Position Summary 

The Account Manager is responsible for customer satisfaction, retention, and growth. The Account Manager may be responsible for multiple customers. He will oversee and execute all aspects of the customer’s relationship with Fidelity Solutions. He must become thoroughly familiar with each customer’s industry and business model so as to recommend solutions that are in their best interest.  Additionally, the Account Manager is responsible to look for new opportunities with each customer he cares for, resulting in business value to the customer and revenue growth to Fidelity. He should take a pro-active approach to all aspects of account management and service delivery to clients, ensuring client needs are identified and met in line with agreed service standards. He should be a highly motivated self-starter with great organization and customer service skills.

 

Essential Skills & Expertise

The essential functions include, but are not limited to the following:

 

• Maintain good communication with each customer assigned to him.

• Maintain good communication with Fidelity’s consulting team.

• Perform administrative functions, such as reviewing or writing reports.

• Attend client meetings to discuss new and existing opportunities; identify client needs and evaluate alternative business solutions.

• Prepare, present and explain proposals, reports, or findings to clients.

• Handling various account information.

• Displaying accountability along with desire for personal growth and advancement.

• Identify and pursue new sales opportunities within the client.

• Identify opportunities for improvement and makes constructive suggestions for change; manage the process of innovative change effectively.

• Communicate relevant project information to appropriate parties, resolve and/or escalate issues in a timely fashion.

• Team management: Work with software team lead to utilize team members to fullest potential, encourage collaboration, mitigate conflict, foster positive communication, acknowledgement and appreciation.

• Track company lessons learned and share evaluation with team members when appropriate.

• Maintaining pleasant demeanor and commitment to customer service.

• Serving as first point of contact for clients thus setting the tone of the experience.

• Remaining current on product offerings and staff member pricing and the time needed to provide certain services.

• Redirecting client challenges to management as needed.

 

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Prior project management experience of over 5 years

• Pleasant and confident demeanor when dealing with colleagues and clients

• Strong communication skills, including the ability to read, write, and speak English

• Efficient and well organized

• Proficiency with calendar, collaboration, and project management systems

• Ability to communicate difficult/sensitive information tactfully