Client Account Manager

Full Job Description

We are growing fast and are looking to add a client focused team member who has strong communication abilities, and most importantly, the desire to help others and make a real difference with clients’ needs. Our clients rely on us for their day-to-day technology needs along with strategic planning and management of their technology infrastructure. This is a role that is perfect for someone wants to exercise creativity and analytical thinking skills while focusing on developing meaningful relationships with business owners.

The Client Success Manager is the voice of Onsite Logic, advocating for engagement and positive client success, while working with a forward thinking, innovative cybersecurity organization. The CSM works with clients to help identify pain points, challenges, risks, and feedback and then creates plans or actions to build or solve those items. This is done through consistent and scheduled health checks and survey management, where the CSM acts as a trusted advisor to clients and advocates on their behalf. This is a mid-level position and is provides a large degree of autonomy and ownership over the work involved in this role.

If you are a proactive, results oriented individual that thrives in a high energy environment, this may be a good role for you! This role is vital in our growth strategy, and is responsible for prospecting, nurturing, and closing quotes and projects within your assigned client base. This role enthusiastically manages quotes and closes leads with accurate reporting.

Previous demonstrated account management is important. A passion for technology, a desire to deliver amazing customer service, and an internal drive for self-development are the real keys to success at Onsite Logic. Our goal is to hire and keep exceptional associates who share our focus to deliver tremendous client care consistently.

Essential Duties & Responsibilities

• Build and maintain relationships with assigned customers, helping them with issues and continually delighting them with a positive, customer-centric attitude.
• Provide proactive strategy and account management for assigned customer accounts.
• Prepare, deliver, and manage quotes for IT hardware, software, and services to existing customers.
• Work closely with Operations, Sales, and other departments to ensure an exceptional customer experience and address any customer issues.
• Drive upgrade revenue through increased service adoption and usage.
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
• Perform periodic customer success reviews to confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Onsite Logic's services throughout the account.
• Develop tools, processes, and best practices to ensure customers realize the greatest possible value from their Onsite Logic program.
• Ensure each client understands the ROI/value Onsite Logic delivers to their business by conducting virtual or on-site business reviews that align with the client’s business goals and objectives.
• Follow-up diligently on all account management-generated leads.
• Conduct product demonstrations, lead technical discussions, and ensure successful solution deployments.
• Provide accurate forecasting/pipeline information to management on a weekly basis.
• Consistently exceed monthly quotas and sales targets.
• Maintain in-depth knowledge of Onsite Logic's solutions and industry trends.
• Conduct business-oriented discussions with prospects about how our solutions will benefit their organization.
• Maintain exceptional organizational, interpersonal, and communication skills.

Key Performance Indicators

• Consistent high client satisfaction and NPS scores.
• Consistent achievement of sales goals.
• On time performance in quote generation, client lead closes, and sales reporting.

Job Qualifications

• Experience working with senior and executive-level customer contacts.
• Account management experience, preferably for an IT MSP, IT Services Firm, or IT Supply Firm.
• 2 years of technical knowledge and/or experience in either hardware or software sales, or similar experience in account management.
• Proven track record of meeting/exceeding sales targets in a telephone or face-to-face environment.
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end-user personnel in large enterprises.
• High energy, gritty, driven, passionate about sales and your customers, and eager to earn significant sales commissions.
• A motivated, coachable, and competitive go-getter, a resilient achiever driven to win and excel.
• An energetic team player with exceptional organizational, interpersonal, and communication skills.

Education & Experience

• Accounts Management Experience (IT MSP or IT Support): 3 years (Preferred)
• Customer service: 3 years (Preferred)
• Familiarity with TruMethods framework a plus