Senior Account Manager, Client Success – Field Operations
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Job Description
Primary liaison for key DISA clients, driving strategic value and nurturing long-term partnerships. Manage account growth and ensure alignment with client goals while exceeding expectations.
Responsibilities:
- Act as the main point of contact for a portfolio of assigned clients/owners, building trust and delivering proactive support and solutions.
- Gain deep insight into each clients/owner's business model, hiring and onboarding processes, goals, KPIs, and workflows.
- Develop and maintain detailed account and project plans that outline objectives, timelines, and progress for each client/owner.
- Grow the account through Upsells and Cross Selling.
- Serve as a strategic partner to client/owner by understanding their organizational structures and challenging them to consider innovative solutions.
- Engage with client/owner stakeholders at all levels—from procurement teams to C-suite executives—to identify opportunities and close business.
- Track and analyze sales trends, revenue generation, and potential competitive threats within accounts.
- Consistently meet or exceed defined revenue targets and account growth objectives.
- Ensure that all services provided align with client goals, expectations, and internal KPIs.
- Lead and deliver impactful Quarterly Business Reviews (QBRs), highlighting service value, performance, and recommendations, often onsite and in person.
- Prepare for and follow up on key meetings and engagements including presentations, site visits, and strategy sessions.
- Proactively identify and resolve systemic issues, including performing root cause analysis and implementing solutions.
- Coordinate with internal and external stakeholders to align on client/owner needs and project deliverables.
- Oversee and follow up on client/owner escalations and open issues related to operations, billing, technology, or customer service.
- Maintain accurate and up-to-date records of account activities, meetings, and communications in CRM (Salesforce).
- Share and implement account management best practices across the team.
- Participate in additional projects and responsibilities as needed.
Requirements:
- High School Diploma or GED required, bachelor's degree preferred, or equivalent work experience.
- 7 years of experience in strategic Account Management, preferably in the pre-hire screening, background screening, or HR services industry.
- Proven success managing complex solutions with senior-level stakeholders, including C-suite executives.
- Strong communication, negotiation, and presentation skills.
- Ability to build and sustain relationships across all levels of an organization.
- Organized, self-motivated, and results-driven, with excellent attention to detail.
- Professional demeanor with high business maturity and problem-solving capabilities.
- High level of proficiency in Microsoft Office and CRM tools such as Salesforce.
- Willingness to work flexible hours and travel occasionally for client meetings or industry events.
- Strong business writing practices and analytical skills, including the ability to interpret business and technical documents.
Benefits:
- Personal and Sick Paid Time Off.
- 401k with a highly competitive match.
- 11 Paid Holidays
- Medical/Dental and Vision.
- Group Life Insurance, HSA/FSA
- Employee Assistance Program
- Educational Assistance Program
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