Senior Account Manager

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

📋 Description

• Client Management

• Act as the main contact for a portfolio of senior or high-complexity client accounts, overseeing the relationship from onboarding through continuous engagement.

• Conduct client-facing calls: kickoffs, candidate reviews, interviews, and check-ins; exhibiting the professionalism and judgment expected from a senior team member.

• Establish clear expectations with clients, identify issues early, and proactively address problems before they escalate.

• Cultivate strong, long-lasting relationships that enhance client retention and satisfaction.

• Team Leadership

• Manage a team of Account Managers, taking responsibility for their daily performance, development, and the quality of client work.

• Hold regular one-on-one meetings, coaching sessions, and call reviews with your direct reports.

• Act as the escalation point when a client situation on your team requires a more senior perspective, intervening directly as needed.

• Review your team's client communications and account management practices, raising standards and providing direct feedback.

• Assist in onboarding and training new Account Managers as the team expands.

• Collaborate with the recruiting team and other internal departments on behalf of your team, minimizing obstacles so your Account Managers can concentrate on their clients.

• Identify patterns across accounts: recurring issues, training needs, and process failures; and communicate them for systemic improvements.

⛳️ Requirements

• Experience in team leadership or management is essential. You have led a team of at least 2–3 client-facing individuals. This is non-negotiable.

• A minimum of 3 years in B2B client-facing roles within account management, client success, staffing, or a similar field. If your experience is solely in B2C or call centers, this position may not be suitable.

• Exceptional spoken and written English skills are required. You will be representing RemoteLegalStaff directly to U.S.-based legal clients and coaching others to do the same.

• Must be available to work during U.S. business hours, starting between 6:00 AM and 8:00 AM PST.

• Highly organized with a keen attention to detail across a broader scope than your own accounts, able to maintain standards for both your own and your team's accounts simultaneously.

• Strong communication skills to conduct professional calls, manage expectations, and write clearly and succinctly, as well as ability to teach these skills to others.

• Familiarity with project management tools (Monday.com, ClickUp, Jira, or similar) and Google Workspace.

• Sound judgment regarding fit, quality, and when to escalate; you are actively making decisions and assisting your team in making informed choices.

• Comfortable providing direct feedback; you can inform an Account Manager that their email was inadequate and explain precisely why, without making it personal.

• Confident and composed when interacting with attorneys and legal professionals; our clients are lawyers and you must be able to engage effectively in those discussions, including in cases where you step in on an escalated issue from your team.

• Able to maintain composure under pressure; client situations can evolve rapidly and your team will look to you for stability during such times.

• A self-motivated individual adept at managing their own workload and their team's priorities with minimal oversight.

🏝️ Benefits

• Fully remote position with a flexible work schedule.

• Competitive base salary.

• Annual performance bonus.

• Anniversary loyalty bonuses.

• Company-sponsored health insurance.

• Generous paid time off (PTO) that increases with tenure (up to 30 days per year).

• Birthday PTO day.

• 7 paid U.S. holidays.

• 5 paid sick days annually.

• Bereavement leave.

• Additional unpaid personal leave available.

• Home office stipend for equipment and workspace enhancements.

• Computer replacement stipend.

• Monthly internet allowance (increases with tenure).

• Opportunities for professional development and training programs.

• Educational support for high performers.

• A collaborative, supportive team culture where individuals are genuinely invested in each other's success.

• A dynamic environment where your contributions are visible and have a direct impact.

• Clear pathways for growth: we promote from within and reward high performers.