SUMMARY
The
Account Manager
plays a key role in managing a large portfolio of the firm’s small- to mid-sized clients, delivering a high-touch, consultative customer experience. This role is responsible for maintaining strong client relationships, ensuring operational excellence, and driving overall client satisfaction and retention. As a primary representative of the organization, the Account Manager must demonstrate exceptional communication skills, strong business acumen, and an advanced understanding of the organization’s solutions and service delivery model.
JOB RESPONSIBILITIES
Serve as the primary relationship owner for a high volume of small-tier client accounts, ensuring timely support, proactive communication, and consistent service delivery.
Manage day-to-day client inquiries by reviewing, prioritizing, and triaging incoming requests, ensuring accurate routing and timely follow-through.
Build a strong operational understanding of each client’s environment, business needs, and recurring challenges to effectively support ongoing requirements.
Partner cross-functionally with internal teams, including Service Desk, Engineering, Finance, Billing, and others, to drive efficient issue resolution and maintain a seamless client experience.
Follow established ticketing, documentation, and escalation procedures to ensure predictable, high-quality service outcomes.
Monitor recurring trends, risks, and client sentiment, escalating insights to account management leadership to support retention and continuous improvement.
Contribute to client retention efforts by delivering a consistently responsive, dependable, and solutions-oriented experience.
QUALIFICATIONS
A minimum of three years of experience in customer success, account management, or client services, preferably supporting enterprise-level organizations.
Experience working with CRM platforms and preparing client-facing proposals or materials.
Proficiency with the Microsoft Office Suite, with strong Excel skills preferred.
Demonstrated ability to build strong client relationships, navigate complex client needs, and communicate with professionalism and clarity.
Highly energetic, self-directed, and organized, with a continuous improvement mindset and strong follow-through.
Comfortable working both independently and collaboratively in a fast-paced, dynamic environment.
Excellent time management, prioritization, and multitasking skills.
JOB REQUIREMENTS
Should be willing to accept a long-term work-from-home arrangement.
Should be amenable to a permanent night shift schedule.
