What are the responsibilities and job description for the Senior Account Manager position at SEBPO?

The Senior Account Manager is responsible for driving the growth and success of each assigned SEBPO client. As a part of the Account Management team, the Senior Account Manager plays a crucial role in driving business growth, expanding the existing client base, and nurturing strong client relationships.

Essential Duties and Responsibilities

Revenue Generation & Growth : Drive revenue growth through effective client development strategies, upselling and cross-selling initiatives, partnering with SEBPO Sales as needed, and maximizing client lifetime value.
Client Engagement : Establish and maintain strong working relationships for each designated client account by meeting with POCs in person and remotely. Develop a strategic client plan for each client account. Work with Sales Directors, Client Success Managers, Implementations, and Service Delivery to manage the client relationship, drive optimization of deliverables, provide strategic leadership of partnerships, and grow the scope of the engagement over time. Act as the owner and executive-level communicator for assigned SEBPO client engagements.
Strategic Planning and Partnership : Own total account performance for designated accounts by creating and using a strategic client development plan. Create a delivery roadmap and strategic short- and long-term goals. Collaborate with internal and external stakeholders and cross-functional leaders to define, prioritize, and develop strategies for client retention and account growth. Measure the performance of our teams against client KPIs, and use data to help evaluate service deficiencies.
Exception Handling : Respond to client news and developments, including acquisitions or mergers. Determine how it will affect the business and respond to client POCs appropriately. Proactively offer solutions to assist with changes in client business needs. Escalate critical issues or potential loss of clients to internal stakeholders to ensure an appropriate response. Leverage PMO for large deals or challenging projects. Suggest software, tools, and platforms to leverage for project success.
Operations : Identify critical operational issues or challenges and work with SEBPO leadership for quick resolution. Operationalize client plans across various business units consistent with client goals or to increase the level of SEBPO’s support. Perform operational assessment and ensure support structure and resources from other SEBPO departments are in place to enable consistent KPI and SLA achievement. Serve as an escalation point when needed. Participate in strategic, tactical, and financial planning and development sessions.
Client Retention : Ensure high client satisfaction and retention rates by building strong, long-term relationships, visiting clients and attending events with them, understanding client needs, understanding how the client company operates, and providing exceptional service.
Pipeline Management : Maintain a pipeline in Salesforce of all active potential new client teams and team increases. Work through the pipeline daily to ensure progress is made on each opportunity. Act as the driving force behind each opportunity. Communicate regularly with implementations to ensure they are kept up to date on pending implementations. Facilitate contract signing with legal teams to push deals across the finish line.
Performance Tracking : Establish key performance indicators (KPIs) to measure the effectiveness of client development efforts, track progress, and assist the VP of Client Development in reporting results to senior leadership.
Budgeting and Forecasting : Assist in the development and management of the client development budget, create revenue projections, and optimize resource allocation to attain financial targets.
Market Analysis : Conduct market research, analyze industry trends, and stay updated on competitor activities to identify opportunities for growth and adapt strategies accordingly.
Industry Networking : Represent the company at industry events or key client meetings as needed.

Day-to-day management :

Maintain Salesforce records and information for assigned client accounts

Assist in overseeing team structure, SOPs, and escalation procedures

Ongoing review of account status and risk identification

Analyze, evaluate, and overcome risks, as well as produce reports for management and stakeholders

Document progress, including implementation, timelines, issues, risks, and successes to retain and grow accounts

Other duties and responsibilities as assigned

Qualifications & Requirements

Bachelor's degree (or equivalent experience) in media, marketing, public communications, business, or a related field.

5 years experience in a client engagement / account management / program management role focusing on strategic initiatives.

Ability to interface with C-Level and VP-Level client contacts.

Experience creating or improving processes.

Sense of ownership and pride in personal performance and its impact on SEBPO’s success.

Exceptional attention to detail and organization skills.

Ability to work with internal staff (C-level to Administration, Sales, Customer Success, Delivery Centers) and external clients.

Excellent verbal and written communication skills.

Strong computer skills, including Salesforce, MS Office, Google for Work, etc.

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