Account Manager – Customer Relations & Experience

About the Role

We are looking for a proactive, organized, and customer-focused Account Manager to join our growing team. This person will serve as the primary point of contact for our clients, ensuring a smooth, transparent, and professional customer experience from onboarding through post-implementation support.

The Account Manager will build trusted relationships with customers, understand their needs and expectations, and coordinate with internal technical, product, and support teams to resolve issues, track progress, and maintain long-term satisfaction.

This role is critical in helping our company deliver excellent customer service, grow client loyalty, and ensure feedback loops between clients and internal stakeholders.

Key Responsibilities

???? Customer Relationship Management

• Act as the focal point of contact for assigned clients — from onboarding through the full customer lifecycle.
• Build and maintain strong, long-term client relationships based on trust, responsiveness, and professionalism.
• Understand the client’s goals, expectations, and satisfaction drivers; provide guidance, follow-ups, and escalation support as needed.

???? Issue Management & Coordination

• Receive, track, and manage client issues, concerns, or requests through to resolution.
• Liaise with internal teams (engineering, support, DevOps, product, etc.) to coordinate responses and ensure timely, accurate updates.
• Monitor SLAs, follow up on tickets, and ensure closure with client feedback captured.

???? Customer Experience & Retention

• Proactively engage clients to ensure satisfaction and early identification of friction points.
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and feedback sessions.
• Work with product and UX teams to incorporate client feedback into future development roadmaps.

???? Reporting & Documentation

• Maintain accurate records of client communications, action items, and issue resolution history.
• Provide client-facing reports on usage, performance, support KPIs, and any risk items.
• Contribute to customer journey mapping, CRM system updates, and playbooks.

???? Internal Collaboration

• Represent the “voice of the customer” internally, advocating for their needs in product and support discussions.
• Coordinate with sales, legal, and operations on contract updates, renewals, and client-specific requests.
• Support onboarding of new clients by aligning internal stakeholders and managing handover from sales.