Client Account Manager in Remote - USA at MTW SOLUTIONS LLC

• GMS: Grant Management Software for state agencies.
• COMPAS: Compliance Audit System Application for state agencies.
• Harvest: Child Nutrition Management Software for K12 state agencies.

Position Overview:
The Client Account Manager (CAM) at MTW Solutions plays a pivotal role in building and nurturing relationships with clients, ensuring their satisfaction with our products and services. You will be responsible for managing a portfolio of key accounts, understanding their unique needs, and acting as a liaison between the clients and our internal teams to ensure successful software implementation, training, and ongoing support. Your role will be integral in helping our clients leverage MTW’s software solutions to optimize their operations.

Key Responsibilities:

• Client Relationship Management: Develop and maintain strong, long-term relationships with government agency clients or other verticals as applicable, understanding their objectives and challenges.
• Account Oversight: Serve as the primary point of contact for assigned client accounts, ensuring seamless communication and support. Includes regular communication regarding project status, priorities, and conflicts.
• Project Management: Collaborate with internal teams to coordinate software implementations, customizations, reports, and upgrades, and ensure projects are completed on time, quality deployments, and within scope.
• Client Training & Onboarding: Facilitate the onboarding process by providing product training and ensuring clients are well-versed in using MTW’s software solutions. Create customer training materials and technical specification documentation.
• Client Success & Support: Proactively monitor client satisfaction, address any concerns, and provide prompt resolutions to issues, ensuring a high level of client satisfaction and retention.
• Cross-Functional Collaboration: Work closely with product development, technical support, and marketing teams to deliver tailored solutions that meet the evolving needs of clients. In addition, gather and document requirement specifications from the client in the form of specification documents which will be handed off to the DeveOps Manager.
• Sales Support: Identify upsell and cross-sell opportunities by understanding client needs and suggesting additional products or services that would benefit their operations. Support RFP responses and/or data required from clients.
• Data & Reporting: Prepare and present regular reports on account performance, product usage, and client feedback to internal teams and senior management.
• Billing & Invoicing: Request/create invoices, resolve invoice discrepancies, accounts receivable follow-up if needed for outstanding payments, renewals, and maintaining records of invoices and payments.
• Market Insights: Stay informed about industry trends and government regulations that may affect clients, providing insights to both clients and MTW's product teams.

Qualifications:

• Bachelor's degree in business, public administration, IT, or a related field.
• 5-10 years of experience in client account management, preferably within the software or technology industry.
• Proficient with SQL queries, scripts, and database structures
• Strong understanding of government operations and/or public sector software solutions, and Child Nutrition and Grant Management programs, is a plus.
• Public speaking – ability to present and / or speak at customer events and / or business conferences
• Excellent communication both verbal and written, negotiation, and interpersonal skills.
• Contract management experience.
• Proven ability to manage multiple client accounts and projects simultaneously.
• Proficiency with CRM systems, Jira, Confluence, project management tools, and Microsoft Office Suite.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent time management skills.

If you are passionate about driving digital transformation in the public sector and possess a strong background in software client management, we want to hear from you! Please submit your resume detailing your experience with government portfolios or enterprise SaaS solutions.