Description

Job Title: PMO Account Manager

Job Summary

The PMO Account Manager holds overall ownership of assigned customer accounts and is responsible for customer satisfaction, financial performance, communication, and delivery outcomes. This role serves as the primary customer-facing leader, ensuring accurate scope execution, billing integrity, and operational alignment. The PMO Account Manager delegates day-to-day execution to Senior PMO Tower Coordinators while maintaining accountability for results, governance, and continuous improvement.

Key Responsibilities

Account Ownership & Customer Satisfaction

Own overall customer satisfaction for assigned account(s)
Serve as the primary point of contact for customer communication and relationship management
Lead regular customer meetings, status reviews, and escalation management
Ensure customer expectations align with contracted scope and delivery standards

Leadership & Delegation

Delegate day-to-day operational and project tasks to Senior PMO Tower Coordinators
Provide direction, prioritization, and oversight to ensure successful execution
Act as an escalation point for complex delivery, billing, or customer issues

Financial & P&L Responsibility

Own P&L responsibility for assigned account(s)
Monitor revenue, margin, forecasting, and cost controls
Identify financial risks and opportunities and drive corrective actions as needed

Billing Oversight

Review and approve billing for accuracy, completeness, and contractual compliance
Ensure billing aligns with approved work scope, milestones, and deliverables
Partner with Finance and Operations to resolve billing discrepancies

Service Delivery & Implementation

Participate in new account and project implementations
Ensure proper setup of scope, milestones, billing rules, and workflows
Support seamless handoff from Sales to Operations and PMO

Scope & Template Ownership

Own and ensure accuracy of work scope documentation and templates
Validate scope changes are documented, approved, and communicated appropriately
Ensure templates support consistent execution and billing accuracy

Knowledgebase Ownership

Own and coordinate the accuracy of account-related knowledgebase documentation
Ensure procedures, standards, and reference materials remain current and aligned
Partner cross-functionally to maintain documentation integrity

Governance & Reporting

Ensure adherence to PMO governance standards and processes
Review account performance metrics and reporting
Drive continuous improvement initiatives across assigned accounts

Work Environment

Hybrid or remote environment depending on business needs
May require occasional travel or extended hours during implementations or escalations

Disclaimer

This job description is not intended to be all-inclusive and may be modified based on business needs.

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Requirements

Qualifications

Education & Experience

Bachelor’s degree in Business, Project Management, Operations, or related field preferred
5+ years of experience in PMO, account management, or service delivery roles
Experience managing enterprise or multi-project customer accounts

Skills & Competencies

Strong customer-facing leadership and communication skills
Proven financial and P&L management experience
Ability to lead through delegation and accountability
Strong attention to detail with scope, billing, and documentation accuracy
Excellent problem-solving and cross-functional collaboration skills

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