Job Description

Job Title: Account Manager

Project Summary & Overview

We are seeking an experienced IT Account Manager to oversee client relationships across government and commercial sectors. This individual will serve as a trusted service representative to clients, driving customer satisfaction, technology adoption, and proactive account management.

The Account Manager will collaborate closely with delivery teams, pre-sales engineers, client representatives and executive leadership to ensure the success of IT services, managed services, software solutions, and consulting engagements.

Job Responsibilities

Client Relationship Management:

• Serve as the primary point of contact for assigned clients.
• Build and maintain long-term, trusted client relationships to drive satisfaction and loyalty.
• Conduct regular account reviews, client strategy sessions, and performance updates.
• Ensure contract compliance and quality.

Account Growth and Strategy:

• Identify upsell, cross-sell, and renewal opportunities aligned to client needs and strategic goals and share with Client Representatives for development.
• Develop account plans and collaborate with sales, delivery, and marketing teams to execute.
• Support capture management for RFPs, RFIs, and unsolicited proposals in both public and private sectors.

Solution Alignment:

• Have some fundamental understanding of client business drivers and map technology solutions (cloud, cybersecurity, digital transformation, application services, etc.) to their needs.
• Facilitate discussions around IT modernization, compliance, emerging technologies, and risk mitigation.

Operational Excellence:

• Work with service delivery teams to ensure high-quality project execution and SLA performance.
• Track and report on KPIs such as client satisfaction scores, contract renewals, and revenue growth.

Compliance and Contracts:

• Maintain knowledge of procurement processes, contract and compliance requirements.
• Ensure adherence to customer and regulatory standards.

Required Skills:

• 5+ years of experience in account management, client success, or business development roles. IT or service industry experience is not required but preferred.
• Proven experience managing complex accounts.
• Basic fundamental understanding of managed services, cloud computing, cybersecurity, and software solutions.
• Demonstrated success in growing client accounts and driving strategic initiatives.
• Excellent relationship-building and communication skills.
• Ability to work independently and collaboratively across technical and business teams.
• Bachelor’s degree in business, Information Technology, or a related field (master’s degree preferred).
• PMP, ITIL, or similar certifications are a plus.

Preferred Attributes:

• Experience working with CRM tools (e.g., Pipedrive, Salesforce, HubSpot).
• Strong analytical and problem-solving skills.
• Background in public sector compliance (e.g., FedRAMP, State IT Standards) and/or contracting knowledge.
• Familiarity with strategic IT trends such as AI, low-code platforms (like Power Apps), and digital citizen experience.

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