Account Manager

Location: Indianapolis, IN
Position Type: W-2 
Experience Required: Minimum 5 years

This W-2 position requires candidates to live near Indianapolis, IN. 

Currently, we do not offer relocation assistance. W-2 employees work from home, from E-gineering's office in Indianapolis or the client's office, depending on client engagement requirements. Current client opportunities support remote work from home.

Mission

The E-gineering (E-g) Account Manager (AM) is a non-commission role, pivotal in fostering and maintaining solid and trustworthy relationships with our corporate clients and their key personnel. 

Assignment Scope

An AM is the primary liaison between E-g and the client for all active client-service engagements and potential future service opportunities with the client.

While there are many facets to building trusted corporate and personal relationships, the AM is primarily responsible for the following:

• Ensuring that E-g is serving the client well
• Aligning the client's expectations with E-g's values, capabilities, and defined scope of work
• Identifying new opportunities to serve the client

Primary Responsibilities

• Client Relationship Management: Develop and maintain strong, trusted relationships with clients, ensuring their needs and expectations are met or exceeded. Serve as the main point of contact for client communications, diligently and thoroughly responding to their needs and inquiries and resolving issues promptly.
• Project Engagement Success: Communicate with the client's key stakeholder(s) and E-g's team lead(s) (e.g., Engagement Manager, Project Manager, Scrum Master, Tech Lead) periodically to understand and monitor engagement goals, barriers to success, and risks. Assist with the elimination of obstacles and mitigation of risks as appropriate.
• Escalation Point-of-Contact: Serve as the Escalation Point-of-Contact for the client and E-g team members (see Escalation Point-of-Contact section below).
• Engagement Management: Establish an understanding of the client's needs for Engagement Management and ensure that E-g establishes clear responsibilities for meeting the client's expectations, including the possibility that the AM will be responsible for the following activities:
  • "Engagement Leadership Team" meetings (preparation and facilitation)
  • Budget Tracking   
  • Performance Tracking
  • Scope Management
  • Build and maintain project team community

• Client's Business SME: Establish an understanding of the client's industry, unique value proposition, challenges, and opportunities. Serve as E-g's subject matter expert (SME) on the client's business and provide insights to E-g's leadership and E-g's consultants on the value of our work in the larger context of our client's business goals and objectives.
• Client Revenue Growth: Create an account-based marketing strategy and approach to build new relationships throughout the client's organization, seeking to identify new opportunities to extend or expand the services E-g provides.
• New Project Approach Collaboration: Coordinate discovery sessions with the client and E-g personnel to fully understand the client's needs and determine whether E-g can serve the client well. Represent the client's " voice" in E-g's internal proposal planning meetings. Serve as the point of contact with the client when presenting E-g's proposed approach.

Key Duties

• E-g Systems: Maintain information within E-g's internal systems associated with the following:

• New opportunity status
• Contractual Agreements
• Project Team Onboarding
• Project Staffing and Timelines
• Recruiting
• Hourly Rate Schedule
• E-g Management Team Meeting: Actively participate in E-g's Management Team Meeting (currently weekly), known as the Stewards Meeting, to discuss active and prospective client projects, project staffing, E-g consultants, and the recruiting pipeline.
• Contractual Agreements: Understand the client's Procurement Channels and establish agreements (e.g., Work Orders, Change Orders, Statements of Work, Proposals, and RF" X" Responses) that establish clear expectations and position the client and E-g for success.
• Hourly Rates: Establish initial project hourly rates with the client and establish expectations for future rate increases. Establish Rate Cards when required.
• Project Engagement Staffing: Coordinate with internal E-g leadership to identify and align appropriate E-g consultants with the project scope and timelines.
• Project Onboarding: Understand E-g's and the client's project team onboarding requirements and processes and complete all onboarding tasks.
• Project Orientation: Coordinate and participate in project team member client and project orientation, serving as the client SME.
• Project Staffing Changes: When E-g needs to change the client delivery team members, the AM leads efforts to establish transition or backfill plans within E-g and with the client.
• Project Closure and Offboarding: Understand E-g's and the client's project team member offboarding requirements and processes and ensure that all offboarding tasks are completed.
• Recruiting Team: Participate in E-g's full-time and subcontractor recruiting planning and management.
• New Client Transition: Work closely with the New Business Development Team (BizDev) to ensure a smooth transition from the new client opportunity pipeline to active client work. Typically, get involved with a new client before the initial contractual agreements (e.g., PSA, SOW).
• BizDev Support: Assist the BizDev team in pursuing new business opportunities leveraging AM's industry or process knowledge and experience. Participate in sales presentations and proposal development to secure new projects.

