Purpose of the Position:

The position plays a crucial role in building, nurturing, and maintaining long-term relationships with clients, acting as a trusted advisor and strategic partner. Will serve as the liaison between clients and the company, ensuring client needs are met while delivering optimal IT solutions. By working closely with senior decision-makers (including C-Level executives), you will understand their business objectives, challenges, and technology requirements, and delivers tailored IT solutions to help clients achieve growth and mitigate risks. This role is vital to maintaining high-quality service and promoting business success through technology.

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.

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
Priority Alignment to the applicable Standard(s) per the technology roadmap
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
Provide Technology Summaries that reflect the business impact of technical misalignment
Work to ensure client understands the need for and acquires products and services identified on the technology roadmap and budget developed during their onboarding
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
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).
Maintain current and accurate account and contact information within company’s CRM/PSA software
Attend and participate in team meetings
Applying One Step Core Values in all you do, including:
Humbly Exceptional
All In, All the Time
Imagine the Possibilities
Always be Learning

Skills, Knowledge, Abilities:

Experience with PSA/CRM software (i.e., ConnectWise)
Maintain proficiency in dominant business technology such as Microsoft Office
Strong understanding and proficiency with computers and technology
More concerned with business process and technology strategy
Exceptional presentation skills
Strong attention to detail and accuracy
Excellent documentation, math, organization skills, and proposal writing abilities
Passion for helping business owners
Versatility, self-motivation, and strong personal drive for results
Strong selling and negotiation skills
Demonstrated ability to be proactive and take the initiative to get things done
Effective time management skills and the ability to multitask
Ability to analyze problems and create solutions
Superior verbal and written communication skills via phone, internet, and in person
Excellent ability to communicate and be on par with C-Level executives and owners
Ability to work cooperatively and effectively with different personality types, departments, and clients
Solid understanding of client rapport building
Understand fundamental business structure and functionality and can speak intelligently in business terms
Dependability, including an excellent attendance record

Experience:

3+ years in a sales, customer service or Business Systems Analyst role supporting IT
3+ years business consulting and C-Level interaction
Managed Services and Cybersecurity sales experience is a plus
IT industry certifications are a plus

Key Performance Indicators (KPIs):

Client MRR Growth
Client lost MRR/Churn
Client NRR Sold (product and labor)
QSB’s Completed with 100% C-Level Engagement

Training/Education:

Minimum bachelor’s degree and/ or technical certification

Compensation:

Base plus commissions. OTE - $90,000

Subject to Change:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Additional Requirements:

In addition to the technical knowledge, experience and competence required of the Client Account Manager, Company’s employees must also possess personal aptitude to solving problems, high intelligence, perseverance and orderliness, responsibility, drive toward and satisfaction at the attainment of goals, calmness and endurance under stressful conditions, consistency and predictability in the regular attendance to duty, individual initiative as well as participation in group efforts, correct estimation of specific circumstances and an absence of nonconstructive or ill-considered criticism, fairness, empathy and appreciation toward fellow workers and effective communications skills.

In keeping with these job requirements, Company utilizes application forms, interview procedures and pre-employment non-medical testing regimens that will assist the company to determine whether applicants possess the skills, competency and named personal attributes necessary to meet the company’s performance standards. Applicants for Client Account Manager undergo such screening procedures.

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.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Vision insurance

Work Location: In person

One Step Secure IT

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Account Manager for IT