Department: Client Engagement

Reports to: Director of Client Engagement

Department Growth Path: Enterprise Account Manager

Job Summary

The Account Manager is responsible for owning and strengthening client relationships within an assigned portfolio of accounts. This role serves as the primary point of contact and trusted advisor to clients, ensuring alignment between business objectives and technology solutions while delivering an exceptional client experience.

Success in this role is defined by long-term client retention, strong satisfaction and advocacy, and meaningful revenue growth within existing accounts. The Account Manager proactively identifies opportunities to expand value, deepen partnerships, and drive recurring revenue growth while maintaining a high standard of service and relationship excellence. 

Essential Functions

• Serve as the primary relationship owner for assigned accounts, building trusted advisor status across technical and executive stakeholders
• Prepare for and lead recurring client meetings to ensure alignment on business objectives, technology performance, priorities, and future initiatives
• Lead periodic account reviews and roadmap planning sessions focused on value realization, optimization, and long-term partnership growth
• Develop and execute strategic account plans that prioritize retention, client satisfaction, and sustained revenue expansion
• Identify and advance opportunities to increase service adoption, expand scope, and deepen client engagement in alignment with business needs
• Analyze client network diagrams, invoices, architecture documentation, and service utilization to uncover opportunities for optimization and growth
• Monitor and forecast account performance using defined health, satisfaction, and revenue indicators
• Partner closely with Outside Sales, Engineering, and Frontline teams to coordinate expansion initiatives and ensure seamless client experiences
• Act as a client advocate internally while aligning recommendations to company capabilities and strategic objectives
• Own the client lifecycle from onboarding through ongoing partnership, ensuring smooth transitions, successful adoption, and continued value delivery 

Qualifications

• Demonstrated ability to manage client relationships and lead recurring meetings
• Ability to read and understand client network diagrams, invoices, and client architecture documentation
• Strong knowledge of tracking performance metrics and forecasting to inform decision-making and drive results.
• Deep understanding of client health metrics and their impact on retention, satisfaction, growth, and overall client success.
• Ability to coordinate multiple projects, monitor progress, and ensure tasks are completed.
• Proven success retaining and growing accounts through relationship management and consistent service delivery
• Experience influencing senior stakeholders internally and externally
• Ability to translate complex technical environments into business-level strategy
• Ability to collaborate effectively with outside sales, engineering, and Frontline teams
• Proficiency with CRM and ticketing systems (preferably HubSpot/Autotask) including forecasting and account health tracking
• Demonstrated success managing and expanding large, complex enterprise accounts