Client Account Manager (Cam)

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 businessRegularly review client documentation, updating it for accuracy and completenessPriority Alignment to the applicable Standard(s) per the technology roadmapProjects for the client's growthSchedule and deliver Quarterly Security Briefings to clients with a C-Level attendance and plan them one year outProvide 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 clientSeek opportunities to expand the range of services provided to clients, resulting in account growthCreate 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 needsCommunicate 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 servicesCollaborate with technical teams to ensure that the IT services delivered align with the client's IT needs and expectationsMonitor 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 satisfactionOther responsibilities as assignedStay 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 OfficeStrong understanding and proficiency with computers and technologyMore concerned with business process and technology strategyExceptional presentation skillsStrong attention to detail and accuracyExcellent documentation, math, organization skills, and proposal writing abilitiesPassion for helping business ownersVersatility, self-motivation, and strong personal drive for resultsStrong selling and negotiation skillsDemonstrated ability to be proactive and take the initiative to get things doneEffective time management skills and the ability to multitaskAbility to analyze problems and create solutionsSuperior verbal and written communication skills via phone, internet, and in personExcellent ability to communicate and be on par with C-Level executives and ownersAbility to work cooperatively and effectively with different personality types, departments, and clientsSolid understanding of client rapport buildingUnderstand fundamental business structure and functionality and can speak intelligently in business termsDependability, including an excellent attendance record Experience: 3+ years in a sales, customer service or Business Systems Analyst role supporting IT3+ years business consulting and C-Level interactionManaged Services and Cybersecurity sales experience is a plusIT industry certifications are a plus Key Performance Indicators (KPIs): Client MRR GrowthClient lost MRR/ChurnClient 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 unconstructive 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.