Account Manager, Onsite in Charlotte, NC

Account Manager, Onsite in Charlotte, NC

Account Manager, Onsite in Charlotte, NC

The Account Manager is responsible for coordinating client-facing activities and internal delivery efforts to ensure the successful execution of client projects and ongoing account operations. This role serves as a primary point of contact for assigned clients, manages project planning and tracking, supports new client on-boarding, and ensures alignment between client needs, internal teams, and delivered solutions. The Account Manager plays a critical role in maintaining strong client relationships, managing account health, and ensuring development, deployment, hardware fulfillment, and support activities are executed efficiently and transparently.

This position is 100% Onsite in Charlotte, NC.

Account Manager Responsibilities:

Client Communication, Account Management & Coordination

- Serve as the primary Account Manager and main point of contact for assigned clients and owning the overall client relationship.

- Maintain active communication with clients regarding open items, including development, planning, escalations, device fulfillment, and hardware installations.

- Follow up on pending items and provide regular status updates to clients.

- Proactively monitor account health, identify risks or dependencies, and communicate potential impacts to scope, timeline, or delivery.

- Ensure clients are informed of any development work or operational changes associated with their account.

New Client On-boarding

- Manage and coordinate the on-boarding of new clients, including kickoff meetings, requirement validation, timeline alignment, and internal handoffs.

- Partner with Product, Development, Sales, Support, and Learning & Development teams to ensure a smooth onboarding and post-go-live transition.

Project Planning & Tracking

- Create and maintain project plans for client initiatives and on-boarding efforts.

- Track project progress through completion, ensuring visibility into milestones and deliverables.

- Track all development work associated with client projects and accounts.

- Participate in scrum ceremonies, including planning sessions and reviews, to stay aligned with delivery efforts.

Requirements & Delivery Alignment

- Gather requirements directly from clients and communicate them clearly to product and development teams.

- Follow up internally on client requests to ensure timely progress and resolution.

- Review support tickets and coordinate with Support and Learning & Development supervisors when additional alignment or escalation is required.

Hardware Order Requests & Deployment Management

- Coordinate and manage hardware order requests, including device fulfillment, inventory coordination, shipping, and tracking.

- Schedule and oversee hardware installations and deployments, ensuring readiness and clear communication with clients and internal teams.

- Schedule and coordinate deployment notifications for clients.

- Complete all preparation activities required for successful deployments.

- Create and distribute clear and accurate release notes for client-facing deployments.

Industry Awareness & Product Knowledge

- Maintain awareness of industry trends, client use cases, and evolving needs related to supported products.

- Develop and maintain strong working knowledge of the products used by clients.

- Review and analyze product analytics to confirm usage patterns, adoption, and trends.

- Identify potential risks, optimization opportunities, or gaps in product usage and communicate findings to internal teams.

- Use insights from analytics and client behavior to proactively support planning, product improvements, and client discussions.

Account Manager

Qualifications:

Education & Experience

- Minimum of 5 years of experience in Project Management, Account Management, or an equivalent professional background.

- Demonstrated experience managing client-facing projects and accounts within a software, technology, or IT solutions environment.

- Experience supporting client onboarding, hardware logistics, and deployment coordination.

- Proven experience planning, tracking, and delivering complex initiatives in a fast-paced,…