Client Account Manager

1 week ago
Edmonton, Alberta, Canada Framewerx Full-time

Role Purpose
The Client Account Manager (CAM) is responsible for maintaining the operational and commercial aspects of assigned client accounts. This role ensures continuity between the sales, service, and vCIO teams by managing pricing updates, service changes, contract modifications, and non-strategic client interactions.

The CAM supports long-term client retention by providing consistent communication, transparent documentation, and quick resolution of transactional issues. This role allows the vCIO to focus on strategic alignment and planning by removing common administrative, commercial, or operational distractions from their workflow.


Please note this is a in-person position located at our office in Acheson, AB.


Key Responsibilities

Contract and Pricing Management

  • Communicate price adjustments, renewal terms, and contract modifications clearly and professionally

  • Handle billing questions, scope clarifications, and mid-term pricing or licensing changes

  • Support creation of new service quotes, amendments, and client sign-off documentation

Client Communications

  • Act as the primary day-to-day contact for non-strategic client matters

  • Respond to inbound inquiries regarding billing, services, or account changes

  • Conduct check-ins or follow-ups where requested by Sales or vCIO leadership

Service and Issue Resolution

  • Coordinate with Service Desk, TAM, or Procurement to resolve client-reported issues

  • Track open issues related to billing or service and ensure resolution is documented

  • Escalate client concerns appropriately and de-escalate minor conflicts before they impact retention

Documentation and Reporting

  • Ensure CRM and PSA systems are updated with account interactions, contract notes, and decision history

  • Provide regular status updates and risk indicators to Sales and vCIO leadership

  • Maintain accurate documentation for service adjustments, exception handling, and pending changes

Internal Collaboration

  • Support vCIOs by fielding common questions and organizing prep materials for reviews

  • Coordinate with Sales for pricing approvals or contract-level guidance

  • Partner with Project or Service teams to ensure alignment on delivery or service impacts


Success Metrics

  • Client satisfaction with account support and communication.

  • Contract and pricing accuracy across assigned accounts.

  • Timely resolution of non-strategic issues or escalations.

  • Documentation completeness and update discipline in PSA and CRM.

  • Reduced distraction or conflict routed to vCIO from managed accounts.


Qualifications

Required:

  • 2–4 years of experience in client account management, inside sales, or customer success.

  • Strong verbal and written communication skills.

  • Familiarity with contract structures, recurring service terms, and billing models.

  • Comfort with CRM, PSA, and service documentation tools.

  • Professional and empathetic approach to conflict and client negotiation.

Preferred:

  • Experience in a managed services or recurring contract environment.

  • Prior use of Autotask, IT Glue, or HubSpot CRM.

  • Exposure to renewal or client retention cycles.

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