At the start of a new contract, a project manager and an account manager work alongside one another as part of the implementation team. Throughout the implementation phase, the project manager takes the lead, and as implementation activities wrap up, the assigned account manager takes the reins.

Once an account is live, the account manager maintains the client-company relationship and identifies opportunities to expand current contracts. They are responsible for ensuring we meet contractual requirements with our customers. They oversee the change request process, serve as the main (and only) point of contact for customers and meet regularly with technical teams to inform them about what innovative solutions customers need to achieve their goals.

There are currently 11 account managers on the team, each managing anywhere from one single, very large account, to as many as ten smaller ones. The team will grow as the company takes on new business, especially as we continue to develop new products and services.

“We are proud to act as key line of communication between our customers and play an integral role in the company’s growth.” – Jenness Vaccarella

Jenness Vaccarella, senior director of the department, said she seeks to help her team understand corporate budgets and forecasts, so every account manager has an idea of how their business relationships play a role in the bigger picture. It’s important for every account manager to know how their contracts – no matter how small or large – impact the work of FEI, she said.  

One of the goals of the account management team is to continue to strengthen the partnership with FEI’s business development team. To that end, account managers regularly collaborate with business development executives on new or ongoing initiatives.