Account Manager

Job Summary:

The Account Manager is responsible for managing and growing assigned client accounts by maintaining strong relationships, ensuring delivery alignment, and identifying expansion opportunities across SMG’s service lines. This role serves as the day-to-day commercial lead for assigned accounts, partnering closely with LOB Directors and Project Managers to ensure client needs are met while aligning scope, pricing, and delivery.

Account Managers are expected to develop a deep understanding of client operations, proactively identify opportunities to expand SMG’s footprint, and support the execution of account plans that drive retention and revenue growth. They operate within established pricing and delivery frameworks and ensure internal alignment before committing to new work or scope changes.

Key Responsibilities:

• Build and maintain relationships across multiple levels of client organizations, including executive stakeholders
• Manage day-to-day client relationships across assigned accounts
• Develop and maintain account plans aligned to client needs and SMG growth objectives
• Identify and support expansion opportunities across SMG service lines
• Coordinate with LOB Directors for solution validation and service alignment
• Partner with Project Managers to ensure delivery execution aligns with client expectations
• Maintain visibility into account performance, risks, and opportunities
• Apply structured qualification frameworks (e.g., MEDDPICC) to evaluate and advance expansion opportunities within existing accounts
• Ensure pricing and scope align with established LOB frameworks
• Support revenue retention and growth targets within assigned accounts
• Maintain a disciplined expansion pipeline within assigned accounts, with clear visibility to opportunities, timelines, and revenue impact
• Leverage Gong and other tools to improve client communication and sales effectiveness

Key Milestones

0–3 Months:

• Complete onboarding and training across SMG systems, tools, and processes
• Develop foundational knowledge of SMG service lines (ProSolutions, VERO, SPP, Insights, SMG-U)
• Learn and begin using Salesforce and Gong to track activity and support client engagement
• Review assigned accounts to understand current work, active engagements, and key stakeholders
• Begin building internal relationships with LOB Directors, Project Managers, and Operations partners

3–6 Months:

• Develop a working understanding of account histories, client priorities, and ongoing work across assigned accounts
• Establish relationships with key client contacts and participate actively in client conversations
• Begin managing day-to-day client communication with support as needed
• Maintain accurate pipeline and account activity tracking in Salesforce
• Identify initial expansion opportunities across SMG service lines

6–9 Months:

• Develop and execute account plans for assigned accounts aligned to growth and retention goals
• Independently manage client relationships and coordinate across internal stakeholders
• Proactively identify and advance expansion opportunities across service lines
• Demonstrate strong alignment between client needs, SMG solutions, and delivery execution
• Contribute meaningfully to revenue growth, retention, and account performance

KPIs

Primary KPI 

• Account Growth

Secondary KPIs

• Account Revenue Retention
• Expansion Pipeline Development
• Service Line Mix within Accounts
• Margin Alignment