Customer Account Manager
Description
Dean Dorton is a leading professional services firm spanning certified public accounting, business advisory, and technology solutions. We are your partners in redefining success through innovation and data-driven strategies. Our experts provide an integrated suite of audit, tax, business management, consulting and technology solutions to companies both domestic and international. We help our clients strategize, adapt, and change in every stage of business, from startup and growth to succession planning and everything in between.
About the Team
Dean Dorton’s Technology Consulting practice empowers organizations to transform the way they operate through innovative, data-driven technology solutions. Our Software, Data & AI team partners with clients to design, implement, and optimize systems that enhance performance, strengthen decision-making, and accelerate growth. From ERP and business management software to advanced analytics and AI applications, we deliver secure, scalable, and integrated solutions that align technology with strategy—helping businesses work smarter, faster, and with greater confidence.
About the Role
The Customer Account Manager serves as a trusted partner to clients of the Software, Data and AI practice, owning the overall client relationship and ensuring successful delivery, adoption, and ongoing value realization of solutions. This role bridges client needs with internal delivery teams, driving retention, expansion, and long-term partnership.
The Customer Account Manager focuses on proactive relationship management, operational coordination, and strategic alignment. This role ensures clients experience consistent value, clear communication, and a seamless engagement from initial delivery through ongoing optimization and growth.
This role may not be for you: This role may not be for you if you prefer limited client interaction or narrowly scoped responsibilities. If you are uncomfortable managing multiple client relationships, navigating ambiguity, or coordinating across technical delivery teams, the relationship-driven and consultative nature of this role may not be the right fit.
| This role may be for you: This role may be for you if you enjoy building strong client relationships and serving as a trusted advisor. You thrive in environments that require collaboration, organization, and proactive communication.
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Essential Duties & Responsibilities
The essential duties and responsibilities of the Software, Data & AI Customer Account Manager role are outlined below in correlation with Dean Dorton’s performance management impact areas.
Technical
Definition: Your specialized knowledge and expertise associated with the work you perform for/with clients (note: clients may be internal to Dean Dorton).
- Own the overall success of assigned client accounts within the Software, Data and AI practice.
- Partner with delivery teams to ensure solutions are implemented successfully and aligned with client objectives.
- Monitor account performance, client satisfaction, and engagement health, identifying risks and opportunities early.
- Support forecasting of client needs, renewals, and expansion opportunities in partnership with practice leadership.
- Maintain accurate account documentation, engagement plans, and reporting.
- Ensure data accuracy and integrity across systems related to client accounts and engagement tracking.
Behavioral
Definition: The behaviors associated with performing your job (interpersonal skills).
- Serve as a primary point of contact and trusted advisor for client stakeholders.
- Proactively manage client relationships to ensure consistent communication, alignment, and value delivery.
- Translate complex technical concepts into clear, business-focused insights for clients.
- Collaborate closely with Software, Data and AI team members to align client expectations with delivery realities.
- Build strong internal and external relationships through professionalism, accountability, and follow-through.
- Demonstrate adaptability and sound judgment when managing changing client needs or priorities.
Non-Charge
Definition: The contribution you make to Dean Dorton outside of client work.
- Partner with Sales, Marketing, and Practice Leadership to support retention and expansion initiatives.
- Contribute to the development of account playbooks, client success frameworks, and best practices.
- Provide feedback to delivery teams and leadership on client trends, needs, and opportunities.
- Support cross-functional initiatives that improve client experience and operational efficiency.
- Champion a client-first mindset and reinforce the culture of collaboration within the Software, Data and AI team.
Experience & Qualifications
- Bachelor’s degree in business, technology, or related field required.
- Two to four years of experience in client-facing account management, customer success, consulting, or a related role.
- Experience working with technology, software, data, or analytics solutions preferred.
- Demonstrated ability to manage multiple client relationships and priorities effectively.
Software & Tools
- CRM and client management tools
- Microsoft Office Suite
- Collaboration and project management tools
- Flexible work schedules and environment
- Unlimited Paid Time Off (PTO)
- Paid family leave, medical leave, and maternity/paternity leave programs
- Retirement benefits, including a best-in-class employer match and automatic profit sharing.
- Telemedicine, mental health resources and wellness program reimbursement