Job Title: PMO Account Manager

Job Summary

The PMO Account Manager holds overall ownership of assigned customer accounts and is responsible for customer satisfaction, financial performance, communication, and delivery outcomes. This role serves as the primary customer-facing leader, ensuring accurate scope execution, billing integrity, and operational alignment. The PMO Account Manager delegates day-to-day execution to Senior PMO Tower Coordinators while maintaining accountability for results, governance, and continuous improvement.

Key Responsibilities

Account Ownership & Customer Satisfaction

• Own overall customer satisfaction for assigned account(s)
• Serve as the primary point of contact for customer communication and relationship management
• Lead regular customer meetings, status reviews, and escalation management
• Ensure customer expectations align with contracted scope and delivery standards

Leadership & Delegation

• Delegate day-to-day operational and project tasks to Senior PMO Tower Coordinators
• Provide direction, prioritization, and oversight to ensure successful execution
• Act as an escalation point for complex delivery, billing, or customer issues

Financial & P&L Responsibility

• Own P&L responsibility for assigned account(s)
• Monitor revenue, margin, forecasting, and cost controls
• Identify financial risks and opportunities and drive corrective actions as needed

Billing Oversight

• Review and approve billing for accuracy, completeness, and contractual compliance
• Ensure billing aligns with approved work scope, milestones, and deliverables
• Partner with Finance and Operations to resolve billing discrepancies

Service Delivery & Implementation

• Participate in new account and project implementations
• Ensure proper setup of scope, milestones, billing rules, and workflows
• Support seamless handoff from Sales to Operations and PMO

Scope & Template Ownership

• Own and ensure accuracy of work scope documentation and templates
• Validate scope changes are documented, approved, and communicated appropriately
• Ensure templates support consistent execution and billing accuracy

Knowledgebase Ownership

• Own and coordinate the accuracy of account-related knowledgebase documentation
• Ensure procedures, standards, and reference materials remain current and aligned
• Partner cross-functionally to maintain documentation integrity

Governance & Reporting

• Ensure adherence to PMO governance standards and processes
• Review account performance metrics and reporting
• Drive continuous improvement initiatives across assigned accounts

Work Environment

• Hybrid or remote environment depending on business needs
• May require occasional travel or extended hours during implementations or escalations

Disclaimer

This job description is not intended to be all-inclusive and may be modified based on business needs.

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Qualifications

Education & Experience

• Bachelor’s degree in Business, Project Management, Operations, or related field preferred
• 5+ years of experience in PMO, account management, or service delivery roles
• Experience managing enterprise or multi-project customer accounts

Skills & Competencies

• Strong customer-facing leadership and communication skills
• Proven financial and P&L management experience
• Ability to lead through delegation and accountability
• Strong attention to detail with scope, billing, and documentation accuracy
• Excellent problem-solving and cross-functional collaboration skills