Description Job Summary ARG’s mission is to protect clients from obsolescence by providing IT clarity and advising our clients about technology changes. The Enterprise Account Manager (EAM) helps deliver on our mission by building a long-term relationship with our clients, leading to strong client retention. The EAM plays a critical role at ARG, ensuring our clients have an amazing experience while transforming their technology. The role of the EAM is to build a superior client relationship via trust with an assigned ARG client base. This role requires providing ongoing support and management of the accounts from implementation throughout the life of their contracts. This allows ARG’s clients to obtain technology that meets their business objectives.
The goal of the EAM is to be front and center with ARG’s largest clients, assisting our clients with their technology transformation while building a strong, long-term relationship. Working with the cross-functional team is critical to ensure the clients’ success. Teaming with our Senior Enterprise consultants on a strategic plan for services that are coming up for renewal. Often embodying the role of facilitator and experience-creator. In this role, the EAM will understand the clients’ expected business outcomes and help them reach those objectives. To be successful, it requires partnering with our internal resources, the provider, and the client; thinking of what is next, the value we can bring to our clients, all while ensuring an excellent client experience. The EAM will be engaged with the client and may uncover new opportunities, teaming with our consultants to provide IT clarity.
Essential Functions:
- Cultivate trust and strong relationships with our clients and provider partners
- Coordinate all daily communications and responsibilities for an assigned client base
- Demonstrate through data and metrics the value of recently sold and renewed products
- Utilize the ARG cadence guidelines to actively engage with client base
- Collaborate with the Sr. Enterprise Consultant during periodic meetings to ensure alignment of weekly, monthly, quarterly, and annual expectations and responsibilities
- Identify and create in Salesforce potential new upsell opportunities assigned to the Sr. Enterprise Consultant, providing background on opportunities
- Proactively partner with Enterprise Consultant on assets that are approaching renewals in their base; create opportunities for all assets that are coming up for renewal
- Responsible for all Renew As-Is & Renewal with up-sell revenue type (with the SR Enterprise Consultant directing client strategy) and other opportunities as determined
- Retain ARG’s billed revenue
- Contribute to overall team metrics as it pertains to engagements, opportunities, and renewals
- Conduct Quarterly Partnership Reviews, on an as needed basis, with direction from Senior Enterprise Consultant
- Monitor and confirm data integrity on active inventory and provide details to the clients as needed
- Capture all relevant client information and interactions using ARG’s CRM tool (Salesforce)
- Collect relevant data for presentation to clients demonstrating the value of ARG’s services
- Conduct and participate in client calls to ensure active lines of communication
- Provide KPI monthly reporting to management as it pertains to renewals and client engagement
Requirements
Required Knowledge, Skills, Abilities:
- Proficiency in Microsoft Office Suite (O365, Excel & Word)
- PowerPoint presentation skills
- Background in technology and previous Account Management is preferred
- CRM experience, Salesforce (SF) preferred
- Must be proficient in hosting web/audio calls
- Ability to learn new tools as needed
- Provide amazing client experience by responding in a timely manner
- Impeccable communications skills (verbal and written)
- Communicate with clarity and consistency
- Highly adaptable
- Comfortable dealing with all levels of clients in a confident manner
- Ability to lead a project and delegate tasks as appropriate.
Required Education, Certifications/ Licenses, Related Experience
- Bachelor’s Degree plus 5-8 years of experience in the technology space strongly preferred
- In lieu of degree, equivalent, proven combination of education and experience may be substituted
Physical Job Requirements (with/ without reasonable accommodations)
- This position requires the ability to remain in a stationary position (standing and/or seated) all of the time
- This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time
- This position requires the ability to spend all of the time viewing computer monitors.
Travel Requirements
- This position may commute between ARG’s HQ office and clients on an as-needed and case-by-case basis
- Anticipated travel will be by car, air, and/or train
NOTE: this position is considered a Hybrid role with 3 days (Monday, Wednesday, and Thursday) in the McLean, VA office and 2 days of remote work.
The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.