Account Manager

As an Account Manager at Mako, you will be the primary point of contact for our clients, ensuring a seamless experience throughout the entire client relationship lifecycle. You will work closely with the software development and delivery teams to ensure client satisfaction, manage expectations, and identify growth opportunities within accounts.

Client Relationship Management:

• Serve as the main point of contact for client communication and engagement.
• Build and maintain long-term relationships with clients to understand their goals and ensure high client satisfaction.
• Conduct regular meetings with clients to review project progress, gather feedback, and identify new opportunities.

Project Coordination:

• Collaborate with internal teams, including developers, designers, and project managers, to ensure successful project delivery.
• Manage timelines, scope, and deliverables to ensure projects stay within budget and meet client expectations.
• Ensure technical requirements are well-communicated to internal teams and clients.

Account Growth:

• Identify and pursue opportunities to grow accounts through upselling and cross-selling additional services.
• Develop proposals, pricing strategies, and solutions that meet client needs while maximizing company revenue.
• Work closely with the sales team to convert leads and expand service offerings.

Issue Resolution:

• Proactively identify and address potential client concerns before they escalate into issues.
• Act as a liaison between the client and internal teams to resolve conflicts and provide solutions promptly.

Reporting & Analytics:

• Monitor key performance metrics, including client satisfaction, project profitability, and account growth.
• Provide regular reports and updates to clients and internal leadership on account performance.
  

Experience:

• Minimum of 4-5 years in an Account Management or Client Services role, preferably in the software or IT services industry.
• Strong knowledge of software development processes and project management methodologies.
• Experience working with cross-functional teams and managing multiple client accounts simultaneously.

Technical Knowledge:

• Familiarity with software development and technical services.
• Experience with project management tools like Jira, Trello, or Asana.
• Understanding of Agile/Scrum methodologies is a plus.

Communication:

• Excellent verbal and written communication skills.
• Ability to clearly explain technical concepts to non-technical stakeholders.
• Strong negotiation and problem-solving abilities.

Client-Focused:

• A proactive, customer-oriented mindset with a passion for delivering top-notch client experiences.
• Ability to manage expectations and deliver results that exceed client goals.
• Problem Solving:
• Ability to anticipate and resolve client issues in a timely and effective manner.
• Strong organizational and time management skills to handle multiple tasks and prioritize effectively.
  

• Bachelor’s degree in Business, Computer Science, or a related field.
• Experience in the software services or technology sector.
• Proven track record of successfully managing and growing client accounts.