Account Management and Business Strategy Manager

SUMMARY

Account Management and Business Strategy Manager is responsible for serving as account manager for 3 KAGR platform clients, owning end-to-end strategic and technical delivery. 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

1. Account Management
   1. Accountable for all technical and strategic delivery for 3 KAGR platform client(s)
   2. Drive all client communications including status calls, delivery readouts, and more detailed communications related to requirements and specifications
   3. Develop and prepare monthly subscription utilization subsequent burn rate to client and KAGR leadership
   4. Develop deep understanding of client data and serve as internal and external subject matter expert across all business and technical matters, identifying and communicating changes or key drivers of client’s business
   5. Monitor platform usage and own and develop client-specific strategies to drive adoption of dashboards, ODBC access, and other KAGR deliverables
   6. Translate business requirements into well-written use cases and product requirements for communication across KAGR development teams
   7. Serve as a client portal subject matter expert to ensure the portal is optimized for customer success
   8. 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
2. Strategic Insights
   1. Own and deliver incremental value for clients through platform data analysis and strategic insights
   2. Structure & address complex and ambiguous problems within the client platform and data; own the end-to-end investigation and resolution process, coordinating across internal and external stakeholders
   3. Perform hands-on analysis (via SQL) within the KAGR data model and ancillary data environments and tools
   4. Synthesize findings, develop innovative solutions, and develop strategic recommendations to enable clients to leverage and action those insights
   5. Communicate effectively with internal stakeholders and client to deliver insights with impact
3. Personnel Development
   1. Manage 1-2 direct reports
   2. Responsible for team member development into proficient account managers with sports industry and software subject matter expertise
   3. Support development of onboarding and training materials
4. Client Support
   1. Manage the end-to-end platform support process including receipt and triage of inbound questions & inquiries; leverage KAGR tools (e.g., ServiceDesk) as required to assist documentation and tracking needs
   2. Coordinate across Enterprise Solutions client scrum team(s) and production support teams to ensure proper monitoring of client platform and inbound/outbound data integrations and ensure all sources are received and loaded and updated as expected
5. Operations
   1. Drive process and efficiency improvements within the account management function based on client and internal team needs
   2. Drive development of operational framework to improve efficiency, create consistency across clients, and reduce costs
   3. Utilize client-specific platform measurement data within Jira to improve visibility into capacity and velocity and help improve planning
   4. Standardize documentation and emphasize critical importance of documenting processes
6. Special projects and assignments as business dictates.
7. 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
• Must have attention to detail and focused concentration
• Must be able to learn new tasks and complete tasks independently
• Must be able to make timely decisions in the context of the workflow
• Must possess strong organizational skills, ability to multi-task and responsiveness

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.

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