Account Manager

Essential Duties and Responsibilities

• Cultivate and maintain stakeholder relationships across assigned mid-market Growth Accounts, including primary contacts, decision makers, operational users, procurement, finance, influencers, and other key stakeholders. 
• Identify, qualify, document, and advance consultative growth opportunities within assigned accounts. This may include expansion of existing services and utilization as well as introducing new service lines. Partner with Product Management, Marketing, Sales Enablement, Operations, and other internal stakeholders to advance qualified opportunities.  
• Own renewal readiness planning for assigned accounts, including monitoring renewal timelines, competitive risk, pricing or scope considerations, and customer satisfaction. Support and manage the completion of renewal and RFP efforts.  
• Develop and manage proactive engagement plans for assigned accounts, including routine customer touchpoints at least every 60 days, with more frequent engagement based on account opportunity, risk, renewal timing, or customer need.  
• Provide timely responses and resolution to customer inquiries and issues by effectively collaborating with internal support teams. Maintain ownership of customer communication through resolution and identify recurring themes that may affect retention or growth.  
• Maintain account plans that define customer profiles, stakeholders, health indicators, growth and renewal goals, risks, and clear action items. Monitor service, revenue, utilization, adoption, engagement, and issue trends to identify opportunities or risks and update recommended actions accordingly.  
• Meet all internal deadlines for reports, action items, updates, and key activities as defined by the Director and/or Senior and Executive leadership. Maintain timely and accurate Dynamics (or current CRM) documentation for customer interactions, opportunities, risks, commitments, and next steps to support visibility, accountability, cadence adherence, and management reporting.  
• Perform other duties as assigned by Director and/or Senior and Executive leadership.  

Preferred Qualifications

• Strong verbal and written communication skills
• Effective relationship-building and networking skills, with the ability to communicate across multiple organizational levels.  
• Consultative account management, growth planning, and opportunity identification skills.  
• Analytical orientation, including the ability to interpret revenue, utilization, service, and account-health trends.  
• Familiarity with CRM systems, MS Office, and customer reporting and activity platforms.  
• Strong time management, portfolio prioritization, follow-through, and organizational skills.