Account Management and Business Strategy Manager

Job DetailsJob Location: KAGR - Foxborough, MA 02035Position Type: Full TimeEducation Level: Bachelor's DegreeSalary Range: $100,000.00 - $117,500.00 SalaryJob Shift: DayJob Category: Technical/Analytics
SUMMARY

Account Management and Business Strategy Manager is responsible for serving as account manager for 3+ KAGR platform clients, owning end-to-end strategic and technical delivery. Through a strong knowledge of KAGR technologies, including the client portal, deliverables and data model, the Account Management and Business Strategy Manager will drive customer success by leading status calls, monitoring data, answering client questions, communicating use cases, unlocking insights, measuring and driving usage, and positioning KAGR as a key strategic partner for our clients.

 

DUTIES AND RESPONSIBILITIES


Account Management


Accountable for all technical and strategic delivery for 3+ KAGR platform client(s)
Drive all client communications including status calls, delivery readouts, and more detailed communications related to requirements and specifications
Develop and prepare monthly subscription utilization subsequent burn rate to client and KAGR leadership
Develop deep understanding of client data and serve as internal and external subject matter expert across all business and technical matters, identifying and communicating changes or key drivers of client’s business
Monitor platform usage and own and develop client-specific strategies to drive adoption of dashboards, ODBC access, and other KAGR deliverables
Translate business requirements into well-written use cases and product requirements for communication across KAGR development teams
Serve as a client portal subject matter expert to ensure the portal is optimized for customer success
Work cross-departmentally to contribute to KAGR’s product roadmap identifying opportunities for new dashboards, metrics, data integrations or services to add value for clients


Strategic Insights

Own and deliver incremental value for clients through platform data analysis and strategic insights
Structure & address complex and ambiguous problems within the client platform and data; own the end-to-end investigation and resolution process, coordinating across internal and external stakeholders
Perform hands-on analysis (via SQL) within the KAGR data model and ancillary data environments and tools
Synthesize findings, develop innovative solutions, and develop strategic recommendations to enable clients to leverage and action those insights
Communicate effectively with internal stakeholders and client to deliver insights with impact


Personnel Development

Manage 1-2 direct reports
Responsible for team member development into proficient account managers with sports industry and software subject matter expertise
Support development of onboarding and training materials


Client Support

Manage the end-to-end platform support process including receipt and triage of inbound questions & inquiries; leverage KAGR tools (e.g., ServiceDesk) as required to assist documentation and tracking needs
Coordinate across Enterprise Solutions client scrum team(s) and production support teams to ensure proper monitoring of client platform and inbound/outbound data integrations and ensure all sources are received and loaded and updated as expected


Operations

Drive process and efficiency improvements within the account management function based on client and internal team needs
Drive development of operational framework to improve efficiency, create consistency across clients, and reduce costs
Utilize client-specific platform measurement data within Jira to improve visibility into capacity and velocity and help improve planning
Standardize documentation and emphasize critical importance of documenting processes


Special projects and assignments as business dictates.
Responsible for the maintenance, creation and control of all personally identifiable information or any other information protected by any Confidentiality or Privacy Standards or Company Policies that you have access or knowledge of, including but not limited to any state or federal regulations including HIPAA.


 

SUPERVISORY RESPONSIBILITIES


Client Services Associate- Account Management  (2)


 

SKILLS AND QUALIFICATIONS


Ideal candidate must have 5-7 years of account management experience in a technology setting, including 1-2 years’ experience directly managing people
Degree in computer science, information systems or related field preferred
Proven track record in client services and technology delivery, as well as ability to build cross-functional relationships between engineering, business intelligence, data science, and business stakeholders
Experience using data to drive operational enhancements. Capable of implementing new procedures and driving adoption wit