Account Manager
Job Type
Full-time
Description

Jump into a role that encourages you to think creatively while building relationships and crafting strategies for clients at one of the world’s most admired brands. 


As an Account Manager, you’ll lead post-sale client relationship management, working closely with Leapfrog clients to establish and maintain trusted advisor status. This role champions Leapfrog’s value for their assigned client base and is accountable for the satisfaction, retention, and growth of those accounts. You will proactively work internally and externally to identify needs, orchestrate resources, and facilitate important outcomes that enable your clients’ desired business objectives. 


This is an excellent opportunity to work with a strong, dedicated team backed by an established IT Company with seasoned leadership.


Essential Duties

  • Develops the overall relationship with assigned clients, which includes managing expectations, assuring ongoing satisfaction, the adoption of Leapfrog solutions, and client retention
  • Builds and maintains trusted advisor status at the tactical and strategic levels by understanding assigned clients’ challenges and key business needs while leveraging strong knowledge of Leapfrog’s products and services to recommend Leapfrog solutions that enable clients’ long-term business goals
  • Acts as a Leapfrog advocate for assigned clients, championing the value of Leapfrog’s products and services
  • Acts as a client advocate at Leapfrog, leveraging understanding of clients’ needs and direct client feedback to drive innovation in Leapfrog’s processes, products, and services
  • Partners with clients to build long-term account plans and technology roadmaps that connect assigned clients’ strategies with Leapfrog strategy
  • Monitors service levels, critical success factors, and key performance indicators to identify service gaps and technology issues, reporting status internally to the Leapfrog leadership team and externally to client executives and key contacts
  • Proactively maintains regular communication with assigned clients by sharing timely updates on Leapfrog performance, ensuring prompt resolution of complex issues, and negotiating project hurdles
  • Guides complex problem resolution by interfacing with clients and the appropriate Leapfrog operational groups and using persuasion, negotiation, and consensus-building skills
  • Leads quarterly strategic business reviews with C-level and stakeholders as the desired audience
  • Creates and furnishes client quarterly business review reports
  • Works to identify, develop and propose new business opportunities for assigned clients, creating accurate and timely proposals with the support of Leapfrog Sales Engineering
  • Assures accuracy of assigned client invoices, seeing that invoices are updated when services are sold or modified, answering recurring billing questions, and resolving invoice issues for assigned clients
  • Proactively manages client contract items including renewals, MSA compliance, and margin
  • Maintains the accuracy of Leapfrog’s CRM by consistently updating client status, tracking critical business activities, uploading client documentation, and maintaining client contacts
Requirements
  • Client-centric attitude and model of company’s Frogma values
  • Self-starter and team player that uses their knowledge to lift teammates and upskill Leapfrog operational groups
  • Excellent analytical and creative problem-solving skills
  • Excellent verbal and written communication skills with the ability to adapt to various Leapfrog and client audiences
  • Exceptional listening and follow-up skills
  • Ability to quickly diagnose, organize, and prioritize client issues and properly manage client expectations
  • Ability to multi-task and quickly adjust priorities in a diverse and rapidly changing environment while consistently meeting or out-performing deadlines
  • Excellent organizational and time-management skills with the ability to self-direct on assigned activities and manage multiple projects/initiatives simultaneously
  • Deep understanding of value drivers in recurring revenue business models
  • Ability to quickly learn new products and their capabilities, building and maintaining a deep understanding of Leapfrog’s products and services
  • Proven track record of successfully championing the value in managed services offerings at the C- and stakeholder levels using presentation, persuasion, negotiation, and consensus-building skills
  • Entrepreneurial spirit with a passion for business development and revenue growth
  • Combined 4+ years of relevant work experience in 1 or more of the following roles:
    • Client Success
    • Account Management
    • Strategic IT Consulting
    • Sales, with an emphasis on cross-selling
  • Demonstrable knowledge of common business operations and practices (e.g., budgeting, organizational structures)
  • Demonstrable knowledge of 2 or more of the following:
    • End User Support
    • Cloud Services (Public or Private)
    • Security/Compliance
    • Disaster Recovery/Business Continuity
    • Infrastructure/Network Management
  • Demonstrable proficiency with the Microsoft productivity suite, namely:
    • Word
    • Excel
    • PowerPoint
    • Outlook
  • Travel to client sites (est. 20-35%)
  • Professional dress code whether in the office, working remotely/on webcam, or in-person with a client
  • Proof of COVID-19 vaccination 

Preferred Experience & Qualifications

  • Combined 7+ years of relevant work experience in 1 or more of the following roles:
    • Client Success
    • Account Management
    • Strategic IT Consulting
    • Sales, with an emphasis on cross-selling 
  • Previous professional experience working for an IT Managed Service provider
  • Professional experience with 1 or more of the following products/vendors:
    • Fortinet
    • Kaseya
    • HubSpot
    • QuoteWerks
    • QuickBooks
  • Professional certifications or degrees from accredited institutions of learning, including but not limited to:
    • PMP
    • ITIL Foundations
    • AGILE Certified ScrumMaster
    • AGILE Certified Scrum Product Owner
    • Fortinet NSE2
    • Fortinet NSE3
    • Master’s Degree in Business Administration, or equivalent

 

We also offer the following benefits and perks:

  • Competitive pay - starting pay range is $65,000 - $90,000/year; however, base pay may vary depending on job-related knowledge, skills, and experience.  
  • 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!

Salary Description
$65,000 - $90,000