Account Manager

**Summary / Objective**

The Account Manager serves as the primary business contact for medium to large sized Registry clients. They own the operational relationship with Identity Digital’s clients and are responsible for overall client satisfaction.

The Account Manager is expected to consistently provide excellent customer service to accounts and represent client needs and goals within the organization to ensure quality. In addition, the Account Manager will build relationships with clients to encourage new and expanded business opportunities by promoting our services and new initiatives.

This position reports directly to the Sr. Director, Registry Support and Management.

**What You'll Do**
- Accountable for managing the operational relationship with the client including addressing client inquiries and ensuring all requests are fulfilled to the client’s satisfaction
- Writing business and technical requirement documents to meet business objectives and client requirements
- Meet identified client or project success metrics as defined by leadership
- Own all client communications, conflict resolution, and compliance on client deliverables
- Meet with the client on a weekly basis at a minimum, and documents and shares minutes after each meeting
- Prepare and obtain client sign-off on detailed requirements as needed to capture client needs clearly
- Review all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met
- Work with Product Management, Project Management, and other departments as needed to gather information to prepare guides and customer-facing communication.
- Ensure that client issues are dealt with in an efficient manner, informing management of any problems that may arise
- Work closely with the Technical Support and Product Strategy teams in order to maintain current knowledge of registry operator and registrar status in order to identify potential issues and/or opportunities related to the registry operator or registrar
- Ensure that all processes and procedures are completed, and quality standards are met. Communicates the client's goals and represents the client's interests to the project team. Provide regular two-way communication between the registry operator and Identity Digital, to provide strong team representation and set proper client expectations
- Understand of company capabilities and services, and effectively communicating all offerings to the client
- Communicates client activity to relevant Identity Digital stakeholders
- Provide regular input on all account activity, including status on a weekly basis
- Provide training, support and/or guidance to Associate Account Managers as needed
- Other duties as assigned

**Key Performance Indicators**
- Accurate and complete responses to client inquiries within 1 business day
- Registry Operator satisfaction score - Satisfied/Very Satisfied

**Who You Are / What You Bring**
- 5+ years of Customer Service experience
- Bachelor’s degree in related field or equivalent experience, degree in Computer Science or Engineering preferred
- Ability to work independently with excellent time management, verbal and written communication skills.
- Experience in technical writing required
- Proven Customer Service skills are required in order to create, maintain and enhance customer experience
- Detail-oriented technical competence (understand registrars' business and operations)
- Motivated, goal-oriented, persistent
- High level of initiative and works well in a team environment
- Project/Account Management experience is preferred
- Ability to travel as needed
- Ability to work across time zones as part of a global organization as needed

**Salary Range**

**A few things to know about us**
Identity Digital is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.

**Accommodation Statement