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