Client Account Manager (IT)

The Client Account Manager (CAM) is responsible for building, nurturing, and maintaining in-depth, long-term consultative relationships between the company and its clients. Their primary role is to serve as a liaison between the client and the company, ensuring that the client s needs and expectations are met and making it easier to do business with us. They work closely with senior decision makers (i.e., C-Level executives) to understand their business goals, challenges, and current and future technology requirements. The client views them as a valuable resource for business and technology guidance and as an extension of their leadership team. The CAM will work with clients to understand their IT environment and business objectives and then bring this understanding to our technical team to develop and implement appropriate solutions to reduce risk, assist growth with technology, and implement industry-current technology to accomplish their growth and risk reduction. By promoting growth through technology, the CAM plays a crucial role in helping our clients achieve their business objectives.

The CAM role is pivotal in ensuring that clients receive high-quality IT Services, that the company exceeds their needs, and that client businesses can operate smoothly with the support of reliable technology solutions. Building a strong, trusting relationship is crucial to ensuring client satisfaction. All of this is conveyed to the client by creating and presenting quarterly and annual reports, conducting quarterly meetings and recommending solutions and budgets over thirty-six month periods of time.

Roles and Responsibilities:

Manage client Relationship
Develop Client Business Profiles outlining the key aspects of the business, client s goals, IT Strategy, and how our IT services support these objectives
Foster a strategic relationship with the key decision maker(s) and determine how IT drives their business.
o Via that relationship and analysis, identify appropriate IT solutions and services that will result in business growth.
Analyze technical risks to identify business risks
Coordinate with the Technical Alignment Manager (TAM) for help with pre-sales, project design, and executing the roadmap to ensure that the client stays in alignment with the applicable Standard(s) post on-boarding
Consult with clients to develop long-term IT strategies, updated roadmaps, and budgets that align with the technology roadmaps developed at on-boarding, showing them how to leverage technology to improve their business
Regularly review client documentation, updating it for accuracy and completeness
Prioritize for the client:
o How and where to reduce risk
o Alignment to the applicable Standard(s) per the technology roadmap
o Projects for the client s growth
Schedule and deliver Quarterly Security Briefings to clients with a C-Level attendance and plan them one year out
o Provide Technology Summaries that reflect the business impact of technical misalignment
o Work to ensure client understands the need for and acquires products and services identified on the technology roadmap and budget developed during their on-boarding
Develop and continually update a cross-sell matrix which identifies products and services that are complementary to previous purchases made by the client
Seek opportunities to expand the range of services provided to clients, resulting in account growth
Create and deliver sales proposals to clients and follow the sales process
Develop weekly, monthly and quarterly forecasts to ascertain value of sales to the client, the status of the sales, identified decision-makers, and next steps in closing opportunities
Renew contracts on time and negotiate terms and pricing based on the Client s evolving needs
Communicate regularly with clients about service updates, improvements, and industry trends through meetings, reports, and other means to ensure transparency and trust
Learn and maintain in-depth knowledge of company products and services, industry trends, and competition
Help show the clients the value of their agreements and services
Collaborate with technical teams to ensure that the IT services delivered align with the client s IT needs and expectations
Monitor service performance and work with the technical teams to address issues or concerns promptly
Coordinate and facilitate problem resolution to client satisfaction
Solicit client feedback, analyze it, and use it to drive improvements in service delivery and client satisfaction
Maintain current and accurate account and contact information within company s CRM/PSA software
Other responsibilities as assigned
Stay current on IT industry trends, specifically those that will most impact assigned clients, and work to maintain technical proficiency and knowledge of network systems, hardware and relevant software and cloud solutions (continuing education).
Attend and participate in team meetings
Applying One Step Core Values in all you do, including:
o Humbly Exceptional
o All In, All the Time
o Imagine the Possibilities
o Always be Learning

Equal Opportunity Employer:

One Step is an Equal Opportunity Employer. The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, political affiliation, marital status, genetics, protected veteran status, sexual orientation, gender identity or other non-merit factor.