Account Manager

Description

Responsibilities

• Serve as the primary contact and advocate for assigned partners
• Build and maintain strong relationships with partners understanding their evolving business needs
• Document partner business processes and recommend improvements when appropriate
• Write clear and accurate scope of work documentation based on functional requirements
• Establish project milestones and timelines in collaboration with partners and internal teams
• Conduct functional testing and partner acceptance reviews
• Track account health status and opportunities for growth
• Forecast and report on key account metrics Participate in quarterly reviews and escalate issues as needed
• Support renewal and upselling efforts in collaboration with Sales

Scope and Impact (Accountability)

Account Managers are ultimately accountable for the success and satisfaction of their assigned partnerships. While they do not directly control budgets they significantly influence partner retention expansion opportunities and overall revenue impact through effective project delivery proactive communication and consistent support. Their work impacts the companys reputation partner trust and the efficiency of internal development resources. Account Managers make day-to-day decisions regarding partner needs project priorities and communication strategies and escalating issues as needed. They are responsible for managing timelines and ensuring projects are delivered in scope and on schedule.

• Manage multiple accounts and projects simultaneously with competing priorities.
  Translate complex partners into clear actionable functional requirements.
  Communicate effectively with both technical teams and non-technical stakeholders.
• Balance partner expectations with available internal resources and timelines.
  Make day-to-day decisions independently while recognizing when to escalate issues.
• Adapt quickly to changing partner priorities or internal shifts in development capacity.
  Maintain poise and professionalism during high-pressure situations or partner escalations.
  Interpret and apply project milestones and deliverables across a wide range of partner types.
  Understand and document business processes that vary significantly between partners.
  Build credibility and trust with clients who may be risk-averse or resistant to change.

Qualifications

• Bachelors degree in a technical business or related field preferred. Equivalent relevant work experience may be substituted.
• Minimum of 2 years of experience in project management software implementation client relationship management or a related field. Experience working with web-based applications and cross-functional teams is strongly preferred.
• Strong written and verbal communication skills
  Proven ability to gather document and communicate functional requirements
  Analytical thinking and problem-solving skills
  Ability to manage multiple projects and prioritize competing demands
  Strong interpersonal skills with a client-first mindset
  Conflict resolution and negotiation capabilities
  Proficiency in Microsoft Office (Word Excel PowerPoint)
  Comfortable interfacing with both technical and non-technical stakeholders
  Detail-oriented with strong organizational skills