Account Manager

As an Account Manager, you’ll leverage your technical expertise and relationship-building skills to manage and grow client partnerships, with support from an Account Director or Client Partner. You will guide projects centered on technical development, DevOps, release management, and platform security. Acting as a trusted advisor, you will translate complex technical language for clients and ensure the effective delivery of secure, innovative digital solutions.

Note: This position requires candidates to obtain a Level 2 Security Clearance in accordance with U.S. government regulations. Only U.S. citizens or permanent residents (Green Card holders) are eligible to apply.

You Will:

• Serve as the primary liaison between clients and internal technical teams (DevOps, front-end, back-end, infrastructure)
• Translate complex technical concepts into clear, client-friendly communication and actionable plans
• Lead and facilitate client meetings, ensuring clear alignment and follow-through on technical deliverables
• Oversee ongoing maintenance, release management, and security initiatives for client platforms (AEM, AWS, etc.)
• Coordinate with large, highly technical teams to drive projects forward and resolve challenges
• Support the creation and management of detailed project proposals and statements of work, while identifying opportunities for account growth and increased technical services revenue
• Provide strategic guidance to clients on digital and infrastructure solutions, sharing insights on client needs and technical requirements with internal teams to ensure successful outcomes and foster strong, trusted relationships with all stakeholders

You Have:

• 2–3 years of account management experience in IT, infrastructure, SaaS, or technical project management 
• Strong experience working with technical development, DevOps, platform, and security teams
• Proven ability to translate technical information for non-technical audiences
• Experience with release management, maintenance projects, and enterprise platforms (especially AEM, AWS)
• Excellent verbal and written communication skills, with experience leading meetings, presenting to clients, and building strong relationships with senior stakeholders
• Proven ability to manage multiple technical projects simultaneously, prioritize effectively, and apply project management methodologies and tools
• Strong leadership, problem-solving, and consensus-building abilities, paired with a proactive, self-starter attitude and enthusiasm for digital innovation and continuous learning

What We Offer:

• Global maternity and parental leave
• Competitive benefits packages
• Vacation, compassionate leave, sick days, and flex days
• Access to online services for families and new parents
• Extensive winter holiday office closures
• Diversity and Inclusion Board with 12 affinity groups
• Internal learning and development programs
• Enterprise-wide employee discounts
  
  

Our new hires & employees are the future of our organization, and we want to set you up for long-term success. In an effort to do so, we expect our team to work from an office a minimum of 3 days a week.

Critical Mass is an equal opportunity employer. 

The Critical Mass Talent Acquisition team will only communicate from email addresses that use the URLs criticalmass.com, omc.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money, technology, or anything else to work for our company. If you believe you are the victim of a scam, please review your local government consumer protections guidance and reach out to them directly.

If U.S. based: https://www.consumer.ftc.gov/articles/job-scams#avoid
If Canada based: https://www.canada.ca/en/services/finance/consumer-affairs.html
If U.K. based: https://www.gov.uk/consumer-protection-rights
If Costa Rica based: https://www.consumo.go.cr/educacion_consumidor/consejos_practicos.aspx