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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, deadline-driven environment.

Skills & Competencies

- Strong understanding of business and client needs with the ability to coordinate across technical and non-technical teams.

- Proven experience working in agile and scrum-based delivery environments.

- Excellent organizational and prioritization skills with the ability to manage multiple clients, initiatives, and competing demands.

- Strong analytical skills with the ability to review data, identify trends, risks, and opportunities, and communicate findings clearly.

Exceptional written and verbal communication skills, including the ability to communicate status, risks, and technical concepts to non-technical audiences.

- Detail-oriented, deadline-driven, and able to perform well under pressure.

- Proficient in Microsoft Office (Excel, Word, Outlook, Project) and Jira; SharePoint experience preferred.

- Self-starter with strong follow-through and a professional, client-focused attitude.

Benefits include medical insurance, Dental, Vision, Savings Plan Options, PTO, etc.

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