The Role
Manage a high-volume portfolio of small to mid-sized client accounts, serving as the primary relationship owner. Responsibilities include handling inquiries, coordinating cross-functional issue resolution, maintaining documentation and escalation procedures, monitoring client sentiment and risks, and supporting retention through responsive, consultative service.
Summary Generated by Built In
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.
Requirements
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
Skills Required
- At least three years of experience in customer success, account management, or client services
- Experience supporting enterprise-level organizations
- Experience working with CRM platforms
- Experience preparing client-facing proposals or materials
- Proficiency with Microsoft Office Suite
- Strong Microsoft Excel skills
- Strong client relationship-building, communication, and business acumen skills
- Ability to navigate complex client needs and communicate professionally
- Self-directed, organized, energetic, and improvement-oriented work style
- Strong time management, prioritization, multitasking, and follow-through skills
- Willingness to accept a long-term work-from-home arrangement
- Amenability to a permanent night shift schedule
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The Company
What We Do
ScalableOS is an expert offshoring company that connects growth-focused businesses with exceptional global talent, providing tailored offshore staffing solutions to enhance business efficiency and drive growth.
