Account Manager (US)

Key Responsibilities

• Client Ownership: Act as the main point of contact for a portfolio of clients. You will build relationships with owners, finance leaders and operational stakeholders, and take responsibility for their experience of working with us.
• Communication & Reporting: Send regular progress updates on projects and ongoing work, run check-ins at key milestones, and translate delivery detail into language that clients can act on. You will manage expectations on scope, timing and next steps.
• Client Priorities: Project plans and agreed service levels already set what the team works on and when. Your job is to speak up when that changes: when a client's priorities shift, when something new comes in, or when the plan no longer matches what the client is expecting. You raise it with the delivery team lead as an equal partner, agree how it gets absorbed, and communicate the outcome back to the client.
• Project Reporting: Report on the status of project boards and work items to the client, and hold team members to account when records are not up to date. You do not maintain the boards yourself, but you are the person who notices when they no longer reflect reality and says so.
• Service Levels: Track delivery against agreed service levels across your accounts, raise it internally when we are slipping, and follow through until performance is back on track.
• Client Satisfaction: Pick up on dissatisfaction early, escalate it to the right people internally, and stay on it until it is resolved. Your job is to make sure no client concern goes unheard or unaddressed.
• Account Growth: Identify opportunities for additional services and projects from your day to day contact with the account. You will scope those opportunities with the relevant leads and follow them through to signature, and support renewals and the growth of existing accounts.

• Experience in account management, client success or a client-facing delivery role, ideally in professional services, consulting or software implementation.
• Confidence dealing with finance and operations stakeholders, including business owners and executives.
• Strong written communication. A large part of this role is written client updates that our clients will judge us by.
• Commercial instinct. You notice when a client has a problem we could solve, and you do something about it.
• Discipline with tools and administration. Experience with Monday.com or a similar work management platform is a plus.
• The willingness to have uncomfortable conversations in both directions, with clients and with your own colleagues, without making them personal.
• An understanding of ERP systems, finance operations, or e-commerce and distribution businesses would be a plus, but the relationship skill matters more than the technical background.