Account Manager

We are looking for an Account Manager to create long-term, trusting relationships with our customers. The Account Manager’s role is to oversee a portfolio of assigned customers, develop new business from existing clients and actively seek new sales opportunities.

Account management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports. Account Managers also answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (Design, Project Management and Product Development departments) to improve the entire customer experience.

Responsibilities

• Serve as the lead point of contact for all customer account management matters
• Build and maintain strong, long-lasting client relationships
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Prepare reports on account status
• Collaborate with sales team to identify and grow opportunities within territory
• Assist with challenging client requests or issue escalations as needed

Scope of Work:

Sales Management:

• Attracting new clients
• Manage pitches and proposals
• Creating quotations for straight forward projects/scope and changes
• Presenting the company's work, services, team and credentials
• Contracts, agreements & invoices administration

Client Relationship Management:

• Current client retention
• Ensuring client satisfaction throughout the engagement
• Advocating for clients internally
• Understanding clients business, requirements and expectations
• Running client meetings, presentations and workshops
• Managing account politics and understanding of decision making, power distribution and strategic relations

Project & Team Management:

• Aligning priorities with the Project Management Office and ensuring accounts get proper attention
• Ensuring team on boarding on project vision and client expectations
• Communication and follow up with team on progress and alignment towards goals
• Managing account support activities
• Internal reviews of client deliverables, anticipating feedback and amending deliverables accordingly
• Raising early flags of project anomalies and client dissatisfaction
• Preparing team for meetings and setting expectations & objectives
• Breaking down project scope into actionable items
• Using the proper communication tools & following through PM process in place (kanban)

Product/Project Management:

• Scope & Expectations Management and avoiding under/off deliveries and scope creeps
• Preparing project roadmap (timeline, workshops, milestones & deliveries) and aligning it with clients expectations and business plans
• Quality management of released products
• 3rd Party management

Account Management:

• Understanding of basics of the workflow within robusta
• Understanding of the basics of the different technologies, platforms, design/development tools, devices, operating systems, browsers, operating environments and the respective possibilities/limitations
• Reporting on different activities (dashboard, client reports, etc..)
• Documentation of brief, scopes, meeting minutes, etc..
• Followup on invoicing and collections