Account Manager- Client Relations

Account Manager - Client Relations Department

We are seeking a proactive and accountable Account Manager

In this role, you will serve as the main point of contact for client escalations, ensuring a high level of satisfaction, trust, and long-term retention. This role requires a strong focus on actively listening to client concerns, clearly documenting issues, taking full ownership from start to finish, identifying root causes, and ensuring lasting solutions. This role also requires the ability to understand and communicate technical and operational issues effectively, serving as a bridge between clients and internal teams to ensure accurate information gathering and timely resolution.

Responsibilities:

• Serve as the main point of contact for client escalations, ensuring clear and professional communication and monitor client satisfaction and address concerns proactively
• Own client issues from initial report through full resolution, including root cause analysis and prevention of recurrence and provide clear updates, timelines, and next steps to clients
• Gather, document, and communicate technical and operational issues clearly to internal teams to support efficient troubleshooting and resolution
• Escalate issues when resolution is delayed, insufficient, or poses client risk
• Coordinate with internal teams to ensure timely and effective resolution
• Track client interactions and progress using tools such as Asana and Zendesk
• Identify opportunities for additional services and support implementation as needed
• Manage inbound sales for existing clients, including Payroll, Timekeeping, and HR needs, identify additional solutions they may require, and ensure a seamless and timely process from proposal through enrollment

Required Skills:

• Strong escalation management and ownership mindset
• Strong technical aptitude and curiosity, with the ability to understand and discuss technical issues, ask the right questions, gather accurate information, and effectively translate information between clients and internal technical teams
• Excellent communication skills, including active listening and clear documentation
• Ability to translate client needs across teams and ensure follow-through
• Strong problem-solving and decision-making skills
• Solid project management, organizational skills and ability to manage multiple priorities
• Effective cross-functional collaboration with a proactive mindset focused on root cause analysis and long-term solutions

Qualifications:

• 3-5 years of experience in account management, client relations, or project management
• Proven ability to manage and resolve client issues with strong ownership and accountability
• Excellent verbal and written communication skills
• Strong organizational and time management skills
• Ability to translate clients' operational and technical needs across teams and ensure follow-through
• Experience working with senior stakeholders
• Proficiency in Microsoft Office and Teams; familiarity with Asana and Zendesk is a plus