Account Manager

Account Manager

Location: Indianapolis, IN Experience Required: Minimum 5 years Reports to: Nick Taylor, E-gineering Position Type: W-2

Currently, we do not offer relocation assistance. W-2 employees work from home, from EG's office in Indianapolis, or the client's office, depending on client engagement requirements. Current client opportunities support remote work from home.

The E-gineering (EG) Account Manager (AM) is a non-commission role, pivotal in fostering and maintaining solid and trustworthy relationships with our corporate clients and their key personnel. The primary responsibilities of the AM include:

An AM is the primary liaison between EG and the client for all active client-service engagements and potential future service opportunities with the client.

While there are many facets to building trusted corporate and personal relationships, the AM is primarily responsible for the following:

• Ensuring that EG is serving the client well
• Aligning the client's expectations with EG's values, capabilities, and defined scope of work
• Identifying new opportunities to serve the client

Primary Responsibilities:

• Client Relationship Management: Develop and maintain strong, trusted relationships with clients, ensuring their needs and expectations are met or exceeded. Serve as the main point of contact for client communications, diligently and thoroughly responding to their needs and inquiries and resolving issues promptly.
• Project Engagement Success: Communicate with the client's key stakeholder(s) and EG's team lead(s) (e.g., Engagement Manager, Project Manager, Scrum Master, Tech Lead) periodically to understand and monitor engagement goals, barriers to success, and risks. Assist with the elimination of obstacles and mitigation of risks as appropriate.
• Escalation Point-of-Contact: Serve as the Escalation Point-of-Contact for the client and EG team members (see Escalation Point-of-Contact section below).
• Engagement Management: Establish an understanding of the client's needs for Engagement Management and ensure that EG establishes clear responsibilities for meeting the client's expectations, including the possibility that the AM will be responsible for the following activities:
• Engagement Leadership Team" meetings (preparation and facilitation)
• Budget Tracking
• Performance Tracking
• Scope Management
• Build and maintain a project team community
• Client's Business SME: Establish an understanding of the client's industry, unique value proposition, challenges, and opportunities. Serve as EG's subject matter expert (SME) on the client's business and provide insights to EG's leadership and EG's consultants on the value of our work in the larger context of our client's business goals and objectives.
• Client Revenue Growth: Create an account-based marketing strategy and approach to build new relationships throughout the client's organization, seeking to identify new service opportunities to extend or expand the services EG provides.
• New Project Approach Collaboration: Coordinate discovery sessions with the client and EG personnel to fully understand the client's needs and determine whether EG can serve the client well. Represent the "voice of the client" in EG's internal proposal planning meetings. Serve as the point of contact with the client when presenting EG's proposed approach.

Key Duties:

• EG Systems: Maintain information within EG's internal systems associated with the following:
• New opportunity status
• Contractual Agreements
• Project Team Onboarding
• Project Staffing and Timelines
• Recruiting
• Hourly Rate Schedule
• EG Management Team Meeting: Actively participate in EG's Management Team Meeting (currently weekly), known as the Stewards Meeting, to discuss active and prospective client projects, project staffing, EG consultants, and the recruiting pipeline.
• Contractual Agreements: Understand the client's Procurement Channels and establish agreements (e.g., Work Orders, Change Orders, Statements of Work, Proposals, and RF"X" Responses) that establish clear expectations and position the client and EG for success.
• Hourly Rates: Establish initial project hourly rates with the client and establish expectations for future rate increases. Establish Rate Cards when required.
• Project Engagement Staffing: Coordinate with internal EG leadership to identify and align appropriate EG consultants with the project scope and timelines.
• Project Onboarding: Understand EG's and the client's project team member onboarding requirements and processes and complete all onboarding tasks.
• Project Orientation: Coordinate and participate in project team member client and project orientation, serving as the client SME.
• Project Staffing Changes: When EG needs to change the client delivery team members, the AM leads efforts to establish transition or backfill plans within EG and with the client.
• Project Closure and Offboarding: Understand EG's and the client's project team member offboarding requirements and processes and ensure that all offboarding tasks are completed.
• Recruiting Team: Actively participate in EG full-time and subcontractor recruiting planning and management.
• New Client Transition: Work closely with the New Business Development Team (BizDev) to ensure a smooth transition from the new client opportunity pipeline to active client work. Typically, get involved with a new client just before the initial contractual agreements (e.g., PSA, SOW).
• BizDev Support: Assist the BizDev team in pursuing new business opportunities leveraging AM's industry or process knowledge and experience. Participate in sales presentations and proposal development to secure new projects.

Escalation Point-of-Contact:

Designating an Account Manager (AM) as the "Escalation Point-of-Contact" is vital for effective issue resolution and streamlined communication between the client and the consulting team. The AM serves as a central hub for managing challenges that arise, ensuring that any concerns are addressed promptly and efficiently.

By having a dedicated contact point, clients can voice their issues and receive immediate attention, which minimizes disruptions and reinforces their confidence and trust in the partnership. The AM's understanding of both the client's objectives and the EG consulting team's capabilities enables them to assess situations quickly, prioritize issues based on urgency, and mobilize the right EG personnel (e.g., EG Director, Practice Lead, Advocate, HR, etc.) to facilitate timely resolutions. This proactive approach alleviates client frustrations and fosters a collaborative environment where solutions can be developed effectively.

Moreover, the value of this escalation role extends to enhancing communication within the consulting team. When issues arise, team members can rely on the AM to handle client communications and provide clear guidance on how to proceed. This clarity allows the team to focus on their core tasks, reducing the likelihood of misunderstandings and enabling them to respond to challenges with agility. The AM can also serve as a feedback loop, relaying client concerns and insights to the team and ensuring everyone is aligned and aware of evolving expectations. By centralizing issue resolution and communication, this role not only streamlines communication but also cultivates a culture of accountability and responsiveness.

Qualifications:

Experience:

• Required:
• Account management, sales, or project management
• Familiar with Agile Methodology (Scrum)
• Manage multiple projects and priorities simultaneously in a fast-paced environment
• Desired:
• Information systems consulting, account management, sales, or project management
• Custom software development project leadership experience
• Oversee project finances

Skills:

• Required:
• Excellent communication (verbal and written)
• Interpersonal skills, with the ability to build rapport and trust with clients and internal EG teams
• Facilitate complicated conversations (e.g., technology, people, finances)

• Desired:
• Advanced analytical and problem-solving abilities, with a keen eye for detail.
• Proficiency in using CRM software, project management tools, and data visualization platforms.

Attributes:

• Builds trusted relationships
• A proactive and client-focused mindset with a passion for delivering exceptional service
• Problem