We are seeking an experienced Account Manager / Service Delivery Manager (SDM) to join our team on-site in Orlando, FL. This hybrid role requires 5-7 years of experience in account management and service delivery, combining the responsibilities of client relationship management with overseeing service execution. You will be the central point of contact for clients, ensuring smooth project delivery, driving accountability across teams, and fostering long-term client partnerships.
Key Responsibilities:
Serve as the primary point of contact for clients, managing all communications, inquiries, and escalations with timely, professional responses.
Build and maintain strong client relationships, understanding their needs, goals, and challenges, while ensuring that all deliverables align with client expectations.
Own the process of assigning tasks and resolving issues, collaborating with internal teams to ensure smooth project execution and timely delivery.
Monitor project progress, proactively following up on outstanding items, and ensuring all deadlines are met.
Conduct regular client meetings to review project performance, provide status updates, and discuss opportunities for improvement or growth.
Collaborate with development and technical teams to understand project requirements, timelines, and blockers, effectively communicating these details to all stakeholders.
Identify opportunities for account growth, working closely with sales and technical teams to propose new solutions that add value to the client.
Resolve client issues promptly and efficiently, escalating as needed to ensure a high level of client satisfaction.
Lead regular internal and client status meetings, preparing detailed progress reports for clients and leadership.
Develop and implement processes to improve communication, accountability, and overall project and service delivery performance.
Required Skills:
5-7 years of experience in account management and service delivery roles, ideally within the software development or IT industry.
Excellent communication skills (both written and verbal), with the ability to manage complex client interactions and articulate technical concepts to non-technical stakeholders.
Strong organizational and time management skills, able to manage multiple projects, client accounts, and priorities in a fast-paced environment.
In-depth understanding of the software development lifecycle, agile methodologies, and project management tools.
Proven ability to collaborate with cross-functional teams and ensure successful project and service delivery.
Problem-solving mindset with a proactive approach to resolving issues and improving processes.
Experience working with remote teams and managing communication across different time zones.
Technical aptitude to understand development challenges and guide teams toward effective solutions.
Preferred Experience:
Previous experience in a dual account management and service delivery role, preferably within the software development or IT industry.
Experience leading and coordinating distributed or remote teams.
Background in IT, software development, or technical project management.