Account Manager

About Leapfrog

Leapfrog is on a mission to be a role model technology company. Since 2010, we have relentlessly worked on crafting better digital products with our team of superior engineers. We’re a full-stack company specializing in SaaS products and have served over 100 clients with our mastery of emerging technologies.

We’re thinkers and doers, creatives and coders, makers and builders— but most importantly, we are trusted partners with world-class engineers. Hundreds of companies in Boston, Seattle, Silicon Valley, and San Francisco choose us to gain speed, agility, quality, and stability, giving them an edge over their competitors.

About the role

At Leapfrog, our mission is to be a role model technology company. We want to be trusted partners, world-class engineers, and creative innovators for our clients. We have built well-crafted impactful software solutions for many industries and ecosystems.

As an Account Manager, you will closely work with both our clients and our project leaders to make sure that the company satisfies the client's needs, that the project team is trusted and set up for success, while keeping the team engagement within sustainable boundaries. You will understand the business acumen, the unique personalities of the stakeholders and be able to break down complex problems into actions that sustain the client relationship. You will lead the client throughout our end-to-end journey, keep their expectations aligned with reality, anticipate failure points and proactively act on them, and leverage the Leapfrog teams and systems in order to maintain both the client and the Relationship Manager satisfied all along the journey. Most importantly, you’ll keep all stakeholders informed and happy. You will be part of a learning culture where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

• Lead Sales and PreSales - Lead and manage the presales, including organizing and leading the necessary discovery calls with the client, presenting the company, listening up to the high-level requirements and constraints, requesting documentation, requesting the right sales support, bring the right experts in the discovery calls, sending out the contracts, following-up in with the client in due time and reporting to the Relationship Manager
  
• Lead Client Onboarding - Lead the conversation about onboarding the client, including the client-side onboarding such as creating user accounts, fill in client forms, provide documents, resumes, request for trainings, provide machines, software, and hosting of work tools
  
• Support Project Initiation - Provide onboarding to the project team with the client context, objectives, constraints, industry information, business model, share the anonymized contract documents, assist the team in the internal kickoff, and lead the beginning of the client kickoff
  
• Create SOWs proactively - While finishing a given SOW, proactively reach out to the client with enough lead time and make things move forward towards signing the next SOW
  
• Proactively engage and keep in touch with your Clients - While a project is running, organize a weekly recurring schedule (or biweekly or monthly) when to meet with the client, lead the implementation of the executive status meetings along with the PM, establish a discussion space within the client and the leadership team
  
• Provide support to PM and TL - While a project is running, set-up a recurring meeting with the PM to discuss escalations and action items, escalate to the relevant teams when needed, prepare together the executive status meeting and related risks and KPIs, onboard the PM to take over the slides preparation and meetings, provide space and trust for organized or spontaneous one-on-ones with the PM and TL and all the team members
  
• Uplift the team - Encourage the team during difficult times, celebrate achievements, provide recognition via email and in the monthly or quarterly newsletters via the Principals or the Marketing team, provide growth feedback and help to the team members when needed, mainly on the development of soft-skills and other interpersonal skills
  
• Take ownership of an existing account from a Relationship Manager - Reach out to the current Relationship Manager (historically Account Manager) and take over their account, research the client background, understand their business, establish a trusted relationship with the key decision makers, proactively escalate project risks with the help of the PM and TL, check customer pulse, determine customer health score, periodically sync up with the customer, hear their pain points and strategically communicate them to the team, consult the customer on their processes, people and project health, translate customer’s feedback into actionable items and consult the team on process improvements, pull in and engage solution architects on need basis to firefight any technical concerns that project may be going through, be the go-to person for the account
  
• Monitor and evaluate - Based on the customer feedback or proactively when the opportunity arises, provide upselling opportunities by adding more workforce, provide cross-selling opportunities by augmenting the service offering, make sure that the client will voice its satisfaction out and bring referrals, collect testimonials at the right times for our marketing and sales activities
  
• Follow internal processes - Make sure to execute on internal processes, including the monthly sign-offs in Vyaguta, communicating the invoicing amounts and details to the financial team, establishing and providing billing projections for the upcoming months, work on closing the gap with target billings based on the ideal utilization and rate cards, proactively identify and reactively respond to staffing rotations and routine opportunities of growth to the team members, participate in the development and review of account management artifacts, interview and assess prospective candidates for the Account Manager position, work on AM OKRs and participate in the recurring activities for the growth of the AM team and the overall company

• Demonstrated experience on Project Management roles involving client management skills or any equivalent role that exposed to similar constraints and to the need to lead a project professionally.

• Demonstrated experience of handling highly complex clients and stakeholders.

• Demonstrated experience of handling highly complex projects or a wide variety of medium complexity projects.

• Demonstrated verbal and written communication skills - English. Fluent with client communication.

• Demonstrated interpersonal skills and understanding of different personalities as well as being able to patiently and proactively collaborate with all types of people.

• Demonstrated knowledge and experience of Agile development methodologies.

• Technical background with understanding and/or hands-on experience in software development and web technologies is preferred.

• Solid organizational skills including attention to detail and multitasking skills.

• Business skills - ability to understand business models and empathize with the client industry and business; ability to plan project phases and financials; ability to negotiate tactfully with the client and team; ability to direct attention to the right priorities based on weak signals.

• People skills - ability to supervise, delegate & empower team members; ability to persuade, motivate, inspire and mentor team members; ability to provide direct and candid feedback to team members on their performance; demonstrable experience of people development; ability to identify and recruit people suitable for the organization.

• Strategic skills - ability to simplify complex problems, ability to identify with the company vision and be the change agent for implementation of company vision & strategy.

• IT, Engineering or MBA Graduate is a plus (though not needed if strong problem-solving skills).