Client Account Manager

Client Account Manager

Department: Management

Reports to: CEO/Owner

About The Role:

As an Account Manager at Netgigix System Inc., you will take the lead in managing client relationships and their business needs with unwavering dedication. Your primary responsibility will be to serve as the key liaison between our organization and our valued clients, advocating for their interests and ensuring their satisfaction with our services. Reporting directly to the CEO/Owner, you will play a pivotal role in upholding company policies and procedures, ensuring adherence to high standards of service delivery and client engagement.

In this dynamic role, independence, business acumen, and exceptional client service skills are essential. You will be relied upon to provide insightful guidance and strategic recommendations to clients, leveraging your deep understanding of their business objectives and our portfolio of IT solutions. Your organizational prowess will be put to the test as you meticulously track client work, service calls, and related documentation to ensure accuracy and timeliness in service delivery.

As a true team player, you will collaborate closely with our internal service department to maintain a high level of client retention and satisfaction. Your ability to foster strong internal partnerships and effectively communicate client needs will be critical in ensuring seamless service delivery and exceeding client expectations. Additionally, you will engage regularly with our Virtual Chief Information Officers (vCIOs) to ensure that clients receive optimal service from the sales side of the business. By aligning sales strategies with client needs and objectives, you will play a crucial role in driving business growth and client success.

Join our team at Netgigix System Inc. and embark on a rewarding career journey where your expertise and dedication will directly contribute to the success of our clients and our organization. Apply now to become an integral part of our mission to deliver exceptional IT solutions and unparalleled client service.

Account Manager Attributes and Characteristics

• Proficient in generating Quotes, Proposals, and RFP responses, leading internal teams in requirements gathering. 
• Facilitate clear project status communication for management and project teams.
• Deep understanding and expertise in our technology stack, ensuring alignment with client requirements and business objectives.
• Proficient communication with client business owners and stakeholders, focusing on meaningful engagement and alignment of our solutions with their strategic goals.
• Maintain a thorough understanding of each client’s business context, needs, and IT landscape, translating insights into tailored service and product recommendations.
• Stay abreast of market trends, competitors, and industry-leading strategies to provide proactive insights and recommendations to clients.
• Ensure meticulous tracking of all client account activities within the PSA system to maintain transparency and operational efficiency.
• Collaborate cross-functionally to develop and refine technology plans that effectively support and align with client requirements and organizational goals.
• Identify emerging trends and develop strategic initiatives to capitalize on opportunities that align with client and organizational objectives.
• Create and implement a comprehensive client touch plan and communication strategy to foster strong client relationships and enhance satisfaction.
• Implement this plan on our PSA recurring board/category
• Collaborate with leadership to prioritize and rank clients using the ABC Client Ranking methodology, developing tailored improvement plans to enhance client relationships and service delivery.
• Proactively create and manage opportunities within the PSA system for procurement and sales requests, ensuring seamless handover to the sales department for further action.
• Champion client interests on service issues, collaborating internally with the service team to promptly address and proactively mitigate recurring issues through robust problem management practices.

Position Responsibilities:

• Client Retention and Client Satisfaction
• Manages our relationship with assigned clients and to that end, supports the vCIOs.
• Assist with the preparation of QBRs, when needed.
• General client engagement
• IT Infrastructure roadmap/budget attainment
• Service expansion/renewal

Knowledge, Skills, and Abilities:

• Proficiency in leveraging and adapting to technological advancements to meet evolving business needs.
• Ability to build and maintain strong client relationships, serving as a dedicated point of contact and advocate for client needs.
• Exceptional organizational skills to efficiently manage multiple tasks, ensuring adherence to company policies and procedures.
• Excellent communication skills, both verbal and written, to facilitate clear and concise interactions with clients and internal teams.
• Proven track record of collaborating effectively with internal departments to ensure seamless service delivery and client satisfaction.
• Proactive problem-solving skills, with the ability to address client concerns promptly and effectively.
• Commitment to continuous learning and professional development to stay updated with industry trends and technologies.
• Strong business acumen to understand client needs, translate them into actionable plans, and contribute to business growth and success.
• Computer software proficient: CRM Mastery, Office 365 Expertise (Word, Excel, PowerPoint, Outlook, SharePoint, OneNote, Teams, Visio), and Proficiency in PSA Tools and RMM Systems.
• Flexibility for occasional travel to client sites during business hours is required for this position.

Credentials and Experience:

• Bachelor's or associate degree.
• Three to eight years related experience OR Equivalent combination of education and experience.

Pay: Base ($45,000 - $60,00) + bonus 

Our Commitment

At Netdigix Systems, we pride ourselves on fostering a supportive team environment and cultivating a great company culture where collaboration, innovation, and respect are paramount. We believe in empowering our employees to succeed through continuous learning, professional development opportunities, and a commitment to work-life balance. Our competitive compensation package includes a salary commensurate with experience, bonus incentives, and comprehensive benefits to support your well-being and growth.

We uphold fairness in our selection process, valuing diversity and inclusion in building a talented workforce that reflects our community. We adhere to industry-standard practices, ensuring transparency, integrity, and equal opportunity for all candidates. Join our team at Netdigix Systems and experience a workplace where your contributions are valued, your career ambitions are supported, and together, we achieve excellence in delivering innovative IT solutions.