Account Manager
12 Jun 2025
Richmond
Verified by Turrior
Content + Source + Freshness • 12 Dec 2025 • 95% confidence
73 / 100
Offer value
Moderate value due to managerial responsibilities requiring extensive experience and industry-specific background.
- Managerial role with a focus on customer success.
- Requires significant experience and leadership skills.
- Potentially high pressure due to performance oversight.
Pros
- Opportunity to shape customer service approach within the organization.
- Strong demand for customer success leadership roles.
- Develop management skills and teams.
Cons
- Extensive experience in customer success is mandatory.
- High-pressure responsibilities with potential for team conflict.
- Job may require significant administrative tasks.
Who it's for
Mid to Senior • In-person with potential remote flexibility
Good fit
- Customer success leaders with a proven track record.
- Candidates wanting to drive quality initiatives.
- Professionals ready to handle team dynamics.
Not recommended for
- Entry-level professionals looking to start their careers.
- Individuals preferring less responsibility.
- Candidates with little knowledge of customer service.
Motivation fit
Desire to mentor and train service teams.Interest in developing service standards and protocols.Commitment to continuous improvement and quality assurance.
Key skills
Team management and leadershipCustomer relations and complaint resolutionOrganizational and scheduling abilitiesQuality assurance in service delivery
Score: 73/100 AI verified analysis
About the job
Job Description
Job Description
Job Summary:
The Account Manager will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Duties/Responsibilities:- Help build the infrastructure and standard operating procedures for the department
- Help create company guidelines particularly related to quality of service
- Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
- Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
- Hire entry-level customer success employees.
- Train new employees in the company's customer service policies, procedures, and best practices.
- Organize and oversee the schedules and work of the department.
- Conduct performance evaluations that are timely and constructive.
- Handle discipline and termination of employees as needed and in accordance with company policy.
- Monitor or review calls or other correspondence between representatives and customers.
- Ensure that representatives are informed about changes to company products and services.
- Collect data and prepares reports on customer complaints and inquiries.
- Prepare monthly reports summarizing the assigned customer success teams performance.
- Assist with budget preparation for the Customer Success department.
- Perform other related duties as assigned.
- Bachelor's degree in business, technology or similar
- At least five years of customer success experience required.
- At least two years of experience in a supervisory role preferred.
- At least two years of experience in customer service or customer success in the manufacturing industry
- Excellent communication and presentation skills
- Must be personable and enjoy working with people in an entirely customer-facing role
- Knowledge of project management/delivery methods and tools
- Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
- Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
- Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
- Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
- Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
- Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
- Experience with Salesforce (or other CRM) desired
- Ability to travel (job requires up to 30% travel)
- Comfortable working as needed in a remote environment with video-conferencing tools
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
- Ability to coach and mentor customer success representatives.
