Account Manager

About Leapfrog

At Leapfrog, our mission is to be a role model technology company. We are trusted partners, world-class engineers, and creative innovators for our clients, building awesome software products across various verticals. We pride ourselves on our craftsmanship, which has produced significant results in the software industry and the overall ecosystem. We foster a learning culture where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

About the Role

As an Account Manager at Leapfrog, you will be a pivotal link between our clients and our project teams. You will ensure client satisfaction, foster trusted relationships, and empower our project teams for success, all while maintaining sustainable team engagement. You will expertly navigate complex business landscapes and stakeholder personalities, translating intricate challenges into actionable solutions that strengthen client relationships. You will guide clients through their end-to-end journey with Leapfrog, aligning expectations with reality, anticipating potential issues, and proactively addressing them. By leveraging Leapfrog's teams and systems, you will ensure both client and internal satisfaction throughout the engagement. Ultimately, you will be responsible for keeping all stakeholders informed and content.

Key Responsibilities

1. Client Relationship Management

• Develop a deep understanding of the client's business, including their business model, objectives, and the internal and external forces influencing their decisions.

• Cultivate and maintain strong, trusted relationships with key client-side stakeholders.

• Conduct regular engagement meetings (at least quarterly) and lead strategic discussions with clients.

• Provide timely updates and check-ins to ensure continuous client communication.

2. Business Development and Account Growth

• Lead and manage presales efforts, including organizing and facilitating discovery calls, presenting company capabilities, gathering high-level requirements, and securing necessary documentation.

• Align account strategies with the company's overall business growth objectives.

• Identify and pursue upselling and cross-selling opportunities that deliver strategic value to clients.

• Drive account expansion initiatives.

3. Financial Oversight

• Manage monthly invoicing processes.

• Conduct budget forecasting for accounts.

• Plan and budget for client visits and team transfers (long-term and short-term).

4. Staffing Management

• Oversee project staffing, including customized resource allocations for each account.

• Develop staffing plans for new projects.

• Manage staffing expansion for existing projects, including forecasting and planning optimal team compositions (e.g., Senior to Junior ratios).

5. Project/Service Delivery Oversight

• Understand and define project scope and goals, including identifying business success criteria and key stakeholders.

• Oversee project tracking, reporting, and governance.

• Ensure proactive and transparent communication with clients, providing updates without prompting and fostering an environment for feedback.

• Facilitate problem-solving and escalation, removing roadblocks, mediating misalignments, handling grievances, and constructively escalating issues.

• Keep clients actively engaged by inviting their input on prioritizations, tradeoffs, and staffing transitions.

6. Contract Management - Operations

• Draft, negotiate, and finalize agreements.

• Track deliverables and payment terms.

• Manage changes via addendums, address risks, and ensure compliance.

• Verify that mutual obligations outlined in contracts are met.

• Monitor contract renewals and initiate renewal conversations in a timely manner.