Account Manager - Customer Success & Support

Account Manager - Customer Success & Support

Location New York, NY

Role Overview

As an Account Manager focused on Customer Success and Support, you will play a vital role in managing and nurturing relationships with our Tier 1 accounts. Your primary objective will be to drive client satisfaction, retention, and growth by ensuring seamless service delivery and continuous support. You will mentor and guide internal teams, collaborate with cross-functional departments, and leverage your expertise to identify and win new business from existing accounts. This role requires a proactive, client-focused mindset and a proven track record in managing high-value relationships.

Core Responsibilities

• Serve as the main point of contact for Tier 1 accounts, ensuring effective communication and a strong relationship with key decision-makers.
• Mentor and guide junior team members to ensure high standards of service delivery and client satisfaction.
• Drive the growth and retention of existing business by identifying new opportunities and upselling additional services to current clients.
• Collaborate with internal teams to ensure the timely and accurate execution of client needs and expectations.
• Resolve any client issues, concerns, or challenges, ensuring a high level of satisfaction and resolution in a timely manner.
• Continuously engage with clients to understand their needs, providing proactive solutions and support to enhance their experience.
• Work closely with the sales team to develop strategies for expanding business within existing accounts.
• Monitor account performance, analyzing data and feedback to optimize services and identify potential improvements.
• Ensure that all client-facing documentation, including proposals, reports, and contract updates, is accurate and up to date.
• Build strong internal and external relationships, acting as a key ambassador for the company’s services and values.

What We’re Looking For

Compensation & Benefits