Account Manager

Salary:

• AL, FL, GA, TN Residents: $112,915 (min) - $146,789 (mid) - $180,664 (max)
• NC Residents: $116,407 (min) - $151,329 (mid) - $186,251 (max)
• DE, MD, PA, TX, VA Residents: $122,227 (min) - $158,896 (mid) - $195,564 (max)
• DC Residents: $137,360 (min) - $178,568 (mid) - $219,776 (max) 
• CA, NY, NJ Residents: $142,016 (min) - $184,621 (mid) - $227,226 (max)

Summary:

This role is accountable for every aspect of an agency or component within a Fearless business unit, assuming complete responsibility and accountability for success of world class delivery on programs. This individual manages one or more large programs, including projects within those programs, and is accountable for managing client relationships to ensure account growth and expansion through world class service delivery and in-depth knowledge of the customer’s business. This individual manages one or more programs, including projects within those programs, and is accountable for managing client relationships to ensure account growth and expansion through world class service delivery and in-depth knowledge of several civilian federal government agencies.  

Impacts:

The Account Manager will use their strong knowledge of the customer and project management to build strong relationships with customers, stakeholders, and individual contributors to: 

• Develop strong relationships with clients by building trust to retain them over the long term. Ensure clients receive tailored services and solutions, leading to higher satisfaction and a better client experience. Promptly addressing client concerns and resolving issues helps maintain client satisfaction and prevent churn. 
• Align different departments toward common client goals, fostering a collaborative work environment. Utilizes industry and management skills to boost team morale by ensuring that expectations and goals are clear for team members and stakeholders. 
• Consistently identify opportunities to sell additional products or services to existing clients, driving revenue growth and increasing fearless ability to have a positive impact on our customer’s mission. By understanding client needs, Account Manager helps expand the scope of services provided, leading to increased account value and greater mission impact. Ensuring high client satisfaction and successfully managing contract renewals helps secure recurring revenue and strong customer satisfaction. 

Responsibilities:

•  Delivery of World Class Services & Customer Intimacy
• Ensure fearless has a positive impact on the mission of our customers and the lives of the people they serve by ensuring fearless delivers world class products and services on time and on budget for every project we do
• Influences: 
• Makes themselves invaluable as trusted business advisors that their customers rely on to help them maximize the value customers provide to the people they serve 
• Builds credibility as a subject matter expert within and outside of the organization and field. 
• Promotes buy-in among agency stakeholders for initiatives. Motivates staff and other stakeholders to support vision and goals. 
• Serves as an advocate for the agency and team members to advance the organization’s strategic direction and goals. 
• Promotes the role of their function and Fearless  in achieving the organization’s mission, vision, and goals. 
• Advocates for the implementation of evidence-based solutions. 
• Account Growth & Retention: 
• Nurture, develop, and maintain existing accounts. Leverage existing contracts for up-selling and cross-selling. Actively troubleshoot and resolve issues, and expand customer networks.
• Financial Performance:
• Manages account financial performance in line with top-level revenue, profitability, and gross margin targets, operating budget, staffing and contract burn rates
• Evaluating Business Challenges and Risks: 
• Partners with stakeholders to comprehend current and future challenges, identify needs and opportunities for improvement, and inform stakeholders about current and future threats and liabilities that could jeopardize successful outcomes.
• Advising on Solutions: 
• Guides other professionals, managers, and business unit teams in implementing related solutions. 
• Works with business partners to overcome obstacles and implement solutions, providing follow-up and ongoing support to ensure their continued effectiveness. 
• Provides ongoing support and solutions to business unit leaders on the organization’s strategic direction.  
• Works with leaders to overcome obstacles to implementing initiatives. Integrates solutions with related organizational processes, systems, and other business or management initiatives.
• Team Management
• Manages a team of Program Managers.  by analyzing team data (such as forecasts and progress toward goals), ensuring achievement of metrics allocating resources and managing budgets, and attracting, selecting, onboarding, developing, coaching, motivating, promoting, and terminating team members. 
• Leadership Development
• Develops and builds strong Program Managers through coaching and guidance on program and project management best practices, business and financial acumen, and communication methods. 
• Conducts performance reviews and career planning, removes demotivating factors in the environment, and enhances collective team competencies.

 Project-specific outcomes:

• 90% of code is tested using automated tests 
• Maintain integration code climate and that automated test coverage is reported 
• Deployments are automated 
• Increased predictability by using iterative processes 
• Decreased deployment risks due to clean code and stable, consistent environments
• Stable integrations with other CMS enterprise services.

