Account Manager/Client Experience

**Overview** Join our dynamic team as a Technical Account Manager/Client Experience specialist, where you will serve as a vital link between our clients and technical support teams. Your role is owning the client relationship, ensuring clear communication, advocating client needs internally, and identifying opportunities to expand and deepen partnerships. In addition, the CXM supports successful project execution through disciplined coordination, operational awareness, and scope integrity—serving as a stabilizing force between engineers, project management, and clients. This role blends relationship management, consultative sales, project coordination, and operational awareness to drive retention, growth, predictable project delivery, and an exceptional client experience. Core Objective: Serve as the trusted advisor and primary client advocate while driving long\-term value, satisfaction, and revenue growth, and enable predictable, efficient, and well\-communicated project delivery while maintaining scope integrity and operational discipline. **Relationship \& Opportunity Management** · Listen actively for expansion, upsell, and cross\-sell opportunities · Maintain activities and opportunities within ConnectWise · Leverage SBRs to identify strategic opportunities · Partner with sales leadership on deal strategy and execution · Maintain a consultative, value\-driven sales approach · Build and maintain strong, trust\-based relationships with decision\-makers (owners, CIOs, IT managers). · Conduct regular check\-ins and business reviews with clients to ensure satisfaction and identify upsell/cross\-sell opportunities. · Ensure smooth onboarding and handoff to project and service teams after closing new business. **Client Advocacy** · Serve as the primary client advocate internally · Develop and maintain understanding of each client’s environment · Standardize and document client\-specific needs and preferences · Maintain proactive awareness of client sentiment · Ensure client concerns are surfaced and addressed appropriately Industry \& Solution Expertise · Quickly develop subject matter familiarity across key SMB verticals (commercial real estate, finance, manufacturing, non\-profit). · Stay current with industry trends, regulatory changes, and risk profiles impacting target segments. · Position SPM’s managed and security services as tailored, scalable solutions to meet vertical\-specific needs. **Internal Resource Management** · Maintain general technical awareness to support effective conversations · Leverage internal teams and resources to meet client needs · Maintain awareness of open issues and ongoing initiatives · Coordinate effectively across service delivery, projects, and sales · Ensure internal alignment with client expectations **Attention to Detail** · Demonstrate attention to detail in all aspects of project coordination and client management · Verify scope completion, including required documentation and deliverables · Ensure project tasks, notes, and client updates are accurate and complete · Maintain organized project records, timelines, and client documentation · Identify gaps or discrepancies before they become issues **Technical \& Scope Awareness** · Maintain general technical awareness to support effective coordination and client conversations · Develop a deep understanding of project scope, deliverables, and client environments · Ensure work performed aligns to approved scope and client expectations · Hold engineers and project teams accountable to scope, timelines, and documentation · Escalate scope or delivery risks appropriately to project management and client stakeholders **Operational \& Efficiency Mindset** · Demonstrate strong time management skills across client engagement and project coordination activities · Identify opportunities to improve efficiency in both client workflows and project delivery · Support resource optimization across project teams and internal service delivery · Maintain awareness of budget impact, project health, and client account profitability · Remain calm, organized, and focused during high\-pressure situations and client escalations **Key Skills \& Competencies** · Strong consultative selling and discovery skills. · Ability to build rapport and credibility with business and technical stakeholders. · Excellent verbal and written communication. · Self\-motivated, organized, and able to manage a field\-based schedule independently. · Proficient in CRM and sales pipeline management. · Technical aptitude to understand and explain IT solutions (not an engineer, but able to translate value). · Strong attention to detail and organizational discipline for project coordination. · Ability to manage scope, timelines, and documentation across concurrent projects. · Calm, focused, and effective under pressure during escalations and tight deadlines. **Measures of Success** · High client satisfaction and retention · Consistent, proactive client communication · Growth through identified and closed opportunities · Accurate CRM activity and opportunity tracking · Strong internal alignment and reduced client escalations · Projects delivered within scope, timelines, and expectations · Accurate and complete project and client documentation · Reduced project friction and rework through proactive coordination · Improved efficiency and coordination across project and service teams Join us in delivering top\-tier client experiences through your technical expertise! We are committed to fostering an inclusive environment that values innovation and continuous learning. This paid position offers a chance to grow your career while making a meaningful impact on our clients’ success. Pay: $65,000\.00 \- $75,000\.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Employee assistance program * Health insurance * Paid time off * Professional development assistance * Retirement plan * Vision insurance Work Location: Hybrid remote in Chatsworth, CA 91311