Account Management and Business Strategy Manager responsible for serving as account manager for 3+ KAGR platform clients, owning end-to-end strategic and technical delivery.
Requirements
- Accountable for all technical and strategic delivery for 3+ KAGR platform client(s)
- Drive all client communications including status calls, delivery readouts, and more detailed communications related to requirements and specifications
- Develop and prepare monthly subscription utilization subsequent burn rate to client and KAGR leadership
- 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
- Monitor platform usage and own and develop client-specific strategies to drive adoption of dashboards, ODBC access, and other KAGR deliverables
- Translate business requirements into well-written use cases and product requirements for communication across KAGR development teams
- 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
- Own and deliver incremental value for clients through platform data analysis and strategic insights
- 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
- Perform hands-on analysis (via SQL) within the KAGR data model and ancillary data environments and tools
- Synthesize findings, develop innovative solutions, and develop strategic recommendations to enable clients to leverage and action those insights
- Communicate effectively with internal stakeholders and client to deliver insights with impact
- 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
- 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
- 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
- Drive process and efficiency improvements within the account management function based on client and internal team needs
- Drive development of operational framework to improve efficiency, create consistency across clients, and reduce costs
- Utilize client-specific platform measurement data within Jira 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
- Client Services Associate- Account Management (2)
Benefits
- Health Insurance
- 401k Matching
- Paid Time Off
- Life Insurance
- Dental Insurance
- Vision Insurance