Skills & Competencies:

• A minimum of 10 years of demonstrated related experience
• Prior experience working with or supporting federal civilian agencies with priority on health-focused agencies
• Operating and Managing: This position requires advanced proficiency in organizing, planning, and executing tasks, making sound decisions, demonstrating judgment, continuous learning, and possessing expertise in a specific domain.
• Building Relationships and Influencing Others: This position requires advanced proficiency to build relationships and networks, understand different perspectives, communicate effectively, and influence others to achieve.
• Reasoning and Strategic Thinking: This position requires advanced proficiency in defining the opportunity/problem, conducting analysis, synthesizing and integrating findings, and developing strategies based on integrated analysis.
• Technology Awareness:  A strong understanding of new IT developments, software, hardware, telecommunications, emerging technologies, their application to business processes, and implementing information systems to meet organizational needs.
• CRM Software: Proficiency in using Customer Relationship Management (CRM) tools to manage client data, track interactions, and monitor account performance.
• Data Analysis: Ability to analyze data, generate reports, and derive insights that inform client strategies and decision-making.
• Product Knowledge: Deep understanding of the Fearless’ products and services, as well as how they can be tailored to meet specific client needs.
• Project Management for Government Contracts: Ability to apply project management principles to plan, execute, and close government projects while ensuring timely delivery, budget adherence, and compliance with federal regulations.
• Budget Management: Ability to manage client budgets, ensuring projects are completed within financial constraints.
• Financial Analysis: Understand financial statements, ROI calculations, and other financial metrics relevant to client accounts.
• Cost Management: Monitor and control costs associated with delivering services to clients.
• Government Procurement Rules & Regulations: Knowledge of contracting officers, acquisition regulations, and levels of procurement for government agencies assigned to ensure the success of the organization and customer outcomes
• Risk Management: Identify potential risks to project success and take proactive measures to mitigate them.
• Strong and proven ability to influence and advise stakeholders through collaboration and recommend solutions to ensure business outcomes and support the organization’s strategic direction and long-term goals.
• Strong Communication: Shares opinions about important issues, regardless of risk or discouragement from others. 
• Public Speaking: Confidently present ideas, strategies, and reports to clients and internal stakeholders in meetings or presentations.
• Visual Communication: Create and use visual aids, such as slides or infographics, to communicate complex information effectively.
• Focus on Performance:  Ensures high-performance standards and accountability across the organization by focusing the team on results, ensuring accountability, using metrics to measure performance, and operating and applying continuing improvement.
• Client-Centric Approach: Always prioritize the client’s needs and work to deliver the best possible experience.
• Proactive Support: Anticipate potential client needs or issues and address them proactively.
• Commitment to Service: Demonstrate a strong commitment to providing exceptional service and exceeding client expectations.
• Stakeholder & Partner Management: Knowledge of the concepts, practices, and techniques used to identify, engage, influence, and monitor relationships with individuals and groups connected to a work effort, including those actively involved, those who exert influence over the process and its results, and those who have a vested interest in the outcome (positive or negative). 
• Handling Change: Ability to adapt to changing client needs, market conditions, and internal processes.
• Learning Agility: Willingness and ability to learn new skills, tools, and industry trends as needed.
• Resilience: Maintain performance and a positive attitude in the face of challenges or setbacks.

Required Skills and Experience

• Minimum of 10 years of experience in program management, including experience managing government contracts.
• Experience with government procurement processes, contracts, and compliance regulations (e.g., FAR/DFAR) is a plus.
• Experience with IT project delivery, software development, or digital transformation programs is highly preferred.
• Understanding of cybersecurity and data privacy regulations in federal contracts.
• PMP or similar project management certification preferred.
• Other relevant certifications (e.g., Lean Six Sigma, Agile, ITIL) are highly desirable.
• Proven track record of managing large, complex programs with multiple work streams and budgets exceeding $20M.
• Demonstrated experience leading Program Managers, Project Managers, and or other Agile delivery leaders
• Demonstrated experience in leading change management efforts with team members, internal stakeholders, and customers 
• Demonstrated experience in (independently)identifying and mitigating risks related to customer accounts
• Must possess strong written and verbal communication skills
•  

Highly Desired Skills and Experience

• Experience supporting health and human service government agencies such as Centers for Medicare and Medicaid Services, Centers for Disease Control and Prevention, National Institute of Health, or other.
• Proficiency with HubSpot
• Active Public Trust or higher security clearance
• Active Project Management Professional Certification (PMP)

 Travel Requirements:

• Must be located in the MD-VA area and have the ability to travel frequently to Fearless’ Baltimore, MD office or CMS headquarters located in Woodlawn, MD

Physical Requirements:

• Must be able to travel occasionally to client sites or company meetings, which may involve driving or flying.
• Ability to sit for extended periods while working on a computer or during meetings.
• Ability to communicate effectively via phone, email, and in-person, requiring clear speech, listening, and written communication skills.
• Ability to move within an office environment, including reaching for files, using office equipment, and occasional light lifting (up to 10 pounds).