Job Description

Role: Account Manager

Who We Are: One of the fastest growing talent innovation firms, with amazing global clients, a fresh approach, and a roll up your sleeves culture.  

What We Do:  We build better leaders.  We partner with organizations on aligning their strategy with their talent, developing their leaders at all levels, and creating more diverse workspaces.  We are the Waze for strategy and talent.  We know when to take the backroads and when to take the highway.   

House Rule #1: Always speak the truth with kindness and care

The Challenge: Support a growing services company that serves a number of clients across a fast-paced, dynamic business

What You’ll Do: This important role will be client facing and driving amazing experiences, sales and business development.  Your deliverables are:

CLIENT RELATIONSHIP MANAGEMENT  Serve the customer, be a single point of contact for client cultivating and maintaining strong relationships.  Understanding the client's needs, goals, and preferences.   Outcome: Making the client feel like they are the only person in the room ALWAYS.   

BUSINESS DEVELOPMENT  Developing strategic account plans to achieve client objectives.  Setting clear goals and targets for account growth and retention.  Identifying opportunities for upselling or cross-selling products and services. Outcome: Create client stickiness and generate repeat engagements. 

CLIENT COMMUNICATION  Regularly updating clients on the status of projects.  Addressing client inquiries, concerns, and requests promptly and effectively.  Providing clients with relevant information and solutions.  Creating and managing the client engagement plan to build value add relationships for our clients. Outcome: Support and enable client realize their ROI.  Help client navigate for successful outcomes.  Build confidence, transparency and clarity within the client organization so there is no doubt of the importance of this work.

ACCOUNT GROWTH  Identifying opportunities to expand the scope of services or  developing strategies to engage in more work with existing clients.  Gathering perspective from Delivery Partners and working collaboratively to offer solutions for future needs.  Negotiating contracts, pricing, and terms with clients.  Outcome: Increase revenue from existing accounts.

DATA ANALYSIS AND REPORTING  Analyzing data related to client accounts to track performance and identify trends.  Generating reports and insights to share with clients and internal stakeholders.  Outcome: Using data to make informed decisions and recommendations.  

CLIENT RETENTION AND ENGAGEMENT  Developing retention strategies to ensure long-term engagements.  Monitoring client satisfaction and taking proactive measures to address any issues.  Conducting QBR sessions.  Outcome: Client loyalty and stickiness

SALES SUPPORT  Collaborating with the sales team to identify and pursue new business opportunities.  Providing input on sales strategies and customer needs based on account insights.  Assisting in the preparation of sales presentations and proposals.  Outcome: Expand client base to new organizations or areas within existing clients.

CROSS FUNCTIONAL COLLABORATION  Working closely with other teams in McGuckin Group e.g. Product Delivery, Marketing to meet client needs.  Outcome: Ensuring that all internal teams are aligned in delivering a consistent and high-quality client experience.   

DOCUMENTATION AND RECORD KEEPING  Maintaining accurate records of client interactions, agreements, and communications within the CRM.  Managing contracts, service level agreements (SLAs), and other relevant documents.   Outcome: Well maintained data and traceability to protect our clients’ data as well as our own interests.

PERFORMANCE METRICS  Meeting or exceeding revenue targets and KPIs set.  Monitoring and reporting on the financial health and profitability of client accounts.  Outcome: Revenue and profit generation and healthy growth for the McGuckin Group.

What You’ll Need to Succeed: Excitement and focus on great client experiences.  You are a talented communicator with an uncanny ability to connect with people and make them feel at home.  You love being part of a team, and you take initiative, and you can multitask with the best of them.  You have a huge sense of pride when you are part of the success of a game changing company.  

Keys to success will include: 

• Familiarity with program management principles

• Ability to schedule and manage tasks effectively

• Conflict resolution, influencing and negotiating 

• Written and verbal communication skills

• Teamwork and motivational skills

• Organizational and multitasking skills

• Stakeholder management

• Learning and leveraging the company CRM and Program management software

• Having or obtaining McGuckin Method Certification