Account Manager, Client Engagement


Winston Salem, NC

Inmar’s dedicated Center of Excellence (COE) approach to Client Engagement is to grow and leverage lasting client relationships by providing proactive support and engagement to help our clients achieve their desired outcomes. This COE will focus on the introduction and utilization of our full suite of products and service extensions that will deliver incremental value for their business. This COE will achieve this mission by establishing a tailored approach to our service model to best meet the needs and objectives of each client.

Under the direct supervision of a manager, the Account Manager is responsible for building a positive relationship with assigned clients and ensuring Inmar delivers the value promised during the selling process. The Client Engagement team will be focused on three main objectives to deliver this mission: enable growth by communicating value, provide proactive service, and expertly represent Fintech products and services.

Primary Accountabilities:

  • Support client’s contractual needs/requests within a specified segmentation or service level

  • Drive revenue growth by communicating value of new products and services to existing clients

  • Navigate COE Structure and Inmar to represent client needs by using tools such as Service Cloud and developing strong relationships within FinTech and other Inmar teams

  • Provide proactive service with responsive communications to keep clients engaged

  • Facilitate effective Business Reviews on a regular cadence throughout the calendar year, as applicable for service level

  • Collaborate with Sales during the client renewal process

  • Track and optimize customer utilization of the Fintech Portals

  • Manage client health scores once developed and effectively improve, where and when needed

  • Communicate the voice of the client to product teams regarding ease of use and potential process improvements

  • Become an expert representative for Fintech products and communicate the value

  • Support clients with product questions

  • Ensure appropriate demos, trials, training events are scheduled for clients

  • Conduct discovery exercises with clients to better understand their business

Required Qualifications:

  • Bachelor’s Degree

  • 3-5 years related work experience in a client services role, or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position

  • Proficient in Google Suite and Microsoft Office Suite

  • Competent in Salesforce

  • Advanced Beginner iSeries

  • Ability to professionally handle client issues

Individual Competencies:

  • Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.

  • Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.

  • Establish Focus: The ability to develop and communicate goals in support of the business; mission.

  • Collaboration: Works collaboratively with others to achieve group goals and objectives.

  • Effective Execution: Translates broad conceptual understanding of the company’s strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.

  • Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

  • Analytical & Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.

  • Business Acumen: Understands and is aware of how to think about and successfully make the right business decisions through the utilization of industry-specific knowledge and skills and strategic thinking tools and skills.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:

  • Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.

  • Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.

  • Occasionally required to stand, kneel or stoop, and lift and/or move up to 15 pounds.

  • Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

As an Inmar Associate, you:

  • Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.

  • Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.

  • Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information to achieve results.

  • Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.

  • Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

  • Support a safe work environment by following safety rules and regulations and reporting all safety hazards.