Account Manager

Summary

Join My Mountain Mover's growing Support Team and enjoy a remote work opportunity! This role involves coordinating with the Placements Team, managing the CRM database, and supporting marketing and sales strategies. You will be responsible for the day-to-day operations of the department, client and VA onboarding, and ensuring client and VA satisfaction and retention. The position requires managerial and supervisory experience, extensive industry-specific knowledge, and proficiency in various key performance indicators and management skills. Benefits include monthly base pay and incentives, HMO with dependent coverage, paid US holidays, PTO, sick leaves, performance and referral incentives, and annual team building.

Requirements

• Managerial or supervisory experience is a must
• Extensive industry-specific experience and knowledge is a must
• 2 years minimum Telecommuting experience is a must
• Proficiency in key performance indicators, business process cycle, project management, quality management, risk management, and information technology
• Exceptional technical, conceptual, interpersonal, communication, and decision-making skills
• Typing speed of at least 40-45 WPM

Responsibilities

• Coordinates with and assists the Placements Team regarding new, replacement, and add-on accounts
• Schedules and facilitates the VA onboarding, Client Setup, and Client Meet and greet
• Responsible for the day-to-day operations of the department
• Manages CRM database, including activities but not limited to data entry, data refinement, creation of reports/dashboard, data analysis and interpretation, and data quality control
• Leverages project management tools and coordinates with relevant team members regarding specific tasks
• Supports the execution of marketing and sales strategies for the account and business growth
• Develop initiatives to contribute incremental revenue growth and organizational organic growth
• Communicates with stakeholders including clients and VAs through all channels: email, RingCentral calls/text, and video meetings
• Promotes and facilitates account growth through upselling (add-ons, referrals, and business reviews)
• Manages retention for both client and VAs handled
• Contributes to team effort by accomplishing related results as needed
• Assists clients in initial setup, technical and functional support, and delegation of tasks
• Offers expert advice in handling their VA/s
• Serves as the main POC for all company-related concerns
• Assists in resolving any billing concerns, disputes, and process requests
• Investigates and resolves all client-VA disputes
• Conducts and documents periodic client check ins
• Ensures client, satisfaction, retention, and loyalty
• Handles simple and complicated cancellations and escalates to SR MGR and AM Dept Head, if necessary
• Assists in VA accountability
• Audits VA attendance/ performance/ incentive/ profiling/ credential and information
• Regularly checks VA reliability - technical and functional
• Provides coaching and mentorship
• Provides VAs with knowledge, and expertise in a specific subject matter, business and technical area of a project or task
• Investigates and resolves all VA offenses/misconduct
• Conducts and documents periodic VA check ins
• Ensures acceptable and reasonable VA turnover/attrition rate
• Handles resignations and back-outs and escalates to HR, SR MGR, AM Dept Head only if necessary

Preferred Qualifications

Trainer or similar training experience is preferred

Benefits

• Monthly Base pay and incentive payout
• HMO with dependent coverage
• Paid US Holidays, Cumulative PTO, and Sick Leaves
• Performance and Referral Incentives
• Annual face-to-face team building