CLIENT Account Manager

Establish, nurture and assist in the retention of a portfolio of IT services clients

The Client Account Manager (CAM) is responsible for establishing, nurturing, and assisting in the retention of DPS clients. The CAM will work closely with our Client Strategy Advisors (CSA) and the operational departments of DPS to provide client engagement, follow up and overall customer success and strategy. The CAM will liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to the client needs.

Essential Duties and Responsibilities:

  • Work cohesively with CSA to achieve the following:
    • Solid, timely and friendly communications with the customer
    • Manage and gain command knowledge of the assigned customers and their business needs
    • Maintain detailed knowledge of what is important to the customer and assist internal resources as need to assist team
    • Establish a solid, working team with CSA and other areas within DPS
    • Provide assistance to customer and CSA for quoting; scheduling; meeting minutes and notes
    • Understand projects, deployments, incentives of the customer
  • Assist in establishing relationship and engagement cadence for new clients during onboarding
    • Attend all onboarding meetings
    • Participate in attaining documents and maintaining client facing documents thereafter.
      • For example: Client poc’s in ConnectWise PSA (CW); Escalation document; Portal; Maintenance schedule and other documents that assist in success
  • Attend client meetings – virtually or in person
    • Available to assist in task/action lists; deliverables; activity creation in CW.
  • Maintain and expand relationships with existing clients in conjunction with CSA and DPS.
  • Organize and develop benchmarks to show value of service to clients
    • Work closely with other departments to achieve these benchmarks
    • For example: BrightGauge customer dashboard
  • Ensure that we are meeting our customer’s expectations by routinely soliciting feedback and then following up on issues until the customer’s needs have been met.
  • Act as a liaison between departments by providing oversight and direction
  • Assist with quoting; engagement with vendors
    • Ability to assist with amendments and other change order notifications
  • Use ConnectWise, Automate, Sell, IT Glue and other tools provided by DPS
    • “If not in ConnectWise it does not exist” mentality
  • Support & be an example of DPS Core Values – Our People Matter, Surprise & Delight; Own It; Long Term View; Think Teamwork
  • Maintain compliance with all company policies and procedures
  • Perform related duties as assigned by supervisor

Knowledge, Skills and/or Abilities Required:

  • BA/BS degree or equivalent preferred
  • Proven account management or other relevant experience
  • Demonstrated ability to communicate, present and influence effectively at all levels of the organization
  • Ability to manage multiple projects at a time while paying strict attention to detail
  • Excellent listening, negotiation and presentation skills
  • Self-motivated with the ability to work in a fast-paced environment
  • Understanding of processes within ConnectWise, Automate, Sell, IT Glue and other tools provided by DPS
  • Duties that may be required that are not clearly defined for overall success of DP Solutions; our clients and our work environment
  • Cohesive and clear communication. Verbally and in writing

Physical Requirements:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
  • Must be able to lift and carry up to 15 lbs
  • Must be able to talk, listen and speak clearly on telephone

Compensation/Benefits:

  • Salary is commensurate with experience and commissions are uncapped.
  • Excellent benefits.
  • 401K / retirement planning and matching.