Account Manager – Level 1

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

📋 Description

• Take ownership of account management for a portfolio of approximately 500 Member Solutions clients.

• Deliver proactive, personalized service for around 100 key accounts and uphold client-specific communication schedules.

• Address incoming inquiries on the same day and establish written expectations for complex issues within 24 hours.

• Manage client requirements comprehensively across CXSM, Finance, R&D, CSI Pay, Product, and internal AI tools.

• Resolve issues or facilitate seamless transitions with clear follow-up steps.

• Develop and maintain the MegaMind MCP knowledge repository.

• Identify recurring inquiries and process gaps, converting applicable patterns into MCP or Claude workflows.

• Connect client operations with the MSI platform via coaching, evidence collection, and R&D direction.

• Create AI-assisted interim reports, dashboards, outputs, and insights as required.

• Direct recurring, high-value solutions to R&D for potential platform enhancements or Retention-Critical Bugs.

• Conduct impactful discovery meetings with all top-100 accounts by the 60-day mark and continue tailored outreach thereafter.

• Perform reactive discovery for clients raising issues and proactive discovery for at-risk revenue within the broader portfolio.

• Maintain documentation utilizing internal capture tools and templates.

• Gather, report, and manage weekly key metrics including response speed, expectation-setting, resolution rates, backlog trends, and outreach discipline.

• Collaborate with the Chief Growth Officer and other departments on weekly metric evaluations and process enhancements.

• Review cancellation escalations and transition cancellations, ownership transfers, in-depth product support, and challenging negotiations to designated teams.

⛳️ Requirements

• Experience or proven capability in managing around 100 high-touch accounts while triaging approximately 400 additional accounts based on patterns.

• Strong aptitude for client relationship management and customer-centricity.

• Proficient in closing communication loops in writing and setting clear next-step expectations within 24 hours.

• Competent in effective end-to-end problem resolution and smooth handoffs across teams.

• Ability to learn and utilize HubSpot, Microsoft Teams, Claude Desktop / Claude Code, Azure DevOps, SharePoint, Amazon Connect, CallHero, MegaMind, Anny, APS, and Cubiic.

• Familiarity with AI concepts or actively pursuing AI fluency.

• Comfortable in creating shortcuts and transforming manual processes into MCP workflows.

• Capable of interfacing with client operations and the MSI platform, effectively translating between them.

• Proficient in documenting client concerns, processes, and reusable responses.

• At ease with hands-on, repetitive operational tasks and challenging conversations.

• Quick to escalate issues and prevent accounts from being neglected.

• Availability for a scheduled 40 hours per week.

🏝️ Benefits

• Standard company bonus applies separately.

• Compensation and additional bonus structures may be reassessed at day 90 based on trial outcomes.

• Access to AI tools and internal capture-tool training during the initial two weeks.