Account Manager

Position Summary

We are seeking a proactive and relationship-focused Account Manager to join our growing team. This role is ideal for a dynamic professional who is equally passionate about client success strategic growth and cross-departmental addition to traditional account management responsibilities this individual will take full ownership of KDGs Account Review process including the Relationship Maturity Check and Triple Fit Strategy analysis.

The Account Manager will serve as a key liaison between clients and KDGs internal teamsincluding Professional Services Sales and Marketingto uncover growth opportunities nurture long-lasting relationships and drive meaningful outcomes for our clients and our organization.

Key Responsibilities

Client Relationship Management

• Act as the main point of contact and strategic advisor for a portfolio of clients.
  

• Build deep trust-based relationships with decision-makers and stakeholders.
  

• Conduct regular check-ins to ensure alignment on goals progress and satisfaction.
  

• Respond promptly to issues or questions and act as a client advocate internally.
  

• Develop account plans for key clients to guide long-term engagement.
  

Customer Success & Journey Optimization

• Champion the success of each client by deeply understanding their goals challenges and evolving needs.
  

• Assess and improve the client journey across all stages of engagement from onboarding to long-term success.
  

• Monitor success metrics and sentiment indicators addressing friction points before they escalate.
  

• Partner with internal teams to adapt delivery approaches or solutions based on client feedback and business outcomes.
  

Account Review Leadership

• Own the full Account Review process including:
  

• Bi-monthly client selection based on CRM/Analytics triggers.
  

• Collaboration with PMs and BAs to prepare client-specific review materials.
  

• Facilitation of Relationship Maturity Checks and assessments.
  

• Ownership of Account Review processes and meetings
  

• Execution of meetings documentation and internal debriefs.
  

• Ensure all meeting outputs action items and documents are accurately captured and shared.
  

Strategic Expansion & Collaboration

• Identify and recommend service expansion opportunities based on client needs and organizational maturity.
  

• Coordinate with Sales on upsell and cross-sell initiatives that align with client strategy.
  

• Work closely with Professional Services to validate delivery performance and opportunities for deeper engagement.
  

• Collaborate with Marketing and Sales to highlight client successes generate case studies client generated reviews testimonials or support client-centric campaigns.
  

Contract & Renewal Management

• Track renewal timelines and proactively engage clients to ensure contract continuity.
  

• Participate in contract discussions scoping updates and pricing adjustments in collaboration with Sales and PMs.
  

• Document and negotiate changes in scope or service expectations to support retention and clarity.
  

Executive Reporting & Risk Mitigation

• Produce quarterly or as-needed executive briefings for key clients.
  

• Identify and escalate potential risks dissatisfaction signals or signs of account atrophy.
  

• Develop mitigation plans and involve appropriate stakeholders as needed.
  

Reporting & Metrics

• Measure account performance engagement health and revenue trends using tools like Zoho CRM and Zoho Analytics.
  

• Track KPIs such as invoice deltas expansion conversions and success milestones.
  

• Maintain clear documentation and ensure accurate reporting for internal and client-facing needs.
  

What Success Looks Like