Job Description

Account Manager

Department: Project Services

Reports To: Manager of Project Services

Location: Onsite (Charlotte, NC Area)

Employment Type: Full-Time

Position Overview

We are looking for an experienced Account Manager to join our Project Services team. This role is responsible for coordinating client-facing activities and internal delivery efforts to ensure the successful execution of client projects and ongoing account operations. The Account Manager serves as the primary point of contact for assigned clients, managing project planning, tracking, onboarding, and cross-functional alignment.

This individual plays a critical role in maintaining strong client relationships, ensuring account health, and driving the efficient execution of development, deployment, hardware fulfillment, and support activities.

Key Responsibilities

Client Communication & Account Management

• Serve as the primary point of contact for assigned clients, owning the overall relationship
• Maintain consistent communication regarding project status, open items, escalations, and operational updates
• Provide regular updates on timelines, deliverables, and dependencies
• Proactively monitor account health and identify risks, dependencies, or potential delays
• Ensure transparency across all client-facing activities and changes

Client Onboarding

• Lead onboarding for new clients, including kickoff, requirements validation, and timeline alignment
• Coordinate cross-functionally with Product, Engineering, Sales, Support, and Training teams
• Ensure smooth transition from onboarding to steady-state account management

Project Planning & Execution

• Develop and maintain project plans for onboarding and ongoing client initiatives
• Track milestones, deliverables, and overall progress to ensure timely completion
• Monitor all development-related work tied to client accounts
• Participate in agile ceremonies (sprint planning, reviews, etc.) to stay aligned with delivery teams

Requirements & Internal Coordination

• Gather and document client requirements clearly for internal teams
• Act as the liaison between clients and Product/Engineering to ensure alignment
• Follow up internally to drive timely resolution of client requests
• Review support tickets and coordinate escalations when necessary

Hardware & Deployment Management

• Coordinate hardware order requests, including inventory, fulfillment, shipping, and tracking
• Oversee deployment scheduling, installations, and readiness activities
• Manage client communications related to deployments
• Prepare and distribute release notes for client-facing updates

Product Knowledge & Insights

• Develop strong working knowledge of the company's products and client use cases
• Analyze product usage data to identify trends, risks, and optimization opportunities
• Provide insights to internal teams to support product improvements and client success
• Stay informed on relevant industry trends and evolving client needs

Required Qualifications

Education & Experience

• 5+ years of experience in Account Management, Project Management, or similar client-facing role
• Experience working in a software, technology, or IT solutions environment
• Background supporting client onboarding, deployments, or hardware logistics
• Proven ability to manage multiple projects in a fast-paced environment

Skills & Competencies

• Strong ability to translate client needs into actionable internal deliverables
• Experience working in agile/scrum environments
• Excellent organizational and prioritization skills
• Strong analytical and problem-solving abilities
• Exceptional communication skills, both written and verbal
• Ability to communicate technical concepts to non-technical stakeholders
• Detail-oriented and deadline-driven

Technical Skills

• Proficiency in Microsoft Office (Excel, Word, Outlook, Project)
• Experience with Jira or similar project tracking tools
• SharePoint experience is a plus

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