Job Purpose

This position will be the key person that will integrate new contracts that are awarded and execute the contract to ensure customer success. We’re looking for a dedicated and personable account manager to maintain customer accounts and serve as the main point of contact. The ideal candidate will have a passion for helping people and a drive for providing exceptional customer service. Applicants should also be proficient with audits, spreadsheets, and other productivity software. We are looking for an Account Manager to create long-term, trusting relationships with our customers. The Account Manager’s role is to oversee a portfolio of assigned customers, develop new business from existing clients and actively seek new sales opportunities. Account management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders, and preparing sales reports. Account Managers also answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Customer Service and Product Development departments) to improve the entire customer experience. This position may require occasional travel.

Ultimately, a successful Account Manager should collaborate with our sales team to achieve quotas while keeping our clients satisfied and engaged with our products and services in the long run.

Objectives and Responsibilities

Objectives

• Serve as the main point of contact in all matters related to client/customer concerns and needs.
• Build and strengthen client/customer relationships to achieve long-term partnerships. 
• Maintain accurate client records, keeping track of any contract updates, renewals, and contract recapture.
• Work with our Business Development Team and other internal teams to develop strategic marketing plans and ensure Key Performance Indicators (KPI) are being met.
• Bridge the gap between Business Development and Operations.
• Integrate newly established contracts and establish requirements to fulfill the tasks established on the contract.
• Work with HR to ensure all requirements contracts are met for personnel acquisition.
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients/customers.

Responsibilities

• Handle inquiries and requests from customers and address their needs.
• Stay on top of accounts, making sure they receive services that are within their budget and meet their needs.
• Meet regularly with other team members to discuss progress and find new ways to improve business.
• Generate progress reports for clients and senior leaders within the organization.
• Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly.
• Serve as the lead point of contact for all customer account management matters.
• Build and maintain strong, long-lasting client relationships.
• Negotiate contracts and close agreements to maximize profits.
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.
• Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts)
• Prepare reports on account status.
• Collaborate with sales team to identify and grow opportunities within territory.
• Assist with challenging client requests or issue escalations as needed.

Qualifications

Required Skills and Qualifications

• Internship or professional experience in a sales or customer service role.
• Ability to multitask and juggle several responsibilities simultaneously.
• Strong written and verbal communication skills. 
• Excellent organizational skills and attention to detail.

Preferred Skills and Qualifications

• Proven track record of meeting or exceeding quotas and receiving positive customer feedback.
• Proficiency with common customer success and customer relationship management software.
• Proficient with Monday.com

About Alakaʻi Services Group Inc. / Poʻe Hana Group, Inc.

Alaka‘i Services Group Inc. (ASGI), a subsidiary of the Alaka‘i Foundation Group Inc., is a Native Hawaiian Organization (NHO)-Owned Small Business serving the U.S. Department of Defense and other Federal Government Clients.

Headquartered in Honolulu, Hawaii, Poʻe Hana Group, Inc. (PGI) is a talent management, staffing, and administrative support services company. PGI specializes in providing HR and administrative services to the Alakaʻi family of NHO companies.

PGI is an Equal Opportunity Employer and strives to provide equal employment opportunity to all applicants and staff in accordance with sound employee relations practices and federal and state laws. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry, genetic information, pregnancy status, or any other characteristic protected by law.