IT / IAM Account Manager - Remote - Provision IAM

Company Overview

Provision IAM is a custom digital solutions agency with specialized experience and knowledge in the financial and regulatory industry. For over 27 years, Provision IAM has helped businesses to manage digital operations and optimizations. Most recently, Provision IAM's FinTech team developed an innovative and affordable Identity and Access Management solution for financial institutions.

Our team’s capabilities range from the highly creative to the extremely technical. While we each have varying backgrounds, we all share one common characteristic — passion for work, which integrates seamlessly into our customers’ existing systems.

Provision IAM is a great place to work! We offer competitive salaries, an individualized networking and education budget, company-paid insurance benefits, IRA plan with company match, and more.

Headquartered in Cumberland, MD, we have an extended network of experts on our team who work in over 20 states. We recognize the critical impact each employee creates in helping us and our clients achieve success.

Job Description

We are seeking an Account Manager who will build a trusted relationship with the customer and serve as the day-to-day point of contact. This is a strategically important role as maintaining a strong and positive relationship with the customer is essential to achieving our customer retention goals.

The Account Manager must efficiently manage a portfolio of customers that vary in size and complexity, ensure the configuration of product features meet customer’s needs within the parameters of the “in the box” IAM solution, and ultimately have customers find success with the Provision product. The Account Manager drives implementations to completion by anticipating the needs of the customer and ensuring there is alignment between internal teams at Provision and the client team.

This role reports to the Director of Customer Care. As a senior member of the Solutions organization, the Account Manager will execute on plans to deliver a best-in-class customer support experience.

Key Responsibilities

1. In collaboration with the Implementation Specialist, facilitate and guide Provision customers through the onboarding process.

2. Facilitate working sessions between our Implementation Specialists and customers to ensure a smooth and successful onboarding process.

3. Keep stakeholders across the organization apprised on the progress of onboarding.

4. Execute project plans following the defined sequence of activities needed to successfully complete onboarding.

5. In partnership with the Implementation Specialist, consistently meet agreed upon onboarding milestones, and escalate issues, concerns, or blockers, to the Director of Customer Care.

6. Drive NPS Goals/targets: Seek to understand client feedback from the NPS survey, deriving insights that lead to action and continuous improvement.

7. Lead QBRs with clients to showcase the value of Provision IAM and identify opportunities to develop and strengthen the partnership.

8. Possess a deep understanding of Provision and how it aligns with the customer’s strategic goals. Leverage this knowledge and the trust built through the relationship to achieve a target of 100% renewal and zero churn.

9. Manage the pace of onboarding, identifying blockers and working across teams to resolve issues quickly ensuring timely completion of milestones.

10. Communicate effectively with clients at each stage of onboarding, and beyond go live, to manage support issues and identify additional opportunities.

11. In partnership with the Implementation Specialist, gather and share feedback for improvements to both processes and product features

12. Identify opportunities for technology to enhance, improve, and speed up the onboarding process.
    
    

Requirements

1. Educational Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a related field.

2. Experience:

- Proven experience as

3.Minimum of 3 years of documented experience in technical customer-facing roles, consistently demonstrating proficiency and effectiveness in engaging with customers.

Minimum of 3 years of proven success in Account Management within the software or IT sector, with a successful track record of fostering client relationships, understanding complex technical requirements, and driving projects to completion.
4. Communication Skills:

- Excellent communication and collaboration skills to work effectively with cross-functional teams. OR Exceptional communication and collaboration skills, enabling effective teamwork across diverse functional departments to include sales, product development, and operations.

Proficient in coordinating and leading productive client working sessions, adept at fostering collaborative environments, and skilled in guiding clients through problem-solving processes to achieve successful outcomes.

Exceptional organizational skills, coupled with self-motivation and the ability to thrive in a remote working environment, are essential.

- Ability to translate business requirements into technical solutions. OR Proficiency in translating business requirements into practical technical solutions.

- Proficient in rapidly assimilating new technologies.

Other Requirements:

• Must be authorized to work in the United States; Provision IAM is unable to sponsor work visas.

• Must be highly proficient in written and spoken English

• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

Salary $70,000 to $90,000 will be commensurate based on experience. At this time, we are only looking for candidates interested in full-time employment. No phone calls please.

If you are a results-driven, Account Manager with a passion for providing exceptional service to our clients, we invite you to apply. Join our dynamic team and contribute to the ongoing success of our organization's security infrastructure.