Account Engagement Specialist I

Job Title: Account Engagement Specialist (Level 1)

Must be permanently authorized to work in the United States without sponsorship

Position Summary: The Account Engagement Specialist serving federal contracts is responsible for managing and nurturing existing relationships with federal government clients in the IT sector. This role focuses on responding to opportunities arising from pre-existing contracts, serving as the primary point of contact for client inquiries, and providing timely quotes and information. The specialist ensures customer satisfaction by facilitating effective communication and fostering strong, long-term partnerships. This role serves as a foundation for developing skills and knowledge needed to advance within the sales team.

Essential Duties & Responsibilities

• Client Interaction: Act as the main point of contact for incoming phone calls and emails from federal clients under existing contracts.
• Opportunity Response: Research and verify pricing, availability, and product details to support customer inquiries. Respond promptly to client requests for quotes, information, and support services, ensuring accuracy and compliance with contract terms.
  
• Relationship Management: Build and maintain strong relationships with clients to enhance customer loyalty and satisfaction. Communicate with customers to confirm order details and resolve any issues or questions.
  
• Account Management: Monitor and manage the lifecycle of pre-existing contracts, ensuring all client needs are met and identifying opportunities for contract renewals or extensions.
  
• Sales Strategy: Meet or exceed sales targets and performance metrics as outlined by management.
  
• Cross-functional Collaboration: Work closely with internal teams, including sales, technical support, and procurement, to deliver seamless service to clients.
  
• Documentation: Maintain detailed records of client interactions, quotes provided, and transactions in the company's CRM system.
  
• Customer Service Excellence: Resolve client issues and concerns effectively, escalating to appropriate departments when necessary.
  
• Market Awareness: Stay informed about industry trends, competitor offerings, and federal procurement changes that may impact existing contracts or client needs.
  
• Any other duties needed to drive to our Vision, fulfill our Mission, and abide by our Values.

Job Qualifications/Requirements

• High School diploma or equivalent is required; some college coursework or a 2-year degree is preferred.
• Prior experience in customer service, administrative, or sales-related role is preferred but not required.
• Strong customer service skills with a proven ability to build and maintain relationships.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Proficiency in ERP, CRM tools, and Microsoft Office Suite.
• Ability to work collaboratively with team members at all levels to support sales objectives.