Now Hiring - Account Management and Business Strategy Manager in Foxborough, MA

SUMMARY

Account Management and Business Strategy Manager is responsible for serving as account manager for a set of KAGR clients. Through a strong knowledge of KAGR technologies, including the client portal, deliverables and data model, the Account Management and Business Strategy Manager will drive customer success by leading status calls, monitoring data, answering client questions, communicating use cases, unlocking insights, measuring and driving usage, and positioning KAGR as a key strategic partner for our clients.

DUTIES AND RESPONSIBILITIES

• Strategic Insights
  • Leverage understanding of client data & platform to deliver incremental value for clients through strategic insights
  • Approach complex and ambiguous problems with a clarity; outlining questions seeking to answer and hypotheses to test
  • Demonstrate strong understanding of data model; leverage SQL to query database and conduct analysis
  • Synthesize findings, develop innovative solutions, and make strategic recommendations to enable clients to leverage and action those insights
  • Communicate effectively with internal stakeholders and client to deliver insights with impact
• Personnel Development
  • Manage 1-2 direct reports
  • Responsible for team member development into proficient account managers with sports industry and software subject matter expertise
  • Support development of onboarding and training materials
• Account Management
  • Serve as day-to-day contact for KAGR platform client(s)
  • Prepare and facilitate regularly scheduled status calls
  • Provide monthly subscription utilization to client and subsequent burn rate
  • Develop deep understanding of client data and proactively highlight changes or key drivers of client’s business
  • Monitor platform usage and seek to drive deeper adoption of dashboards, ODBC access and other deliverables
  • Translate business requirements into well-written use cases and product requirements
  • Serve as a client portal subject matter expert to ensure the portal is optimized for customer success
  • Work cross-departmentally to contribute to KAGR’s product roadmap identifying opportunities for new dashboards, metrics, data integrations or services to add value for clients
• Client Support
  • Receive inbound questions & inquiries from client and log item in ServiceDesk
  • Conduct initial triage and investigation of issue using SQL; escalate to client scrum team as needed
  • Clearly communicate findings updates to client
  • Coordinate with scrum team(s) and production support to monitor client data and ensure all sources are received and loaded and updated as expected
• Operations
  • Contribute to the standardization of the account management function across the organization
  • Drive development of operational framework to improve efficiency, create consistency across clients, and reduce costs
  • Utilize Jira data to improve visibility into capacity and velocity and help improve planning
  • Standardize documentation and emphasize critical importance of documenting processes
• Special projects and assignments as business dictates.
• Responsible for the maintenance, creation and control of all personally identifiable information or any other information protected by any Confidentiality or Privacy Standards or Company Policies that you have access or knowledge of, including but not limited to any state or federal regulations including HIPAA.

SUPERVISORY RESPONSIBILITIES

• Client Services Associate- Account Management (2)

SKILLS AND QUALIFICATIONS

• Ideal candidate must have 5-7 years of account management experience in a technology setting, including 1-2 years’ experience directly managing people
• Degree in computer science, information systems or related field preferred
• Proven track record in client services and technology delivery, as well as ability to build cross-functional relationships between engineering, business intelligence, data science, and business stakeholders
• Experience using data to drive operational enhancements. Capable of implementing new procedures and driving adoption with team
• SQL experience preferred
• Microsoft Office suite, particularly advanced PowerPoint and Excel required
• Knowledge of project management software such as JIRA/Confluence
• Knowledge of relational database and design structure concepts
• Outstanding organizational skills and keen attention to detail
• Strong written and verbal communication skills and excellent interpersonal skills
• Must be team-oriented and coachable

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to sit and use hands to handle or feel
• The employee frequently is required to talk or hear
• The employee is occasionally required to reach with hands and arms
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

WORK ENVIRONMENT

• Normal office environment
• The noise level in the work environment is usually moderate

CERTIFICATES, LICENSES, REGISTRATIONS

• None required

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.