Account Manager Job ISOLS

Account Manager Job

The Account Manager is responsible for maintaining and expanding relationships with assigned clients by ensuring high levels of customer satisfaction, retention, and revenue growth. This role acts as the primary point of contact between the company and its clients, ensuring client needs are met, issues are resolved promptly within SLA, and new business opportunities are identified through upselling and cross-selling. The Account Manager must have a good understanding of the products offered and be able to provide first-line technical support before escalation.

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Key Responsibilities

Client Relationship Management

• Serve as the primary liaison between the company and assigned clients.
• Build long-term relationships based on trust, knowledge, and value.
• Conduct regular check-ins and client health reviews to ensure satisfaction and proactive support.
• Maintain a deep understanding of clients’ businesses, pain points, and strategic objectives.

Customer Retention & Satisfaction

• Monitor client satisfaction and engagement levels using feedback tools and surveys.
• Quickly resolve any emerging problems faced by customers to maintain trust.
• Escalate complex issues to technical support or vendor teams while maintaining communication with the client.

Account Growth & Revenue Expansion

• Identify and drive upselling and cross-selling opportunities aligned with customer needs.
• Support the sales team with renewals, upgrade opportunities, and strategic business planning.
• Track account performance, usage metrics, and ROI to present value-added reports to clients.

SLA Monitoring & Issue Resolution

• Ensure all client-reported issues are acknowledged, documented, and resolved within agreed SLAs.
• Collaborate with internal technical teams to troubleshoot and escalate where necessary.
• Maintain a client issue tracker with resolution status and timeframes.

Product Knowledge & Support

• Develop a good working knowledge of all solutions provided by the company.

• Provide initial troubleshooting and minor support for common client issues.
• Stay updated on product features, updates, and changes to provide informed guidance.

Reporting & Documentation

• Maintain accurate and up-to-date records in the CRM system.
• Provide regular status reports to management on client satisfaction, risks, opportunities, and account health.
• Prepare Monthly accounts report

Qualifications

• Bachelor’s degree in IT, Cybersecurity, Business, or related field.
• Minimum 3 years experience in Account Management, Customer Success, or related client- facing role in tech or software industry (cybersecurity experience preferred).
• Strong technical acumen and ability to learn and support cybersecurity solutions.
• Experience using CRM tools (e.g., HubSpot, Salesforce).
• Proven experience in growing accounts and managing client relationships.
• Knowledge of ITIL or basic ticketing systems a plus.

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How to Apply

Are you passionate about building strong client relationships and driving growth? Join our dynamic team as an Account Manager, you’ll be the trusted partner for our clients, ensuring satisfaction, solving problems, and uncovering new business opportunities. If you thrive on delivering value, love tech, and have a knack for spotting upsell and cross-sell potential, we’d love to hear from you! Send your cover letter and cv to hr@isols.io on or before 6^th June 2025