• Manage a portfolio of accounts at a high level to ensure customer satisfaction and retention • Using the required documents and in accordance with the Salesforce Queue Policy, clearly and concisely present spec changes and IT issues and projects to IT and Change Management via Salesforce • Track and monitor IT projects in the Salesforce and Target Process queues and manage ETAs (internally and externally) • Coordinate internal involvement in order to meet client expectations (IT, Ops, Client Services, etc.) • Work closely with Client Services to ensure client satisfaction and problem resolution and keep Client Services apprised of account changes through regular phone and email communications • Schedule and facilitate regular calls (how often depends on the client)- the purpose of the calls is to discuss program health, best practices, new products/initiatives, etc. • Client specific training for new and existing CSRs • Annual top to bottom account analysis- spec review, enhancement recommendations, proposals (system and spec), YOY analysis, SLAs- were they met, why, suggestions to improve if not met, contract commitments- were they met for the year, why, etc • Prepare Quarterly Business Review (QBR) Presentations including background statistics (run through CART), program enhancements, pending projects, industry trends, and other topics as required by the client • Ensure QBR Presentations and QBR notes are uploaded in Salesforce and to the Wiki in a timely manner • With the help of the CSR’s, ensure that the Wiki is continually updated and documented (i.e. Specs, fee schedules, etc.) • Recognize and capitalize on opportunities to upsell • Track SLAs and ensure contract commitments are met • Prepare EOM reports in accordance with provided requirements • Track and coordinate contract renewal as needed • Other assigned tasks on an as needed basis.