Note: The job is a remote job and is open to candidates in USA. ACLED is a data collection and analysis organization focused on conflict information. The Account Manager will support revenue efforts by managing client relationships, overseeing renewals and upselling, and ensuring client satisfaction with ACLED's data services.
Responsibilities
- Serve as the primary point of contact for a portfolio of private & public sector clients
- Cultivate strong, long-term relationships through proactive and responsive communication, problem-solving, and support
- Manage regular client engagement, including check-ins, usage reviews, feedback collection, and solution-based updates
- Maintain an in-depth understanding of each client's needs, priorities, and challenges to support the alignment of ACLED’s products/services
- Coordinate with internal teams (Data, Analysis, Data Science, Corporate Licensing, Operations Finance) to support client needs, troubleshoot issues, and respond to client requests
- Document all client communications, feedback, and interactions in CRM tools (e.g., Salesforce) to maintain accurate records and client histories
- Manage the renewal process for client subscriptions/data licenses, ensuring timely negotiations and contract execution
- Identify upsell opportunities and coordinate with the broader ACLED team to tailor and present new services or products when applicable
- Lead discussions on license scope, pricing, and contractual amendments in coordination with ACLED’s Operations and Finance teams
- Work with the Access team to track usage trends and other key metrics to inform client strategy and identify areas for increased engagement
- Support client-side procurement processes, including responding to vendor registration and compliance requirements
- Liaise with Operations and Finance colleagues to ensure all contracts, invoices, and documentation meet organizational standards
- Monitor contract deliverables and terms to ensure compliance and support reporting needs
- Support and coordinate audits, due diligence processes, and information requests related to account operations and agreements
Skills
- Minimum 5 years of experience in account management, client success, business development, or fundraising, preferably with public sector or intergovernmental/multilateral organizations
- Experience working with government, military, intelligence, and/or intergovernmental organizations, especially in the context of data provision or conflict-related research
- Demonstrated ability to build and maintain long-term client relationships and manage large or complex accounts with multiple stakeholders
- Experience with renewals, upselling, procurement, and contracting processes
- Bachelor's degree in a relevant business or policy field (e.g. Business Administration, Marketing, International Relations, Political Science, Public Administration), or equivalent professional experience
- Excellent written and verbal communication skills
- Strong organizational and project management skills
- Ability to work independently in a remote and multicultural environment
- Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite
- Familiarity with conflict data, political risk, or development/humanitarian data is preferred
Company Overview