IT Client Account Manager

This position is esponsible for establishing, building, and maintaining sustainable client relationships. Ensures appropriate client communication, client focus, and client control of priorities by coordinating with the client organization at strategic, tactical, and operational levels. Works with customers to identify opportunities for innovation, cost reduction, improved efficiencies and business challenges. Acts as a liaison between IS and leadership for assigned business units. Ensures that the design and integration of proposed system, software, and hardware solutions leads to the development and growth of the business through effective use of technology. May participate in the training and development of staff. May assist department managers in the day-to-day operations of the department. Required Work Experience 7 years IT related experience to include experience in client relationship management, IS marketing, and processproduct improvement. Required Skills Exceptional communications (verbal and written) skills with assertive yet customer-focused style. Strong leadership, teamwork skills and the ability to communicate with all management levels. Strong technical knowledge along with strong analytical and conceptual skills. Understanding of information systems, business processes, and the key drivers and measures of success for the business unit and the organization. Knowledge of the company s business practices and direction along with the assigned business area s products and processes. Understandingknowledge of technological trends used to bring solutions to business units. Strong business analysis experience across multiple lines of business. Strong LOB experience to include working closely with IT in the developmentimplementation of systems. Demonstrated competency in strategic thinking with strong abilities in client management and relationship buildingmanagement along with a service attitude. Demonstrated competency in management of resources to meet goals and multiple projects. Participation on multidiscipline, high-performance work teams. Ability to negotiate terms and scope of work documents. Ability to prepare and present formal presentations. Effective problem solving and conflict resolution skills. Required Education A Bachelor’s Degree (Any Major) or 4 ADDED years of job related work experience OR an Associate s degree PLUS 2 ADDED years of job related experience. Job Description Account Management Acts as an account manager responsible for the collection, analysis, review, documentation, and communication of customer needs and requirements. Ensures IS solutions are tailored to the customer s strategies by continually obtaining a complete understanding of the customer s business needs from initial requirements to final implementation. Communicates quickly and accurately. Manages political and interpersonal issues. Fosters relationships between the customer and the IS organization as well as analyzes problems, settles disputes, and negotiates with the customer within current contractual boundaries. Acts as specialists in the client s business and generalists in IS products and services. Steering Support Helps the customer define their business needs as specific changes and works with the customer on priority setting. Allows the customer to have major influence over IS work priorities, therefore improving customer control over costs of products and services that IS delivers. Assists in the definition of IS workaudit requests and completes the packaging and delivery of IS workaudit requests estimates and supporting documentation to customer. Negotiates final estimates, authorization, and startcompletion dates for each request with customer. Provides tracking of work requests to allow better control of costs. Monitors work requests to ensure delivery of products and services based on customer s priorities, estimates, and dates. Updates IS Product Catalog with product features. SystemsServices Monitoring Monitors service levels, reports actual versus agreed to service levels, and reviews service levels with the customer to determine opportunities for improvement. Establishes and reports metrics that measure IS performance and satisfaction to customer. Reports Service Level Agreement (SLA) performance. Analyzes requested and existing SLAs for reasonableness and takes appropriate action. Reports overall customer status to the IS Management. Provides strategic consultancy support to assigned customers in defining of designing business or technological processes. Responsible for quality oversight of the project work being done to ensure on-time delivery, within budget, with high quality, and to the customer specifications. Internal Marketing Takes proactive marketing approach when communicating with customer in response to external requests for change or internal IS product activity. Focuses on customer needs and makes customer aware of potential offerings that could meet those needs andor add value. Designs products and services with common components that can be leveraged across many customers. Establishes pricing, obtains approval by LOB management, and packagesdelivers to customer. Focuses the communication with the customer on features offered in the IS Product Catalog and works with IS team to propose and build tailored, customer-focused solutions. Product Improvement Researchesdiscovers opportunities to employ the proper subsets of IS and its products and services. Identifies the customer s strategic business strategies and finds the right products and services to fill the customer s need and uses internal Marketing to sell the solution. Researches and tracks industry trends and maintains knowledge of new technologies in the area of expertise to better evaluate business unit service requests, requirements, and proposals. Summarizes the customer s business strategies and communicates the customer s needs to the IS organization.