{"id":3948464,"url":"https://alion.io/job/prime-system-solutions-customer-account-manager","title":"Customer Account Manager","company":{"id":685105,"name":"Prime System Solutions","domain":"primesystemsolutions.com","url":"https://alion.io/company/prime-system-solutions","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":88,"open_postings":37,"ghost_share":0,"stale_share":0.486,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Marketing","role_family":"Marketing","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lahore, Pakistan","Islamabad, Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Teams","optional":false},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-11-08T23:34:37Z","employer_posted_date":"2026-11-08","last_verified_at":"2026-11-09T23:39:32Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"We are looking for a proactive and commercially driven Customer Account Manager to manage and grow relationships with an established portfolio of existing customers.\nThe Customer Account Manager will serve as the primary commercial point of contact, responsible for managing customer relationships, preparing and presenting quotations, handling contract renewals, identifying account growth opportunities, and ensuring customer satisfaction and retention.\nThis is a non-technical account management role that requires close collaboration with service delivery, technical consultants, and professional services teams to ensure customers receive the right solutions at the right price.\nThe ideal candidate will have strong commercial awareness, excellent communication skills, and the ability to manage multiple customer accounts while identifying opportunities to increase recurring revenue and strengthen long-term relationships.\nKey Responsibilities:\n1. Pricing and Quotation Management\nManage all pricing and quotation activities for assigned customer accounts, including contract renewals, additional users, hardware, software, licensing, and IT projects.\nPrepare accurate and competitive quotations based on technical scopes and requirements provided by technical teams.\nEnsure all quotations align with established pricing structures, profitability targets, and margin requirements.\nManage quotation turnaround times and proactively follow up with customers to secure approvals and close opportunities.\nIdentify services and additional work outside existing contracts and ensure they are appropriately quoted and billed.\nMaintain accurate quotation records and document reasons for accepted, declined, or pending proposals.\n2. Contract Management, Renewals, and Retention\nManage customer contracts, including renewal dates, contract terms, service coverage, user counts, pricing, and recurring revenue.\nLead contract renewal discussions, annual pricing reviews, and contract uplift negotiations.\nProactively identify accounts at risk of cancellation or dissatisfaction.\nDevelop and coordinate customer retention strategies in collaboration with internal service delivery and technical teams.\nMaintain strong customer relationships to support long-term retention and recurring revenue growth.\n3. Customer Relationship Management\nAct as the primary commercial contact for assigned customers.\nBuild and maintain strong relationships through regular communication via phone, email, Microsoft Teams, and face-to-face meetings.\nUnderstand customer businesses, operational requirements, priorities, and future technology needs.\nMaintain updated customer stakeholder information and relationship records.\nProactively identify customer dissatisfaction and address concerns before they develop into major complaints or retention risks.\nEnsure customers receive timely updates and consistent communication regarding ongoing matters.\n4. Customer Reviews and Account Management\nOrganize, chair, and manage regular customer service review meetings.\nPrepare meeting agendas, document discussions, circulate meeting minutes, and track follow-up actions.\nPresent service performance reports provided by the service delivery team and highlight recurring concerns or improvement areas.\nParticipate in Quarterly Business Reviews (QBRs) led by technical consultants or vCIOs.\nSupport discussions around customer priorities, service improvements, and potential projects.\nConvert agreed customer requirements and project recommendations into commercial quotations and follow through to closure.\nEnsure all customer action items have clear owners and deadlines.\n5. Customer Escalations and Communication\nAct as the primary communication point for customers during service-related escalations.\nCoordinate with the service delivery team to ensure customer concerns are addressed through established escalation procedures.\nKeep customers informed about progress and provide regular updates based on information received from the responsible technical teams.\nEnsure customer expectations are managed professionally without making unauthorized technical commitments or resolution-time guarantees.\nFollow up with customers after issues are resolved and identify any further commercial or relationship-related concerns.\n6. Account Growth and Business Development\nIdentify opportunities to expand existing customer accounts through additional services, users, hardware, software, licensing, and infrastructure projects.\nUnderstand changing customer requirements and communicate potential technical needs to the appropriate technical consultants.\nCoordinate with technical teams to obtain project scopes and recommendations.\nPrepare quotations, present commercial proposals, negotiate where appropriate, and close additional business.\nBuild account growth strategies focused on increasing recurring revenue and strengthening existing customer relationships.\nCollaborate with internal sales and technical teams to ensure a consistent customer experience.\nRequirements\nRequired Qualifications and Skills\nProven experience in Customer Account Management, Account Management, Client Relationship Management, or a similar commercial role.\nExperience managing a portfolio of business customers and maintaining long-term client relationships.\nStrong commercial awareness and experience preparing quotations, negotiating pricing, and managing contract renewals.\nExcellent verbal and written communication skills, including the ability to communicate with senior decision-makers.\nDemonstrated ability to identify upselling and cross-selling opportunities within existing accounts.\nStrong organizational and time-management skills, with the ability to manage multiple customer accounts simultaneously.\nExperience handling customer complaints, escalations, and retention-related challenges.\nAbility to coordinate effectively with technical, service delivery, and sales teams.\nStrong follow-up skills and the ability to take ownership of customer commitments and outstanding actions.\nConfidence in conducting customer meetings, presenting commercial proposals, and discussing pricing.\nPreferred Qualifications\nPrevious experience working within a Managed Service Provider (MSP), IT services company, or technology solutions provider.\nFamiliarity with managed IT services, service desk operations, and IT support contracts.\nUnderstanding of Service Level Agreements (SLAs), recurring revenue models, and contract renewals.\nExposure to Microsoft 365 licensing, hardware procurement, software licensing, and IT infrastructure services.\nExperience conducting customer service reviews and Quarterly Business Reviews (QBRs).\nFamiliarity with CRM, quotation management, and ticketing systems.\nExperience working with customers in the education sector is an advantage.\nKey Competencies\nCommercial Acumen: Ability to manage pricing, prepare quotations, negotiate renewals, and maintain profitability.\nCustomer Relationship Management: Strong ability to build trust, maintain regular communication, and develop long-term customer partnerships.\nCommunication: Confidence in communicating with customers at all organizational levels, including senior executives and decision-makers.\nAccount Growth: Ability to identify new revenue opportunities within existing customer relationships.\nOrganization and Follow-through: Ability to manage multiple accounts, customer meetings, quotations, renewals, and outstanding actions without constant supervision.\nCollaboration: Comfortable working alongside technical and service delivery teams while understanding the boundaries between commercial and technical responsibilities.\nOwnership and Accountability: Takes responsibility for customer relationships and ensures commitments are followed through to completion.","description_format":"text","description_chars":7803,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Business Process Outsourcing (BPO)","IT 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