Account Manager

Account Manager

Hybrid in Chicago office M-W, remote TH & F

The Account Manager is responsible for managing dynamic client relationships, overseeing seamless operations, driving business growth, and seizing sales opportunities. As the primary point of contact for our enterprise clients, the Account Manager ensures exceptional satisfaction, consistently monitors performance, manages SLAs, and proactively identifies risks. They create strategic account management plans to maximize retention and capitalize on upselling opportunities. The Account Manager plays a crucial role in forging strong client relationships, propelling business success, and significantly expanding our market presence. We are looking for high-energy, go-getters who thrive in a fast-paced environment and are passionate about making an impact.

Client Relationship Management:

• Drive Growth: Accountable for driving growth within a named portfolio of clients, serving as the primary point of contact and providing consistent support for all day-to-day business operations.
• Client Meetings: Lead client meetings in collaboration with partners, taking responsibility for preparation, ownership, and steering the discussions to deliver impactful outcomes.
• Collaboration: Collaborate with Senior Managers and Directors, actively participating in project management and executive-level meetings as required.
• Subject Matter Expert: Act as the subject matter expert (SME) representing Swoon across the client portfolio, establishing rapport with named clients.
• Full Lifecycle Management: Assume ownership of the full lifecycle of contractor assignments, addressing onboarding, escalations, and offboarding matters with clients.
• Client Satisfaction: Ensure high levels of client satisfaction by promptly addressing concerns and delivering exceptional service.

Account Management:

• Sales Opportunities: Identify and pursue upselling and cross-selling opportunities within the assigned client portfolio to drive revenue growth.
• Operations Management: Manage day-to-day operations related to the assigned client, including requisition process management, order prioritization, expedited issue resolution, and continuous refinement to meet agreed-upon SLA terms.
• Collaboration with Recruiting Team: Collaborate closely with the recruiting team to identify, evaluate, and present top-tier candidates that align with clients' specific requirements.
• Quality Focus: Maintain a focus on quality by thoroughly screening candidates and ensuring they possess the necessary skills and qualifications.
• Data Accuracy: Ensure data accuracy within systems (VMS, ATS) and conduct regular audits to maintain data integrity.
• Performance Monitoring: Monitor candidate performance and client feedback to continuously enhance the candidate selection process.

Performance Reporting & Management:

• Quarterly Performance Reports: Assess performance through quarterly reports that detail key metrics such as client satisfaction rates, client scorecards, and forecasts.
• SLA Monitoring: Responsible for monitoring client SLAs, including time to fill, interview ratios, hire ratios, etc.
• Sales Metrics: Track and report on sales metrics to measure growth and identify areas for improvement.
• Risk Minimization: Ensure thorough monitoring of account performance to minimize risk during optimization periods.
• Risk Communication: Actively identify and communicate potential risks to internal Directors and Leadership through analysis, scorecard measurements, and adherence to SLAs.

Additional Responsibilities:

• Market Research: Conduct market research to identify trends and opportunities for expanding the client portfolio.
• Sales Strategy Development: Develop and implement sales strategies to increase market share and drive business growth.
• Networking: Build and maintain a network of industry contacts to identify potential sales leads and business opportunities.
• Client Proposals: Prepare and present client proposals, highlighting the value of our services and tailored solutions to meet client needs.
• Travel: Travel as needed to meet with clients and attend industry events

Education:

• Requires a bachelor’s degree