Job Description

Account Manager — Client Success & Delivery Oversight (U.S.)

Role Overview

The Account Manager is the U.S.-based voice and ear of Process-Smart on every client relationship. They sit on every client call, listen carefully to what clients are actually saying (and what they're not saying), and ensure the offshore delivery team executes against those needs with precision. Over time, they earn the trust required to expand scope within each account.

This role is not about managing a ticket queue or sending status updates. It is about deeply understanding each client's business, catching nuance in real time, and acting as the operational conscience of the account — making sure nothing gets lost between what the client says on a call and what the team delivers the next day.

If this role is done well, clients feel heard, the team executes without guesswork, and accounts grow organically.

Core Responsibilities

1. Listen and Comprehend (Primary Function)

This is the heart of the role. Everything else flows from it.

• Attend every client call, standup, and working session for assigned accounts
• Listen actively — capture not just tasks, but context, tone, frustrations, priorities, and unstated expectations
• Take structured notes during calls and convert them into clear action items within the same business day
• Ask clarifying questions in the moment rather than guessing later
• Read between the lines: notice when a client is unhappy before they say it, when scope is creeping, or when a new need is emerging
• Build a mental model of each client's business — their customers, their pressures, their seasonality, their internal politics

The best person in this seat makes clients feel like they have a partner who actually gets their business, not a vendor waiting for instructions.

2. Translate Client Needs into Team Execution

Bridge the gap between how a client describes something on a call and how the offshore team needs it to be structured to execute consistently.

• Convert client conversations into clear, written instructions for the delivery team
• Update or create SOPs as workflows evolve
• Flag ambiguity before work begins, not after it goes wrong
• Ensure the team has the context, access, and clarification needed to execute the first time
• Sit in the middle of the handoff and own it — never assume the team "got it" from the call

3. Ensure Delivery Matches Client Expectations

Own the outcome, not just the handoff.

• Monitor output quality, turnaround time, and accuracy against what the client actually asked for
• Spot-check work before it goes back to the client when stakes are high
• Catch misalignment early — if the team is heading in the wrong direction, redirect before the client has to
• Escalate performance issues to supervisors with specifics, not vague complaints
• Close the loop with the client: confirm deliverables landed, confirm they solved the problem

4. Client Communication & Trust Building

Be the steady, reliable U.S. voice the client can count on.

• Primary point of contact for all client communication between calls
• Respond quickly, clearly, and without unnecessary hedging
• Manage expectations honestly — on timelines, capacity, and what's realistic
• Run scheduled check-ins tied to real outcomes, not activity theater
• When something goes wrong, own it, diagnose it, and communicate the fix

Clients should feel that this person is their person — responsive, competent, and always a step ahead.

5. Expand the Account (When Appropriate)

Growth in this role is earned, not pushed. It comes from listening well enough to hear opportunity.

• Listen for adjacent work the client is struggling with that Process-Smart could take on
• Notice repetitive internal work on the client's side that could be transitioned offshore
• Raise opportunities naturally, in the flow of the relationship — not as a sales pitch
• Partner with leadership to scope and propose expanded work
• Only recommend expansion when the current scope is being delivered cleanly; credibility is the prerequisite

6. Performance Visibility

Keep both sides informed with data, not impressions.

• Track KPIs for each account (volume, turnaround, accuracy, backlog)
• Deliver concise weekly reporting to clients focused on outcomes
• Surface trends and recommend improvements proactively

How Success Is Measured

• Client retention and satisfaction (measured through direct feedback and renewal)
• Account expansion — scope and revenue growth within existing clients
• SLA adherence across assigned accounts
• Speed from client request → team execution → delivered outcome
• Reduction in misfires, rework, and client-side clarifications
• Quality and clarity of SOPs and call documentation

Required Skill Set

• Exceptional listening skills — the single most important trait for this role
• Strong written communication; ability to turn a messy conversation into a clear set of instructions
• Process thinking — comfortable structuring ambiguous work
• Calm, direct presence on client calls; not easily rattled
• Ability to manage multiple accounts and stakeholders without dropping threads
• Comfort with KPIs, reporting, and operational metrics
• Judgment to know when to clarify, when to escalate, and when to just handle it

Ideal Background

• 3–7 years in account management, implementation, customer success, or operations at a service business
• Experience working with offshore or distributed delivery teams
• Exposure to workflow-driven industries (landscaping, field services, home services, property management, etc.)
• Familiarity with ERP/CRM/workflow systems (Aspire, NetSuite, ServiceTitan, etc.) is a strong plus
• Bonus: has sat on the client side of an offshore relationship and knows what good looks like

Benefits: Comprehensive benefits including group medical, dental and vision along with life, disability, legal assistance and supplemental insurance.

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