Account Manager

No. of Positions: 1

Experience: 10-12 years

Location: NJ, US

Division: IT Consultancy

Key Roles & Responsibilities:

• Manage all aspects of the client relationship and work with them in a consultative manner to provide strategic advice and understand their needs.

• Work within all areas of the account to effectively communicate client needs and ensure all client obligations meet and exceed their expectations.

• Understand the customers' environment and apply knowledge to improve the overall support experience.

• Manage customer specific requirements and ensure alignment with the company support management functions and software development cycles.

• During any critical events, facilitate issue resolution.

• Work closely with the technical/support team to expedite case resolution.

• Understand and evaluate business opportunities within the account and report to the Geography/ Account Head so that appropriate actions can be taken.

• Oversee operations for different teams working on the same account and ensuring a successful engagement at all levels.

• Provide informed strategic planning, storage support best practices, and upgrade advice.

• Conduct regular operational service reviews and provide personalized best practice recommendations.

• Set up an efficient communication plan with the client and internal management for reporting status on different assignments on a daily, weekly, monthly basis.

• Strategically positioned to review and oversee all of assigned customers' technical/support activity, enabling maximum efficiency while minimizing risk.

• Through a combination of expertise, analytics, tools and an understanding of customers' operating environment will consult and provide deliverable aimed to mitigate risk and ensure stability.

• Help build and document customer solutions processes and work to continuously improve and scale the customer solution function within the account.

• Educate and make the customer understand as needed on the various tools that are used in the company for maximizing efficiency and minimizing risk.

• Develop a strong knowledge of the healthcare industry.

• Resource competency management by developing competency matrix and positioning team members on the same to identify growing talent.

• Devise and propose strategic policies to retain talent and thereby client business.

• Ensure effective handover and transition process when new members are added to the team

• Travel readiness

Qualifications, Skills & Experience

Overall 10-12 years of experience in the industry managing large or a set of multiple accounts encompassing- Requirement Management, Project Planning, Project Monitoring, Client Relationship Management, Process Management, Presales, and People Management.

• A Bachelor of Science Degree in Computer Science or related field.

• Excellent written and verbal communication skills.

• Good interpersonal communication and customer service skills are needed in order to work successfully with customers and cross-functional teams to help to augment account.

• Escalation management experience is strongly desired.

• Proven organizational skills demonstrated by thorough project plans, client agendas, and client presentations.

• Professionally handle conflicts and customer expectations.

• Attention to detail and consistent production of accurate and timely presentations, reports, and analyses.

• Proficiency with creation and maintenance of project plans.