Account Manager

Vaco by Highspring; Louisville (KY); On-site; USD 55,000 - 75,000; Full time

Job summary

Vaco by Highspring is seeking an Account Manager in Louisville, KY to foster trusted client relationships, drive renewal opportunities, and coordinate cross-functional solutions that align with client objectives. You will act as the primary client contact, manage growth strategies, and support negotiations while ensuring high customer satisfaction and retention.

The role emphasizes proactive account management, strategic planning, and collaboration with Sales, Operations, and Billing to deliver

Qualifications

• 2+ years of experience in account management, client services, customer success, sales, or business development.
• Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred.
• Demonstrated ability to build and maintain strong customer relationships.
• Excellent verbal and written communication skills.
• Strong presentation, negotiation, and relationship-building abilities.
• Proven problem-solving and conflict-resolution skills.
• Ability to manage multiple client accounts, projects, and competing priorities simultaneously.
• Strong organizational skills with excellent attention to detail and follow-through.
• Comfortable analyzing account information and using data to support client conversations and business decisions.
• Experience with CRM platforms such as Salesforce, HubSpot, or similar systems preferred.
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, and Outlook.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of customer accounts.
• Develop and maintain strong, trusted relationships with client stakeholders.
• Gain a thorough understanding of each client's business, objectives, challenges, and evolving needs.
• Conduct regular client meetings, check-ins, and business reviews to discuss performance, priorities, and upcoming initiatives.
• Provide responsive, professional, and solutions-focused communication.
• Act as an advocate for the client while balancing customer needs with company objectives.
• Proactively address concerns and coordinate timely resolution of client issues.
• Develop strategies to strengthen relationships and increase long-term client retention.
• Identify opportunities to expand existing accounts through additional products, services, or solutions.
• Partner with clients to uncover business needs and recommend appropriate solutions.
• Manage contract renewals and support pricing and contract negotiations.
• Monitor account engagement and proactively identify potential retention risks.
• Develop action plans for accounts requiring additional support or attention.
• Maintain strategic account plans and document growth opportunities.
• Develop a clear strategy for assigned accounts based on client objectives, business opportunities, and company goals.
• Lead client business reviews and communicate account performance, results, opportunities, and recommended next steps.
• Analyze account information and performance trends to identify potential improvements.
• Monitor account health and provide regular updates to internal stakeholders.
• Maintain a proactive approach to account management rather than relying solely on reactive customer support.
• Partner closely with Sales, Customer Service, Operations, Finance, Billing, and other internal teams to support client needs.
• Coordinate internally to ensure services, deliverables, pricing, and contractual commitments are executed accurately.
• Communicate client priorities and expectations clearly to appropriate internal stakeholders.
• Partner with internal teams to resolve service, billing, operational, or contractual issues.
• Facilitate effective handoffs and communication between the client and internal departments.
• Support new client, service, or product implementations as needed.
• Maintain accurate and current client information, contracts, pricing, correspondence, and account documentation.
• Manage contract renewal timelines and ensure required documentation is completed.
• Maintain accurate information within CRM and account management systems.
• Review account details regularly to identify discrepancies or necessary updates.
• Prepare reports, presentations, and other materials for client and internal meetings.
• Serve as an escalation point for client concerns and service issues.
• Work collaboratively with internal teams to determine root causes and implement appropriate solutions.
• Communicate progress and resolutions to clients in a timely and professional manner.
• Remain composed during challenging conversations and work toward solutions that preserve the customer relationship.
• Identify recurring issues and recommend improvements to help prevent future escalations.

Skills

Account management

Client relationship management

Communication skills

Presentation skills

Negotiation skills

Project management

CRM experience

Education

Bachelor's degree in Business Administration, Marketing, Communications, or a related field

Tools

Salesforce

HubSpot

Microsoft Excel

PowerPoint

Word

Outlook

Job description

The Account Manager is responsible for developing and maintaining strong, long-term relationships with assigned clients while ensuring a high level of customer satisfaction, retention, and account growth. This individual will serve as a primary point of contact for clients, understand their business needs and objectives, and coordinate internally to deliver effective solutions.

The Account Manager will take ownership of the overall client experience, proactively identify opportunities for improvement and growth, manage renewals and account issues, and partner with internal departments to ensure commitments are delivered accurately and efficiently.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for an assigned portfolio of customer accounts.
• Develop and maintain strong, trusted relationships with client stakeholders.
• Gain a thorough understanding of each client's business, objectives, challenges, and evolving needs.
• Conduct regular client meetings, check-ins, and business reviews to discuss performance, priorities, and upcoming initiatives.
• Provide responsive, professional, and solutions-focused communication.
• Act as an advocate for the client while balancing customer needs with company objectives.
• Proactively address concerns and coordinate timely resolution of client issues.

Account Growth & Retention

• Develop strategies to strengthen relationships and increase long-term client retention.
• Identify opportunities to expand existing accounts through additional products, services, or solutions.
• Partner with clients to uncover business needs and recommend appropriate solutions.
• Manage contract renewals and support pricing and contract negotiations.
• Monitor account engagement and proactively identify potential retention risks.
• Develop action plans for accounts requiring additional support or attention.
• Maintain strategic account plans and document growth opportunities.

Strategic Account Management

• Develop a clear strategy for assigned accounts based on client objectives, business opportunities, and company goals.
• Lead client business reviews and communicate account performance, results, opportunities, and recommended next steps.
• Analyze account information and performance trends to identify potential improvements.
• Monitor account health and provide regular updates to internal stakeholders.
• Maintain a proactive approach to account management rather than relying solely on reactive customer support.

Cross-Functional Collaboration

• Partner closely with Sales, Customer Service, Operations, Finance, Billing, and other internal teams to support client needs.
• Coordinate internally to ensure services, deliverables, pricing, and contractual commitments are executed accurately.
• Communicate client priorities and expectations clearly to appropriate internal stakeholders.
• Partner with internal teams to resolve service, billing, operational, or contractual issues.
• Facilitate effective handoffs and communication between the client and internal departments.
• Support new client, service, or product implementations as needed.

Contract & Account Administration

• Maintain accurate and current client information, contracts, pricing, correspondence, and account documentation.
• Manage contract renewal timelines and ensure required documentation is completed.
• Maintain accurate information within CRM and account management systems.
• Review account details regularly to identify discrepancies or necessary updates.
• Prepare reports, presentations, and other materials for client and internal meetings.

Issue Resolution

• Serve as an escalation point for client concerns and service issues.
• Work collaboratively with internal teams to determine root causes and implement appropriate solutions.
• Communicate progress and resolutions to clients in a timely and professional manner.
• Remain composed during challenging conversations and work toward solutions that preserve the customer relationship.
• Identify recurring issues and recommend improvements to help prevent future escalations.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred.
• 2+ years of experience in account management, client services, customer success, sales, or business development preferred.
• Demonstrated ability to build and maintain strong customer relationships.
• Excellent verbal and written communication skills.
• Strong presentation, negotiation, and relationship-building abilities.
• Proven problem-solving and conflict-resolution skills.
• Ability to manage multiple client accounts, projects, and competing priorities simultaneously.
• Strong organizational skills with excellent attention to detail and follow-through.
• Comfortable analyzing account information and using data to support client conversations and business decisions.
• Experience with CRM platforms such as Salesforce, HubSpot, or similar systems preferred.
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, and Outlook.

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [e-mail] .

For residents of Ontario, Canada only: to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.

Privacy Notice

Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR and UK GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

the individual's skill sets, experience and training;

licensure and certification requirements;

office location and other geographic considerations; and

other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).