Navient Client Services Account Manager-East Coast in Reston, Virginia

The Client Services Account Manager is responsible for the strategic planning and development of the Duncan Solutions client base. This role is responsible for developing division policies and procedures for client management and building and maintaining strategic client relationships for the company. This role is also responsible for marketing and developing critical client communication. This role also provides executive level support to the Account Executives as needed for client projects and/or issues. This role also collaborates with sales to support client conferences, RFP creation and sales cycles. Success in this role requires a high level of diplomacy, organization, confidence, and the ability to build and maintain strong working relationships. Excellent communications skills, the ability to present to and gain clients confidence in both written and verbal forms, are essential. Note: This is a remote position and may be located anywhere in the East Coast of the United States.

Duties include:

  1. Overseeing the Client Account Planning Process:
  • Building strategic growth plans for top Duncan Solutions Clients

  • Mapping out Gila relationships w/client decision makers

  • Developing action plans for client growth with specific dates and revenue targets

  1. Client Marketing and Critical Client Communication:
  • Promoting Duncan changes/enhancement to existing client base

  • Develop materials for Duncan Solutions division Welcome packets for clients

  • Supporting the AE's in escalated client communication situations

  1. Developing Division Policies and Procedures for Duncan Solutions Client Management:
  • Identifying opportunities in existing procedures for Duncan Solutions client management

  • Documenting new procedures to increase client satisfaction

  • Partnering with internal teams to implement new procedures

  1. Create Executive Level Client Satisfaction/Action reporting:
  • Develop measurements for monitoring and reporting client satisfaction

  • Implement structural changes needed to capture and report client satisfaction data

  • Develop presentations highlighting Duncan Solutions capabilities

  1. Build and Maintain Strategic relationships w/Top Clients (Decision Makers):
  • Attend client conferences in partnership w/sales

  • Build presentations for client meetings

  • Attend client meetings as necessary

  1. Partnering w/Sales to support the RFP renewal process and new sales cycles:
  • Attend and represent Duncan Solutions at sales meetings

  • Draft responses to RFP questions as requested by Sales

  • Research and document Duncan Solutions performance/actions on existing contracts

  1. Support Contract Renewal Process:
  • Reach out to clients when contracts are about to expire and request renewal

  • Partner w/ Duncan Solutions legal team to draft renewals in alignment with client requests

  1. Develop solution proposals for identified projects/issues:
  • Scope and determine the best course of action for Duncan Solutions to take to address client projects/issues

  • Bachelor's Degree - Business or Management preferred (additional experience above the required minimum may be substituted for the level of education)

  • 5+ Years Account Management and/or Sales Experience

  • 5+ Years Project Management Experience

  • Executive level report creation experience

  • Extensive client management experience

  • Experience representing company at conferences and high-level client meetings

  • Excellent client presentation skills

  • Proven experience simultaneously managing several multi-faceted projects

  • Excellent Communication skills, and must be comfortable interacting with contacts at all levels of an organization, both verbally and in writing

  • Able to rely on experience and judgment to handle and resolve division wide challenges/issues

  • Ability to use judgement and expertise to make decisions that affect client and revenue retention

  • Ability to work collaboratively and effectively within a team

  • Ability to grasp complex ideas and communicate them to a broad range of technical and non-technical people in both written and verbal form

  • Outstanding organizational skills, proper time management, and strong attention to detail

  • Experience with government account management a strong plus

All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a federal government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Minority/Female/Disability/Protected Vet/Sexual Orientation/Gender Identity.

Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace.