s) per the technology roadmap
• Projects for the client's growth
• Schedule and deliver quarterly security briefings to clients with a C-Level attendance and plan them one year out
• Provide technology summaries that reflect the business impact of technical misalignment
• Work to ensure client understands the need for and acquires products and services identified on the technology roadmap and budget developed during their onboarding
• Develop and continually update a cross-sell matrix which identifies products and services that are complementary to previous purchases made by the client
• Seek opportunities to expand the range of services provided to clients, resulting in account growth
• Create and deliver sales proposals to clients and follow the sales process
• Develop weekly, monthly, and quarterly forecasts to ascertain value of sales to the client, the status of the sales, identified decision-makers, and next steps in closing opportunities
• Renew contracts on time and negotiate terms and pricing based on the client's evolving needs
• Communicate regularly with clients about service updates, improvements, and industry trends through meetings, reports, and other means to ensure transparency and trust
• Learn and maintain in-depth knowledge of company products and services, industry trends, and competition
• Help show the clients the value of their agreements and services
• Collaborate with technical teams to ensure that the IT services delivered align with the client's IT needs and expectations
• Monitor service performance and work with the technical teams to address issues or concerns promptly
• Coordinate and facilitate problem resolution to client satisfaction
• Solicit client feedback, analyze it, and use it to drive improvements in service delivery and client satisfaction
• Other responsibilities as assigned
• Stay current on IT industry trends, specifically those that will most impact assigned clients, and work to maintain technical proficiency and knowledge of network systems, hardware, and relevant software and cloud solutions (continuing education)
• Maintain current and accurate account and contact information within company's CRM/PSA software
• Attend and participate in team meetings
• Applying One Step Core Values in all you do, including:
• Humbly Exceptional
• All In, All the Time
• Imagine the Possibilities
• Always be Learning

Skills, Knowledge, Abilities:

• Experience with PSA/CRM software (i.e., ConnectWise)
• Maintain proficiency in dominant business technology such as Microsoft Office
• Strong understanding and proficiency with computers and technology
• More concerned with business process and technology strategy
• Exceptional presentation skills
• Strong attention to detail and accuracy
• Excellent documentation, math, organization skills, and proposal writing abilities
• Passion for helping business owners
• Versatility, self-motivation, and strong personal drive for results
• Strong selling and negotiation skills
• Demonstrated ability to be proactive and take the initiative to get things done
• Effective time management skills and the ability to multitask
• Ability to analyze problems and create solutions
• Superior verbal and written communication skills via phone, internet, and in person
• Excellent ability to communicate and be on par with C-Level executives and owners
• Ability to work cooperatively and effectively with different personality types, departments, and clients
• Solid understanding of client rapport building
• Understand fundamental business structure and functionality and can speak intelligently in business terms
• Dependability, including an excellent attendance record

Experience:

• 3+ years in a sales, customer service or Business Systems Analyst role supporting IT
• 3+ years business consulting and C-Level interaction
• Managed Services and Cybersecurity sales experience is a plus
• IT industry certifications are a plus

Key Performance Indicators (KPIs):

• Client MRR Growth
• Client lost MRR/Churn
• Client NRR Sold (product and labor)
• QSB's Completed with 100% C-Level Engagement

Training/Education:

• Minimum bachelor's degree and/or technical certification

Subject to Change:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Additional Requirements:

In addition to the technical knowledge, experience, and competence required of the Client Account Manager, Company's employees must also possess personal aptitude to solving problems, high intelligence, perseverance and orderliness, responsibility, drive toward and satisfaction at the attainment of goals, calmness and endurance under stressful conditions, consistency and predictability in the regular attendance to duty, individual initiative as well as participation in group efforts, correct estimation of specific circumstances and an absence of nonconstructive or ill-considered criticism, fairness, empathy and appreciation toward fellow workers and effective communications skills.

In keeping with these job requirements, Company utilizes application forms, interview procedures, and pre-employment non-medical testing regimens that will assist the company to determine whether applicants possess the skills, competency, and named personal attributes necessary to meet the company's performance standards. Applicants for Client Account Manager undergo such screening procedures.

Equal Opportunity Employer:

One Step is an Equal Opportunity Employer. The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, political affiliation, marital status, genetics, protected veteran status, sexual orientation, gender identity or other non-merit factor.