Escalation Point-of-Contact

Designating an Account Manager (AM) as the "Escalation Point-of-Contact" is vital for effective issue resolution and streamlined communication between the client and the consulting team. The AM serves as a central hub for managing challenges, ensuring that any concerns are addressed promptly and efficiently.

Serve as the voice of the client so that their issues receive immediate attention by having a dedicated contact point, which minimizes disruptions and reinforces their confidence and trust in the partnership. The AM's understanding of both the client's objectives and the E-g consulting team's capabilities enables them to assess situations quickly, prioritize issues based on urgency, and mobilize the right E-g personnel (e.g., E-g Director, Practice Lead, Advocate, HR, etc.) to facilitate timely resolutions. This proactive approach alleviates client frustrations and fosters a collaborative environment where solutions can be developed effectively.

Moreover, the value of this escalation role extends to enhancing communication within the consulting team. When issues arise, team members can rely on the AM to handle client communications and provide clear guidance on how to proceed. This clarity allows the team to focus on their core tasks, reducing the likelihood of misunderstandings and enabling them to respond to challenges with agility. The AM can also serve as a feedback loop, relaying client concerns and insights to the team and ensuring everyone is aligned and aware of evolving expectations. By centralizing issue resolution and communication, this role not only streamlines communication but also cultivates a culture of accountability and responsiveness.

Qualifications:

Experience

• Required
  • Account management, sales, or project management
  • Familiar with Agile Methodology (Scrum)
  • Manage multiple projects and priorities simultaneously in a fast-paced environment
• Desired
  • Information systems consulting account management, sales, or project management
  • Custom software development project leadership experience
  • Oversee project finances

Skills

• Required
  • Excellent communication (verbal and written)
  • Interpersonal skills, with the ability to build rapport and trust with clients and internal E-g teams
  • Facilitate complicated conversations (e.g., technology, people, finances)

• Desired
  • Advanced analytical and problem-solving abilities, with a keen eye for detail
  • Proficiency in using CRM software, project management tools, and data visualization platforms

Attributes

• Builds trusted relationships
• A proactive and client-focused mindset with a passion for delivering exceptional service
• Problem solver
• Solution creator
• Lives life with humility and integrity
• Good Listener and able to discern priorities
• Diligent with follow through - Do what you say you will do (DWYSYWD)

About Us

E-gineering (E-g) is an employee-owned software consulting company established in Indianapolis, Indiana (2000). True consulting is a heart for serving people, hands working excellently, and minds fixed on integrity.

We stand behind our work, always do what is right, and risk the consequences.

Here are some of our key benefits:

• Full Medical: E-g Pays 100% of the premium for employees AND additional family members
• 401K: Up to a 5% match with immediate vesting
• Employee Owned: E-g is a 100% employee-owned company. We allocate company shares each year to employees. As the company increases in value, so do your shares.
• Generous paid time off, three (3) weeks starting, four (4) weeks after four years, and five (5) weeks after seven years
• Fitness Reimbursement
• Home office allowance: E-g will give you a stipend to set up your office.
• Tickets/membership to Indy's local events: Pacers, Colts, Indians, Symphony on the Prairie, Indianapolis Symphony Orchestra, Indianapolis Zoo, Indianapolis Children's Museum, and more.

Why Join Us?
 

Work / Life Balance: We will ALWAYS protect a 40-hour work week. We don't know the climate out in the rest of the world, but we wouldn't assume that other companies won't prioritize productivity and total work over your personal life. 

 
Best Place to Work: We have been around for a while, with a 20+ year history of acting the same way and prioritizing employee satisfaction over anything else. For over 13 years, we have been recognized as the Best Place to Work in Indiana and consistently rank in the top 3. 
 

Grace: It's not a question of IF tough times are coming to each of us personally, but WHEN. We get it. When life turns hard, work is, at best, a blur and, at worst, a crippling, stressful distraction from what's important. We give as much grace in these situations as possible and then some. If you haven't been in these situations before, bless you, but if you have, you know how important it is to have the freedom to take care of your family and yourself without worrying about how you will get your work done. We always try to keep that in focus.