Manager, Client Accounts

Location: Annapolis, MD

Department: NIC MAP Sales & Client Services

Type: Full Time

Min. Experience: Manager/Supervisor

The Manager, Client Accounts is responsible for maintaining and growing an existing account base by renewing contracts, cross-selling and up-selling.  The successful candidate will have a proven track record of consistently meeting or exceeding sales targets, performance measures and client satisfaction standards and has a passion for delivering an exceptional client experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Incumbents will be evaluated, in part, based on performance of each essential function.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Proactive client account management and support to ensure highest level of client satisfaction.
  • Manage a renewal pipeline and prepare renewal forecasts for a $4.5M+ book of business
  • Successfully manage 360+ accounts.
  • Conduct contract reviews with clients and negotiate annual and multi-year subscription contract terms and pricing.
  • Exceed account management sales targets and KPIs.
  • Collaborate with team to develop strategies to maintain high-client retention and actively grow first-year renewal rate.
  • Maintain subject-matter proficiency of all data product offerings and associated value propositions.
  • Provide product development recommendations based on direct experience with clients.
  • Serve as team lead – manage, train and develop direct reports to ensure effective achievement of goals and growth.

OTHER DUTIES AND RESPONSIBILITIES:

May perform other duties and responsibilities that management may deem necessary from time to time.

MANAGEMENT/SUPERVISORY RESPONSIBILITIES:

Supervises two (2) non-supervisory employees on Client Services support team.

TRAVEL REQUIREMENTS:

Limited, at most 2-3 times/year.

EDUCATION and/or EXPERIENCE:

  • Bachelor’s Degree, or equivalent experience, preferred.
  • Four (4) years of direct account management experience and two (2) years supervisory experience required.
  • Background in financial services, information services, healthcare, commercial real estate and/or software preferred.  SaaS selling experience a plus.
  • Documented history exceeding quarterly and annual targets in a metrics-based selling environment.
  • Contract negotiation experience required.

PROBLEM SOLVING/COMMUNICATION SKILLS REQUIRED:

  • Ability to ask insightful questions and think creatively about open-ended problems
  • Ability to effectively communicate, both written and orally, with a variety of stakeholders
  • Ability to interpret a variety of data, produce clear/concise summaries of the data, and drive recommended courses of action with data
  • Ability to think “out of the box” and conceptualize new ideas and drive strategy.
  • Solid aptitude to understand data and product solutions focused on analytical data sets.
  • TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED:
  • Ability to work collaboratively with a group of others to reach a common goal with a consistent ability to produce high-quality work.
  • Builds, manages, and maintains active and trusted relationships with clients.
  • MS Office proficiency, with intermediate to expert level of Excel expertise.
  • Strong presentation skills. Excellent interpersonal, verbal and written communication skills.

 LICENSURE and/or CERTIFICATION:

N/A

PHYSICAL DEMANDS SECTION:

WORK ENVIRONMENT/PHYSICAL DEMANDS:
Work is performed primarily in a standard office environment but may involve exposure to moderate noise levels. Work involves operation of personal computer equipment for six to eight hours daily and includes physical demands associated with a traditional office setting, e.g., walking, standing, communicating, and other physical functions as necessary.

Physical requirements of this position include the following:

☐ Does not apply                                                                                                              

☐  Stooping, crawling                                                                                     

☒  Lifting up to 25 lbs                               

☐  Lifting over 25 lbs

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