Client Account Manager
The Client Account Manager (CAM) is responsible for managing a large portfolio of client accounts with a focus on high customer service, efficient execution, and revenue capture across repeatable, lower-complexity transactions. The CAM serves as a primary point of contact for day-to-day client needs, ensuring requests are handled promptly, transactions are processed accurately, and clients experience consistent, reliable service.
This role serves as a key contact point for our valued clients, emphasizing volume, responsiveness, and operational excellence rather than deep executive advisory or complex account strategy. The CAM partners closely with Delivery, Managed Services, Sales Operations, and service-line teams to support renewals, change orders, and ongoing client activity, escalating more complex or strategic needs as appropriate.
Key Responsibilities
Client Account Management
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Manage a high-volume portfolio of client accounts, providing timely, professional, and customer-focused support.
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Create and execute a lightweight, activity based annual plan of client activity by account (renewals, transactions, key touchpoints
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Serve as the primary day-to-day contact for client requests, questions, and follow-ups.
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Maintain regular client touchpoints to ensure satisfaction, awareness of services, and responsiveness to needs.
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Coordinate internal teams to ensure client requests are tracked, communicated, and resolved efficiently.
Transaction Management & Revenue Capture
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Execute and manage repeatable, transactional client activity, including:
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Software renewals (Microsoft and ISV)
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MCA Connect IP transactions and renewals
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Services renewals and extensions
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Smaller change orders and incremental services requests
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Ensure transactions are properly documented, approved, and handed off internally for execution and billing.
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Support forecasting and tracking transactional revenue within the assigned portfolio.
Customer Service & Satisfaction
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Deliver a consistently high level of customer service, acting as a dependable and responsive point of contact.
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Support client escalations by coordinating internally and communicating status and resolution clearly to the client.
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Execute client satisfaction surveys and follow up on feedback to address issues and reinforce positive outcomes.
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Act as an early indicator of client risk or dissatisfaction and escalate appropriately.
Account Planning & Growth Support
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Maintain simple account plans and support at least an annual client planning or review meeting.
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Identify opportunities for additional services, renewals, or IP solutions through routine client interaction and route opportunities to the appropriate teams.
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Support marketing and reference activities such as testimonials, case studies, or client participation in events when appropriate.
Internal Collaboration
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Work closely with Delivery, Managed Services, Sales Operations, and service-line leaders to ensure seamless client experience.
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Follow established processes and RACI guidelines to ensure clarity of ownership and accountability.
Decision Authority & Escalation
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Ownership of the execution of standard renewals, extensions and repeatable transactions in addition to the introduction of direct sales for cross-sale and upselling opportunities
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Escalate complex, strategic, or executive-level matters to Engagement Managers or leadership as needed.
Strategic roadmap discussions, pricing exceptions, or executive level negotiations are escalated to your Client Success Managing Director
Scope & Complexity
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Manages more accounts than an Engagement Manager, typically with lower complexity and higher transaction volume.
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Focuses on execution, consistency, and efficiency rather than deep strategic planning or executive alignment.
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Operates within defined processes and playbooks to support scale and repeatability.
Success Measures
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Client retention and overall client satisfaction across the assigned portfolio
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Accuracy, timeliness, and completeness of renewals and client transactions
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Portfolio revenue performance and renewal rates
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Responsiveness to client requests and adherence to service expectations