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Position Summary

The Account Manager is responsible for managing and growing a portfolio of client accounts by delivering an exceptional customer experience and serving as the primary point of contact for assigned clients. Successful Account Managers build trusted relationships, proactively monitor account health, drive client retention, identify growth opportunities, and ensure long-term profitability. This role requires a service-oriented professional who demonstrates empathy, urgency, accountability, and a commitment to delivering white-glove customer service while representing LINQ's core values

Position Schedule and Location:

This is a full time, salaried position that will be Hybrid remote (Three days in office per week) out of either our Pittsburgh (Greentree) or Baltimore office locations. Expected schedule is normal business hours Monday-Friday with occasional evening and weekend work.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Manage client caseload ensuring clients’ needs are met by being their main point of contact
• Build and maintain strong professional relationships with clients, stakeholders, internal leadership, and cross-functional teams
• Proactively monitor account health on a consistent basis, identify risks and opportunities, and address urgent issues immediately while reviewing overall account health and trends during monthly one-on-one meetings with the Team Lead
• Drive client retention by addressing concerns proactively, strengthening client relationships, and ensuring a positive overall client experience
• Partner with Director of Client Experience to ensure strategic accounts generating over $50,000 in monthly LINQ Rate receive consistent QBRs, and proactive account planning
• Conduct regular QBRs for accounts generating over $15,000 in monthly LINQ Rate, providing strategic recommendations, reviewing account performance, and identifying opportunities for optimization
• Collaborate with Director of Client Experience, Team Lead and CQL Team to ensure client escalations are resolved promptly, effectively, and with a high level of client satisfaction
• Review account profitability on an ongoing basis and negotiate client agreements, renewals, and pricing as needed to maintain healthy margins while fostering long-term client relationships
• Review monthly client invoices for accuracy and resolve any billing discrepancies
• Collaborate with internal departments to ensure client expectations are met or exceeded while providing a seamless client experience
• Run ad-hoc reports per client requests
• Educate clients on LINQ products, services, enhancements, and best practices to maximize the value of their partnership
• Consistently achieve departmental Key Performance Indicators (KPIs), including but not limited to:
• Client retention
• Interaction and time logging
• Account documentation
• Quarterly Business Review Completion
• Account health monitoring
• Client satisfaction (NPS)
• Identify opportunities to grow existing accounts through additional services, strategic recommendations, and value-added solutions
• Perform other duties assigned

Compensation:

Anticipated hiring range for this position is $53,000-58,000, dependent upon qualifications. Candidates with significant related experience may be considered for higher base compensation. In addition, following six months in position, Account Managers are eligible to participate in bonus/incentive program that is paid at company discretion.

LINQ Company Benefits: LINQ is proud to take care of its employees with a wide range of employee benefits including Generous medical, dental, and vision insurance benefits, Fully funded HRA with medical plan, optional dependent care FSA; Employer-paid Life/ADD insurance; Employer-paid Employee Assistance Program (EAP); 401(k) plan plus match and immediate vesting; PTO/Flexible time off, Sick leave; Paid parental leave, Paid medical leave for pregnancy and childbirth, Compassionate leave, Jury Duty leave, Voting leave; Unpaid FMLA leave, unpaid personal leave, and Military leave; 10 paid holidays per year; 3-week paid 5-year sabbatical; Pet Insurance option; 12 free Ubers rides per year; Catered in-office lunches…AND MORE!

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor’s degree in Business Management preferred or equivalent experience
• Professional individual with ability to perform independently as well as part of a team
• Willingness to learn new systems and applications
• Must have excellent communication skills both written and verbal
• Strong negotiation skills - able to develop solutions to meet both the need of the client and LINQ
• Able to proactively identify areas of improvement and act appropriately with a sense of urgency
• Ability to multi-task, work with multiple team members and manage deadlines
• High quality organizational skills; strong attention to detail
• Familiarity with CRM or Salesforce
• Reliable and self-accountable in performing job-related tasks, finishing assigned projects and meeting deadlines
• You have an entrepreneurial spirit and the ability to take initiative
• A robust internet connection is required for team and client calls
• Ability to travel up to 20% for conferences, client meetings and events