Account Manager

Position Summary

The Account Manager is the primary relationship owner for an assigned portfolio of clients. This role protects and grows recurring revenue by understanding each client’s business objectives, ensuring dependable service delivery, resolving issues with urgency, and identifying practical opportunities to expand Barrister’s value. The Account Manager serves as a trusted advisor and internal quarterback, aligning sales, operations, service delivery, finance, and subject-matter experts around measurable client outcomes.

Essential Responsibilities

Client Relationship Ownership & Retention
-Own day-to-day and strategic relationships for assigned accounts, serving as a responsive, dependable point of contact for client stakeholders.
-Build and maintain multi-level relationships with executive sponsors, decision makers, procurement, IT/operations leaders, and end users; create and maintain current relationship maps.
-Develop a thorough understanding of each client’s business model, priorities, operating environment, contractual commitments, and definition of success.
-Conduct regular account touchpoints and formal Quarterly Business Reviews (QBRs) to review performance, risks, business priorities, realized value, and upcoming opportunities.
-Measure and improve client health, satisfaction, retention, and advocacy; actively gather feedback and turn it into clear actions and follow-up communication.
-Anticipate concerns, identify churn or service risks early, and lead timely recovery plans through resolution and client confirmation.

Account Strategy, Revenue Growth & Commercial Management
-Create, maintain, and execute an account business plan for each assigned client, including revenue and margin goals, renewal milestones, growth targets, relationship strategy, risk mitigation, and action owners.
-Identify whitespace and customer needs that can be addressed through appropriate services, solutions, upgrades, renewals, cross-sell, or upsell opportunities.
-Lead consultative discovery and value-based conversations; translate client requirements into practical recommendations, proposals, and measurable business cases.
-Partner with Sales Executives and technical or operational teams to qualify opportunities, develop solutions, prepare pricing and proposals, negotiate within authority, and close business.
-Protect profitability by considering scope, delivery feasibility, service levels, costs, pricing, and contract commitments before making or presenting commitments.
-Drive contract renewal planning well in advance of expiration, including commercial strategy, client alignment, required approvals, and complete CRM documentation.

Service Delivery, Escalation & Internal Leadership
-Coordinate cross-functional resources to ensure products and services are delivered on time, within scope and budget, and in accordance with service-level agreements (SLAs).
-Act as the client advocate internally while balancing client needs with company commitments, operational realities, compliance obligations, and financial goals.
-Lead escalations from initial triage through documented corrective action, regular status communication, root-cause review when appropriate, and confirmed closure.
-Monitor service performance, deliverables, invoicing, scheduling, and key dependencies; promptly escalate material delivery, cost, quality, or compliance risks.
-Participate in client kickoffs, implementation transitions, and service reviews to establish clear expectations, ownership, communication cadence, and success measures.
-Develop and communicate account-level project plans for material client initiatives, clearly defining milestones, owners, dependencies, risks, and completion criteria.
-Standardize and refine delivery processes across the portfolio so strategic clients receive a consistent, high-quality experience.
-Support continuous improvement by identifying recurring issues, process gaps, training needs, and scalable improvements across accounts.

Financial, Data & Pipeline Discipline
-Manage to assigned revenue, retention, margin, renewal, expansion, and customer-experience targets.
-Maintain accurate, timely CRM records for contacts, opportunities, account plans, activities, renewal dates, forecasts, risks, and next steps.
-Review account health and financial performance, including volume trends, utilization, margin, expenses, invoicing, and SLA compliance; flag variances and potential overruns immediately.
-Provide clear weekly, monthly, and quarterly reporting and forecasts, including pipeline, renewal outlook, wins, risks, recovery actions, and required leadership support.
-Use client data, industry insight, and internal performance information to prioritize initiatives, substantiate recommendations, and quantify value or return on investment.

Client Enablement & Business Improvement
-Provide or coordinate client-specific education, enablement, and supporting materials that improve adoption, service outcomes, and growth of the company’s offerings.
-Identify and implement service-delivery and account-management improvements that reduce avoidable cost, improve efficiency, and protect the client experience.
-Use formal customer evaluations and feedback channels to validate satisfaction, recognize performance gaps, and drive continuous improvement.
-Maintain appropriate confidentiality and discretion when handling client, commercial, operational, or financial information.

Qualifications

Required
-Bachelor’s degree in business, marketing, technology, or a related field, or an equivalent combination of relevant education and experience.
-3+ years of client-facing account management, customer success, sales, service management, project management, or related experience; experience managing complex B2B accounts preferred.
-Demonstrated ability to build trusted client relationships, retain business, solve problems, and manage several priorities with sound judgment.
-Strong written, verbal, presentation, organizational, analytical, and interpersonal communication skills.
-Ability to work effectively across a matrixed organization and influence internal and external stakeholders at multiple levels.
-Proficiency with CRM systems (Salesforce preferred) and Microsoft Office, including Excel and PowerPoint.

Preferred
-Experience meeting revenue, renewal, growth, margin, or customer-satisfaction goals within a technology, managed services, IT lifecycle, telecommunications, logistics, or other complex service environment.
-Experience delivering QBRs, account business plans, complex proposals, renewals, and contract negotiations.
-Experience coordinating service delivery, technical, logistics, finance, or operational teams for complex client programs.
-Working knowledge of the company’s relevant solutions, delivery model, competitive landscape, and client industry.

Core Competencies

-Client-centered and consultative: listens carefully, earns credibility, connects solutions to business outcomes, and communicates honestly.
-Commercially accountable: balances client value with revenue, margin, scope, and long-term account health.
-Proactive and organized: anticipates needs, follows through, manages deadlines, and maintains complete documentation.
-Analytical and solutions-oriented: uses data to recognize patterns, diagnose issues, prioritize actions, and improve results.
-Collaborative and resilient: coordinates diverse teams, handles difficult conversations professionally, and remains calm under pressure.
-Ethical and dependable: protects confidential information, honors commitments, follows policies, and exercises sound judgment.

Performance Measures

-Specific targets will be established by leadership based on portfolio type, account maturity, and company priorities. Typical measures include:
-Revenue retention, renewal rate, expansion revenue, quota attainment, and year-over-year growth.
-Portfolio margin, pricing discipline, forecast accuracy, invoice timeliness, and control of avoidable costs or overruns.
-Client satisfaction, Net Promoter Score (NPS) or equivalent feedback, churn, issue-response time, and escalation resolution.
-SLA performance, implementation/service quality, account-plan completion, QBR completion, CRM data quality, and pipeline coverage.
-Quality of executive relationships, client engagement, teamwork, and demonstrated contribution to scalable process improvements.

Work Environment & Additional Information

This position may require occasional travel to client locations, industry events, or internal meetings, depending on portfolio needs. The duties and responsibilities above are intended to describe the general nature and level of work performed and are not an exhaustive list. Management may assign additional duties consistent with the role and business needs.