Senior Account Manager

Who We Are

We’re Personified: a managed IT + cybersecurity services provider for campaigns, non-profits, and mission-aligned organizations. Our mission is to lead technology and security programs for our clients, enabling them to focus on their mission-critical work.

We act as an extension of our client teams — we handle all the responsibilities a traditional internal IT team would. We’re in our clients’ Slacks, we’re on a first-name basis with them (and their pets), we’re new hires’ first point of contact, and we’re the first stop for tech and cybersecurity issues. We aim to build trust, and we leverage this to keep the bad actors out.

We are looking for top talent as we continue to scale our team.

About the Role

As a Senior Account Manager, you will serve as a trusted partner and main point of contact for mission-driven clients, ensuring they receive responsive, high-quality IT and cybersecurity support. Clients will look to you for clear communication and reliable solutions, and you’ll build trust through proactive engagement, patience, and follow-through.

As part of this client-facing work, you will use your project management expertise to lead complex initiatives from scoping through execution. You’ll manage timelines, coordinate across internal teams and external partners, and ensure deliverables are met in dynamic, fast-paced environments.

You will work closely with the Director of Technical Programs and play a key role in client onboarding, ongoing account management, internal process improvements, and team coordination. 

If you have deep experience managing client relationships and excel at guiding complex projects while maintaining a spirit of collaboration and trust, we’d love to hear from you. We’re especially excited to meet candidates who understand the unique needs of mission-driven organizations and are motivated by the opportunity to support their work.

Responsibilities:

Account Management

• Serve as the account manager and primary point of contact for mission-driven clients, building trust through clear, proactive, flexible, and patient support while ensuring client IT and digital security needs are met.
• Drive successful client onboarding, ensuring internal teams are aligned and ready to deliver value from day one.
• Facilitate effective communication across internal teams and client stakeholders through regular check-ins and clear written communications.
• Ensure clients receive services within their agreed scope of work while identifying opportunities for service expansion in alignment with client needs and goals.
• Analyze client tickets and calls to identify patterns, proactively propose solutions, and recommend improvements.

Project Management 

• Lead and manage complex technical client service projects from scoping through execution, ensuring all deliverables are met on time and within scope.
• Oversee project planning, timeline management, and coordination across internal teams and external stakeholders to ensure priorities, capacity, and timelines are aligned.
• Maintain meticulous records of projects, deliverables, and needs across clients and programs, including issues, risks, decisions, and schedules.

Strategic Partnership and Internal Team Support

• Partner with the Director of Technical Programs and Technical Programs team to improve operations, drive efficiency and scalability, and coordinate team capacity and workload to meet client and project needs.
• Collaborate with internal teams to maintain and optimize internal knowledge bases, project tracking tools, and documentation.

• Enthusiastically support ad hoc projects and initiatives across the organization, contributing your expertise, collaboration, and problem-solving in a fast-paced, dynamic environment.

Qualifications

Experience/Traits necessary to succeed in this role at Personified:

• At least 7 years of professional experience
• At least 3 years of experience in account management, including demonstrated ability to build trust-based client relationships, and manage simultaneous high-stakes projects across stakeholders to deliver high-quality service.
• Demonstrated experience in project management, managing complex projects across multiple stakeholders and proficiency using project management tools (ex: Monday.com, Asana).
• Strong client management experience with a track record of proactive communication, relationship-building, and driving successful outcomes.
• Proven ability to direct simultaneous projects from scoping through execution, ensuring priorities, capacity, and timelines are aligned and client deliverables are met.
• Demonstrated ability to lead cross-functional collaboration and resolve challenges across internal teams and external stakeholders.
• Excellent verbal and written communication skills, with the ability to explain technical and security concepts clearly for non-technical audiences.
• Demonstrated ability to analyze operations, lead improvement initiatives, and develop scalable processes that increase efficiency. 
• Experience leading teams and managing people, including setting expectations and providing feedback, while balancing capacity and workload distribution.
• Genuine commitment to supporting the mission-driven organizations Personified partners with. The ideal candidate will have prior experience working in or alongside nonprofits, campaigns, or advocacy groups and bring an understanding of our clients' unique priorities and challenges to the role.
• Understanding of technology and digital security principles, especially in client service contexts.
• Comfort leading projects in complex remote environments.
• Willingness to work outside of normal business hours and travel as required.

Experience/Traits nice-to-have:

• Project management certification is a plus, but not required.
• Experience using Monday.com as a project management tool

Benefits

• Remote work environment
• Healthcare packages contributed to by Personified
• Generous paid time off benefit 
• Optional 401K matched by Personified
• Cell phone stipend
• Annual Learning and Development stipend

What to Expect from the Hiring Process

• Candidates can apply by hitting the 'Apply To Position' button and following the instructions.
• We require all applicants to submit a resume and answer a set of application questions in lieu of a cover letter.
• Applicants who move forward in the process will participate in a series of interviews with members of the Personified team and will be asked to complete a short skills assessment.
• We aim to extend an offer by the first week of October. Applications will be reviewed on a rolling basis, and candidates may be invited to an initial phone screening shortly after applying. We encourage interested applicants to submit their materials as soon as possible.

Commitment to DEI

Personified's mission is to help advance the progressive movement. Diversity, equity, and inclusion are at the core of that mission. We value varied perspectives in working to build a more inclusive world and workplace. We believe in the power of diversity, and as we grow as a company, we are committed to creating an environment that promotes an inclusive culture and invites people of all backgrounds to join us.

Our commitment to these values is unwavering, and we strive to create and maintain a working environment that is inclusive, equitable, and welcoming.