Key Account Manager

About the Role:

We are seeking a highly motivated and experienced Key Account Manager to join our team in the Finance industry. As a Key Account Manager, you will be responsible for maintaining and expanding relationships with our key and national accounts. Your main goal will be to achieve sales targets and ensure customer satisfaction.  Your success in this role will be measured by your ability to increase revenue.

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related business administration field. 
• Experience: Prior 3-5 years experience experience in B2B client-relationship management, and project management. Proven ability to manage multiple projects simultaneously, while maintaining high client satisfaction.
• Language Proficiency: Effective verbal and written communication in both English and Spanish with the ability to convey complex ideas in a clear and concise manner. Bilingual candidates with proficiency in both English and Spanish will be given preference.
• Personal Attributes: Highly disciplined and organized individual with the ability to work under pressure and manage compressed timelines. Excellent communication and interpersonal skills are a must.
• Analytical Skills: Strong analytical abilities with a keen eye for detail.
• Technology Skills: Proficiency in project management tools. Comfortable with adopting new technologies to improve operational efficiency.
• Strong business acumen with the ability to understand complex client needs.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and meet deadlines.
• Familiarity with compliance and regulatory frameworks is a plus.
• Proficient in project management tools such as Monday.com and Google Workplace.

Preferred Qualifications:

• 3-5 years experience in Sales or Customer Success experience in the Finance and Insurance industry
• MBA or advanced degree in Business Administration

Responsibilities:

1. Client Relationship Management

• Serve as the primary point of contact for assigned clients, ensuring regular, open, and effective communication.
• Build and maintain strong relationships with clients, understanding their unique needs and expectations.
• Address client inquiries, issues, and concerns promptly, coordinating solutions and follow-ups as needed.

2. Project Coordination Across Divisions

• Collaborate with different DECA service divisions (Foundational Level Services, Government Incentives, Ongoing Compliance, and Access to Capital) to manage and coordinate client projects.
• Ensure smooth handoffs and clear communication among team members involved in each client’s project.

3. Timeline and Milestone Management

• Oversee project timelines, milestones, and deadlines, making sure all deliverables meet or exceed client expectations.
• Identify potential delays or issues and work proactively with internal teams to resolve them, keeping clients informed throughout.

4. Compliance and Regulatory Guidance

• Stay informed on tax compliance, regulatory changes, and incentive opportunities specific to DECA’s client industries, particularly in Puerto Rico.
• Guide clients through compliance and regulatory requirements, including filing deadlines, R&D tax credit applications, and other financial compliance needs.

5. Client Onboarding

• Manage client onboarding to DECA’s processes, systems, and tools (such as Monday.com and Google Workplace), ensuring clients are set up for success.
• Provide resources on DECA’s services.

6. Client Issue Resolution and Support

• Identify and resolve client issues, escalating as needed to senior leadership or other departments.
• Maintain comprehensive records of client interactions and resolutions to ensure a cohesive service experience and document support history.

7. Strategic Planning and Client Growth Support

• Participate in strategic planning discussions, offering insights into client satisfaction, needs, and potential areas for service expansion.
• Support DECA’s growth by identifying client needs that align with new service opportunities or expanded offerings.

8. Process Improvement and Reporting

• Monitor and evaluate internal processes affecting client projects, identifying areas for improvement and collaborating on process optimizations.
• Track and report on client account performance metrics, including satisfaction scores, project completion rates, and compliance success, providing data-driven insights to leadership.

9. Cross-Functional Collaboration

• Collaborate with cross-functional teams to ensure an integrated approach to client service and achieve business objectives.
• Facilitate the flow of information between departments, ensuring all team members have the insights and updates they need to serve clients effectively.

10. Documentation and System Updates

• Maintain thorough documentation in client records, project timelines, and compliance reports to support accurate reporting and data retention.
• Update Monday.com, Google Calendar, and other relevant systems regularly with client-specific project status, deadlines, and notes.

Skills:

As a Key Account Manager, you will utilize your strong communication, negotiation, and interpersonal skills to build and maintain relationships with key and national accounts. You will also use your strategic thinking and problem-solving skills to develop and implement sales strategies, manage product launches, and resolve any customer issues. Your ability to collaborate with cross-functional teams and travel as needed will be essential to achieving business objectives. Additionally, experience in Large Account sales and the Finance and Insurance industry will be beneficial in this role.