Account Manager I

SUMMARY

Account Manager I is responsible for servicing the firm's largest base of clients. This role will be primarily responsible for providing white glove customer experience, ensuring operational excellence, and driving client satisfaction/retention. As the face of the company, this role requires exceptional communication and time management skills and a deep understanding of our products and services.

JOB RESPONSIBILITIES

·       Serve as the primary point of contact for a high volume of small client accounts, managing day-to-day requests and inquiries.

·       Review, respond to, and triage incoming client requests, ensuring accurate routing and timely follow-up.

·       Develop a working understanding of client environments, needs, and common challenges to effectively support routine account needs.

·       Coordinate with internal teams (Service Desk, Engineering, Finance, Billing, etc.) to resolve client issues through to completion.

·       Adhere to established ticket management and escalation SOPs to ensure consistent service delivery and client satisfaction.

·       Monitor recurring issues and client feedback, escalating trends or risks to account management leadership as appropriate.

·       Support client retention by ensuring a responsive, reliable, and positive day-to-day client experience

·       Primary Customer’s: Small customers (D service level, paying <$1,000/month)

QUALIFICATIONS

·       Minimum of 5+ years of customer success, client servicing and/or account management of enterprise-level organizations is required.

·       Exceptional client acumen and servicing skills.

·        High energy with a growth mindset, unquestionable reliability and follow-through, self-directed and organized.

·       Willingness to work independently and as part of a team in a fast-paced environment.

·       Strong time management skills.

JOB REQUIREMENTS

·       Should be willing to accept a long-term work-from-home arrangement.

·       Should be amenable to a permanent night shift schedule.