Director of Account Management
Description

  

The Director of   Account Management leads the account management team and builds relationships with existing clients. They work closely with clients to identify their needs. They also develop strategies to grow their client base and ensure that the team is providing quality, cost-effective services. This position will own all phases of the Leapfrog customer lifecycle and be responsible for engaging company resources to strategically identify opportunities and meet customer needs. Reporting to the Chief Operating Officer, the position is based in Atlanta with some travel requirements to visit clients and prospective clients, primarily in the southeastern United States. 


Primary Responsibilities

Strategic Account Management

  • Develop and manage deep strategic relationships through a structured account management methodology.
  • Consultatively help ensure alignment of customer’s business strategy, security posture, and IT operations.
  • Develop      and manage account plans and key CRM processes to proactively drive      customer growth and retention
  • Ensure the health and success of customer relationships through key performance metrics and internal margin analysis.
  • Manage annual customer survey process and leverage survey baseline to drive continual improvement.
  • Identify customer needs/opportunities and collaborate with the leadership team to develop new services & solutions.
  • Drive incremental revenue by targeting customer referrals and systematically identifying upsell/cross-sell opportunities.
  • Work with customer and internal resources to create customer IT roadmaps inclusive of the scope, timing, & budget.

Team Leadership 

  • Provide guidance, leadership, and feedback to help team members deliver the highest quality service to our customers.
  • Implement and improve procedures, processes, and tools to help ensure customer satisfaction and employee success.
  • Instill confidence, motivation, and fun to create a high-performing and engaging team.
  • Ensure that employees consistently meet key business metrics and measurements.
  • Attract, hire, and develop sales and account management talent.
  • Ensure the team stays aware of industry and customer trends and has the appropriate service & solution knowledge.


Key Measures of Success  

  • Client retention
  • Client gross margin
  • Client satisfaction scores
  • New monthly recurring revenue
  • Annual sales dollars
Requirements

  

  • Proven ability to consultatively manage and grow existing customer accounts.
  • Demonstrated development of strong customer relationships at all levels leveraging executive and cross-functional collaboration.
  • Demonstrated ability to attract, hire, and develop talent.
  • Demonstrated success in leveraging CRM tools and processes to retain and grow existing customer accounts.
  • Excellent communication skills – verbal, written, listening, and negotiating.
  • Strong presentation skills including expertise in PowerPoint.
  • Great interpersonal, problem-solving, and organizational skills to work with colleagues and customers
  • Effective coaching, motivation, and leadership skills.
  • Ability to identify risks and opportunities from multiple perspectives (revenue, legal, and delivery)
  • Highly collaborative and thrives working in a team-orientated environment.

Preferred Experience & Qualifications  

The Ideal candidate is:

  • Knowledgeable with business and operations and can articulate how the company brings value to each client.
  • Competent with strong emotional intelligence and can anticipate and find win/win resolutions with issues regarding client satisfaction.
  • Articulate and able to communicate effectively with the C-suite. 
  • A people person that enjoys working collaboratively with clients and co-workers.

The ideal candidate has: 

  • Combined 7+ years of relevant work experience in 1 or more of the following roles:
    • IT Leadership (CIO, IT Director, IT Manager or other Senior level role)
    • Consulting
    • Sales, with an emphasis on cross-selling
    • Account Management
  • Previous professional experience working for an IT Managed Service provider
  • Combined 7+ years of relevant work experience in 1 or more of the following roles:
    • Customer Service
    • CRM Platforms
    • Sales Quoting Systems

 

We also offer the following benefits and perks:

  • Comprehensive benefits (medical, dental, vision)
  • Life and Disability Insurance
  • Telemedicine
  • 401k match
  • Certification/Education program
  • Hybrid Work Office
  • Health and wellness program

Leapfrog Services provides managed IT services for businesses and nonprofits worldwide. Founded in 1998 with the philosophy that IT should enhance your business, not get in the way of it, we consider ourselves to be a service company — one that delivers the highest possible level of technical expertise with an unwavering dedication to extraordinary service.  In our world, high-tech doesn't mean high jargon or high stress — it means high touch and high availability. If you love working with leading-edge technology, want to be part of a fun, service-based culture, and prefer the security of an established company with growth opportunities and excellent benefits, Leapfrog is just the pond you're looking for!