Account Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee personal and team inboxes, acting as the primary daily contact for designated clients.

• Cultivate and sustain positive client relationships that embody Envoy’s dedication to service.

• Adhere to the Strategic Account Manager (SAM) guidance when communicating priorities, updates, and next steps.

• Assist in client meetings alongside legal teams and keep the SAM informed of significant updates, concerns, or changes.

• Deliver timely, accurate, and complete responses to both clients and internal partners.

• Uphold a positive, professional demeanor, ensuring clients feel supported and informed.

• Address client inquiries regarding platform functionality, processes, billing, reporting, IT issues, and other needs within expected response times.

• Offer precise and helpful explanations, documentation, and guidance to guarantee client support.

• Exercise sound judgment to recognize when an issue should be escalated to the Strategic Account Manager.

• Communicate escalations promptly and clearly to ensure appropriate resolution of client concerns.

• Identify and document client issues, needs, or trends in Salesforce and other shared tracking tools.

• Relay key observations to the SAM, legal partners, and Envoy leadership as needed.

• Assist in executing projects with internal teams, including Operations Support, Onboarding and Offboarding, Sales, Marketing, Product Support, Finance, and Legal.

• Help coordinate deliverables, timelines, and quality checkpoints under the guidance of the Strategic Account Manager.

• Extract and analyze client data, including case metrics, expiration tracking, activity levels, surveys, and expenditure.

• Provide insights, recommendations, and follow-up actions as appropriate.

• Set up automated reports in MyReports and collaborate with Operations Support for internal and external reporting requirements.

• Ensure accuracy and clarity in all data shared with clients or internal teams.

• Maintain clean and accurate client account information across Envoy systems.

• Conduct regular data reviews and address areas needing updates, corrections, or additional validation.

• Participate in and occasionally lead client meetings.

• Provide updates on data, timelines, and deliverables, documenting action items for follow-up.

• Ensure clear and accurate communication throughout all meetings and subsequent actions.

• Assist in preparing materials and presenting designated sections of Annual Business Reviews in collaboration with legal teams and the Strategic Account Manager.

• Support data collection, slide preparation, and follow-up on related action items.

• Collaborate with U.S. and global immigration teams to facilitate a unified and coordinated client experience.

⛳️ Requirements

• A college degree is preferred or equivalent relevant work experience.

• 2+ years of experience in account management, customer success, and/or client service roles.

• Intermediate proficiency in the MS Office Suite.

• Experience using online tools to manage and complete work (such as Salesforce.com, PowerBi, Zendesk, etc.).

• Experience in corporate immigration is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible working arrangements and a supportive work environment.