Account Manager

The Account Manager is responsible for ensuring outstanding client satisfaction through maintaining strong relationships that optimize value for clients.  Duties include: oversight and client relationship management, contract administration, extension and termination of services, pricing administration and budget oversight, billing accountability, issue resolution , steering committee meetings, roadmap strategy, T&M/LEAP to AMS conversion responsibilities. This helps to ensure Syssero’s clients are proactively managed on an ongoing basis and provides insight into Syssero’s client satisfaction. This role also ensures maco-level management of client contractual agreements and obligations to ensure maximum customer satisfaction and revenue generation.

Outside of regular department activities, you may be pulled into mini-projects related to various Syssero Inc business needs in alignment with your passions, strengths, growth opportunities, and overall needs of the company. The employee will demonstrate a daily commitment to the core values defined below. The Account Manager will connect with their management team to develop Quarterly Rocks (personal and department goals) that will help develop their professional skills and further their career. Successful and timely completion of Personal and Departmental Rocks may impact merit bonuses, eligibility for promotion, and more. 

Essential Responsibilities and Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer Satisfaction- Ensure 96% and above on all assigned accounts. 
• Customer Retention on Owned Accounts- 90% retention QoQ not including clients who have rolled off in good standing/for a true lack of need. This includes AMS, LEAP and 1099 clients (1099 would mean no 1099’s were chopped by the client or asked to be replaced)
• Contract Renewals/Project Expansion/Upsell (including the use of Systics)- Identify opportunities within current contracts for upselling or cross-selling products and services
• 1099/T&M Upsell- If the client has a need, log the need/mark as a win/loss and measure success rate based on total # of opportunities won. Proactively pursue 1099 leads/generate new work from existing accountsEscalation mitigation with a focus on preventing concessions.
• Business Acumen – Aligns work with strategic goals. Conducts cost-benefit analyses. Demonstrates knowledge of market and competition. Displays orientation to profitability. Understands business implications of decisions.

Core Values 

EMPOWERMENT– Syssero is committed to developing the individual talents and capabilities of each employee. We invest in our people, encouraging them to cultivate the best versions of themselves. We encourage leadership at all levels by providing opportunities for continued learning, and promoting internally whenever possible. We learn from one another, depend on one another and win as a team. Our culture of borderless empowerment is more than just a competitive advantage for us. It is the key to Syssero’s ability to grow, to evolve and to achieve lasting, long term success. 

• Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Teamwork – Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others’ views. Gives and welcomes feedback. Puts the success of the team above their own interests.
• Team Leadership – Acknowledges team accomplishments. Defines team roles and responsibilities. Ensures progress toward goals. Fosters team cooperation. Supports group problem solving. Exhibits confidence in self and others. Inspires respect and trust. Motivates others to perform well. Reacts well under pressure. Shows courage to take action.
• Initiative – Asks for help when needed. Looks for and takes advantage of opportunities. Seeks increased responsibilities. Takes independent actions and calculated risks. Undertakes self-development activities. Volunteers readily.

INTEGRITY – Nothing is more important than our reputation. We demonstrate a strong commitment to sustainable, responsible business practices, and approach each interaction with honesty, transparency and care. We deliver on commitments, and expect the same in return from both clients and colleagues. We have no tolerance for hidden agendas or behavior that diminishes our people or the work they produce. We are committed to doing good, and will not compromise that mission for the sake of quick profit or quick results. 

PROTECTION – Syssero acts as a shield to our peers and our clients. As members of a demanding ecosystem, we protect our people/clients by cultivating a psychologically safe workplace. This means that mutual respect and consideration are non negotiable in each facet of our business. Our successes are celebrated and shared with our community, our peers and our clients. We face failure with humility, and encourage each other to find opportunity in each challenge for continued personal growth and professional development. 

DIVERSITY – Syssero’s inclusive culture means that the unique personality of each employee is accepted and valued. We leverage the innate differences in our talent, both in background and circumstance, to develop creative solutions for our clients. We believe these differences enhance the experience of our employees by offering collaboration opportunities that are nuanced, educational and profound. Each employee is invited to the table as their authentic self, with the promise of equitable treatment.. 

BALANCE – Syssero is committed to ensuring employees have the resources and opportunity to find a lifestyle that is fulfilling both personally and professionally. We are committed to a standard of excellence in our work, and believe peak performance can best be achieved when employees are rested and given ample time to devote to the people, places and activities that spark joy and promote wellness. Proactive communication, careful planning and transparency are essential to make this balance possible for all.

Supervisory Responsibilities

• Range of Direct Reports: 0-3
• Range of Indirect Reports: 0-5

Work environment

• 100% remote

Physical demands

• Prolonged periods of sitting at a desk and working on a computer.

Additional eligibility requirements

• Workday certification or enterprise software experience

Work authorization/security clearance requirements

• Must be authorized to work in the United States.

Travel required

<25% travel. Regular travel consists of at minimum two, in-person, all staff events, one of which is required to attend in person. The location of these will vary depending on agenda, number of staff, and the ultimate goal of the event. Travel will be overnight for multiple nights.  In addition, there may be client-related travel or other Syssero related travel as needed. All arrangements are company paid.

Education and experience

• Required – Associates in related field, 4+ years experience in Workday project management, customer success management or account management
• Preferred – Bachelors in related field, 5+ years experience in Workday project management, customer success management or account management

Affirmative Action/EEO statement

Syssero is an equal opportunity employer. At Syssero, we don’t just accept differences – we celebrate them, support them, and thrive on having them for the benefit of our employees, our services, and our community. Employment at Syssero is based solely on a person’s merit and qualifications directly related to professional competence. Syssero does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is Syssero’s policy to comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity. The Company’s EEO policy, as well as its affirmative action obligations, includes the full & complete support of the Company, including its Chief Empowerment Officer. Because it’s just the right thing to do. We hope you think so, too.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

To apply, please fill out the form below with your resume and LinkedIn Profile. Your information will be sent directly to our Talent department for consideration.