Account Manager

Role Family:  Account Management (2.2.1)

Overall Role Purpose:  Establishes relationships with the client Information Technology (IT) and business unit executives as a trusted advisor who understands their issues, needs, and requirements. Assumes responsibility for all aspects of account performance: technical, contractual, administrative, and financial. Manages client IT and business satisfaction in the delivery of IT services and ensures profit objectives are met. Has the responsibility and authority for deployment of resources from all OpenSolution business units to support the client. May lead business development teams in identifying new business opportunities for OpenSolution and managing the sales cycle from start to finish, particularly in add-on business to existing accounts.

Key Accountabilities and Responsibilities:  

Technology: Demonstrates IT experience in development, management, and integration of computer information systems. Demonstrates proven experience in selling end-to-end IT and business solutions.

People: Ensures that the team understands and delivers the unique value proposition (competitive advantage, financial achievement, etc.) that OpenSolution has sold to the client. Provides management and technical direction to multiple complex service delivery projects within the account. Provides leadership to account team and matrixed staff in meeting account goals set by the Account Executive. Holds team accountable for delivering a solution that meets customer requirements. Is results-oriented, team-minded, skillful in participatory management, and encourages personal and professional development.

Customer: Manages overall relationship with the client IT and business unit executive staff, ensuring optimum service delivery. Establishes metrics that measure the quality and timeliness of the solution. Notifies the client IT and business unit executive staff of all scope changes and their impact on successful delivery.

Business: Leverages existing client IT and business unit relationships to identify and develop opportunities to increase the revenue stream. Practices program management skills at the account level, including planning, budgeting, scheduling, client relations, and project delivery. Manages partners and vendors in delivery of their services or products. Understands the objectives of the business unit and sets expectations about the method and types of services delivered. Facilitates successful integration, communicates a sense of core purpose, manages change, and builds a culture open to industry changes.

Financial: Assumes contract management and profit and loss responsibility at the account level. Identifies all possible financial risks and works with account team to mitigate them. Increases revenue and wallet share through executing business development strategies.

<span lang="EN-GB" style="font-family: "Verdana","sans-serif"; font-size: 9pt; mso-ansi-language: EN-GB;">Typical Outputs and Deliverables:  <span lang="EN-GB" style="font-family: "Verdana","sans-serif"; font-size: 9pt; mso-ansi-language: EN-GB;">
 * <span lang="EN-GB" style="font-family: "Verdana","sans-serif"; font-size: 9pt; mso-ansi-language: EN-GB; mso-bidi-font-size: 12.0pt;">Account Management Plans
 * <span lang="EN-GB" style="font-family: "Verdana","sans-serif"; font-size: 9pt; mso-ansi-language: EN-GB; mso-bidi-font-size: 12.0pt;">Operating Budget
 * <span lang="EN-GB" style="font-family: "Verdana","sans-serif"; font-size: 9pt; mso-ansi-language: EN-GB; mso-bidi-font-size: 12.0pt;">Customer Requirements
 * <span lang="EN-GB" style="font-family: "Verdana","sans-serif"; font-size: 9pt; mso-ansi-language: EN-GB; mso-bidi-font-size: 12.0pt;">IT and Business Unit Customer Satisfaction Data
 * <span lang="EN-GB" style="font-family: "Verdana","sans-serif"; font-size: 9pt; mso-ansi-language: EN-GB; mso-bidi-font-size: 12.0pt;">Service Level Agreements