About the role:

As an Account Manager, you will own high-level client interactions and relationships. Serving as a member of the revenue team, you’ll stay aligned with clients’ strategic objectives and drive their overall growth. You will lead various meetings such as cross-functional reviews, account strategy sessions, business reviews, and advise clients on product adoption and best practices. You’ll manage and report on client references requests, P&L, sentiment, and work with leadership to prioritize enhancement and configuration changes for your customers. This is a remote, full-time position offering a generous base salary, bonus, and commission opportunities. Travel will be required in this role to client sites across the U.S. (25-30%)

Responsibilities include:

• Serve as a point of contact for clients throughout the customer lifecycle, fostering strong, trust-based relationships with internal and external stakeholders.
• Triage incoming defects, drive out configuration requirements, and field enhancement requests to ensure client needs are addressed promptly and effectively.
• Partner with the support developer for your clients to facilitate advanced triage, remediation, and code changes.
• Demonstrate in-depth knowledge of the Quavo platform, including its functionality and capabilities, to guide clients toward achieving their goals.
• Leverage expertise in claims, fraud, and disputes to ensure solutions align with clients’ industry-specific needs and challenges.
• Drive client satisfaction by effectively tracking and managing all client support, monitoring, remediation, and configuration change work, ensuring timely resolutions and communication.
• Lead weekly stand-up calls and other required communications, addressing client needs, providing updates on implementation projects, and ensuring satisfaction.
• Provide client scorecard metrics to leadership, offering insights into overall client health and identifying areas for improvement or opportunity.
• Resolve and/or escalate customer issues within defined service level agreements (SLAs) to ensure timely and effective resolutions.
• Develop each client into a referral client by fostering long-term relationships and ensuring daily success within the product.
• Perform additional duties as assigned and maintain compliance with all company policies and procedures.
• 25-30% to visit client sitess

Required Qualifications:

• 5+ years of relevant work experience in a client-facing role OR relevant fraud and disputes operational management experience with a desire to get into sales/client management
• History building successful customer and/or stakeholder relationships at an enterprise level
• Work experience with fraud, disputes, and/or compliance in a financial, fintech, processing, or related company
• Capacity to develop deep insights about clients’ operations and provide detailed coaching
• Demonstrated experience developing, implementing, and achieving goals; ability to impart success to clients and create executable plans for internal teams to drive areas of improvement
• Excellent communication and presentation skills
• Ability to exude excitement, stability, and maturity when representing Quavo
• High school diploma