Client Account Manager

Key Responsibilities 

Client Account Management 

• Manage a high-volume portfolio of client accounts, providing timely, professional, and customer-focused support. 

• Create and execute a lightweight, activity based annual plan of client activity by account (renewals, transactions, key touchpoints 

• Serve as the primary day-to-day contact for client requests, questions, and follow-ups. 

• Maintain regular client touchpoints to ensure satisfaction, awareness of services, and responsiveness to needs. 

• Coordinate internal teams to ensure client requests are tracked, communicated, and resolved efficiently. 

Transaction Management & Revenue Capture 

• Execute and manage repeatable, transactional client activity, including:  

• Software renewals (Microsoft and ISV) 

• MCA Connect IP transactions and renewals 

• Services renewals and extensions 

• Smaller change orders and incremental services requests 

• Ensure transactions are properly documented, approved, and handed off internally for execution and billing. 

• Support forecasting and tracking transactional revenue within the assigned portfolio. 

Customer Service & Satisfaction 

• Deliver a consistently high level of customer service, acting as a dependable and responsive point of contact. 

• Support client escalations by coordinating internally and communicating status and resolution clearly to the client. 

• Execute client satisfaction surveys and follow up on feedback to address issues and reinforce positive outcomes. 

• Act as an early indicator of client risk or dissatisfaction and escalate appropriately. 

Account Planning & Growth Support 

• Maintain simple account plans and support at least an annual client planning or review meeting. 

• Identify opportunities for additional services, renewals, or IP solutions through routine client interaction and route opportunities to the appropriate teams. 

• Support marketing and reference activities such as testimonials, case studies, or client participation in events when appropriate. 

Internal Collaboration 

• Work closely with Delivery, Managed Services, Sales Operations, and service-line leaders to ensure seamless client experience. 

• Follow established processes and RACI guidelines to ensure clarity of ownership and accountability. 

Decision Authority & Escalation 

• Ownership of the execution of standard renewals, extensions and repeatable transactions in addition to the introduction of direct sales for cross-sale and upselling opportunities  

• Escalate complex, strategic, or executive-level matters to Engagement Managers or leadership as needed.  

Strategic roadmap discussions, pricing exceptions, or executive level negotiations are escalated to your Client Success Managing Director 

Scope & Complexity 

• Manages more accounts than an Engagement Manager, typically with lower complexity and higher transaction volume. 

• Focuses on execution, consistency, and efficiency rather than deep strategic planning or executive alignment. 

• Operates within defined processes and playbooks to support scale and repeatability. 

Success Measures 

• Client retention and overall client satisfaction across the assigned portfolio 

• Accuracy, timeliness, and completeness of renewals and client transactions 

• Portfolio revenue performance and renewal rates 

• Responsiveness to client requests and adherence to service expectations