Account Manager

Account Manager "” Client Success & Delivery Oversight (U.S.)Role OverviewThe Account Manager is the U.S.-based voice and ear of Process-Smart on every client relationship. They sit on every client call, listen carefully to what clients are actually saying (and what they're not saying), and ensure the offshore delivery team executes against those needs with precision. Over time, they earn the trust required to expand scope within each account.This role is not about managing a ticket queue or sending status updates. It is about deeply understanding each client's business, catching nuance in real time, and acting as the operational conscience of the account "” making sure nothing gets lost between what the client says on a call and what the team delivers the next day.If this role is done well, clients feel heard, the team executes without guesswork, and accounts grow organically.Core ResponsibilitiesListen and Comprehend (Primary Function)This is the heart of the role. Everything else flows from it.Attend every client call, standup, and working session for assigned accountsListen actively "” capture not just tasks, but context, tone, frustrations, priorities, and unstated expectationsTake structured notes during calls and convert them into clear action items within the same business dayAsk clarifying questions in the moment rather than guessing laterRead between the lines: notice when a client is unhappy before they say it, when scope is creeping, or when a new need is emergingBuild a mental model of each client's business "” their customers, their pressures, their seasonality, their internal politicsThe best person in this seat makes clients feel like they have a partner who actually gets their business, not a vendor waiting for instructions.Translate Client Needs into Team ExecutionBridge the gap between how a client describes something on a call and how the offshore team needs it to be structured to execute consistently.Convert client conversations into clear, written instructions for the delivery teamUpdate or create SOPs as workflows evolveFlag ambiguity before work begins, not after it goes wrongEnsure the team has the context, access, and clarification needed to execute the first timeSit in the middle of the handoff and own it "” never assume the team "got it" from the callEnsure Delivery Matches Client ExpectationsOwn the outcome, not just the handoff.Monitor output quality, turnaround time, and accuracy against what the client actually asked forSpot-check work before it goes back to the client when stakes are highCatch misalignment early "” if the team is heading in the wrong direction, redirect before the client has toEscalate performance issues to supervisors with specifics, not vague complaintsClose the loop with the client: confirm deliverables landed, confirm they solved the problemClient Communication & Trust BuildingBe the steady, reliable U.S. voice the client can count on.Primary point of contact for all client communication between callsRespond quickly, clearly, and without unnecessary hedgingManage expectations honestly "” on timelines, capacity, and what's realisticRun scheduled check-ins tied to real outcomes, not activity theaterWhen something goes wrong, own it, diagnose it, and communicate the fixClients should feel that this person is their person "” responsive, competent, and always a step ahead.Expand the Account (When Appropriate)Growth in this role is earned, not pushed. It comes from listening well enough to hear opportunity.Listen for adjacent work the client is struggling with that Process-Smart could take onNotice repetitive internal work on the client's side that could be transitioned offshoreRaise opportunities naturally, in the flow of the relationship "” not as a sales pitchPartner with leadership to scope and propose expanded workOnly recommend expansion when the current scope is being delivered cleanly; credibility is the prerequisitePerformance VisibilityKeep both sides informed with data, not impressions.Track KPIs for each account (volume, turnaround, accuracy, backlog)Deliver concise weekly reporting to clients focused on outcomesSurface trends and recommend improvements proactivelyHow Success Is MeasuredClient retention and satisfaction (measured through direct feedback and renewal)Account expansion "” scope and revenue growth within existing clientsSLA adherence across assigned accountsSpeed from client request ? team execution ? delivered outcomeReduction in misfires, rework, and client-side clarificationsQuality and clarity of SOPs and call documentationRequired Skill SetExceptional listening skills "” the single most important trait for this roleStrong written communication; ability to turn a messy conversation into a clear set of instructionsProcess thinking "” comfortable structuring ambiguous workCalm, direct presence on client calls; not easily rattledAbility to manage multiple accounts and stakeholders without dropping threadsComfort with KPIs, reporting, and operational metricsJudgment to know when to clarify, when to escalate, and when to just handle itIdeal Background3-7 years in account management, implementation, customer success, or operations at a service businessExperience working with offshore or distributed delivery teamsExposure to workflow-driven industries (landscaping, field services, home services, property management, etc.)Familiarity with ERP/CRM/workflow systems (Aspire, NetSuite, ServiceTitan, etc.) is a strong plusBonus: has sat on the client side of an offshore relationship and knows what good looks likeBenefits: Comprehensive benefits including group medical, dental and vision along with life, disability, legal assistance and supplemental insurance.

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