Associate Manager, Strategic Account Management & Client Success

Position Objective The Associate Manager, Strategic Account Management & Client Success is responsible for supporting team operations and overseeing day‑to‑day activities within their functional area. This role ensures that team goals are met, processes are executed efficiently, and work aligns with organizational standards. The Associate Manager, Strategic Account Management & Client Success acts as a bridge between frontline employees and senior management, fostering team development, coaching, and engagement. This role is responsible for overseeing a small portfolio of strategic accounts or a subset of a larger portfolio, ensuring execution of retention, adoption, and expansion initiatives. It focuses on guiding account execution and analyzing performance to support measurable outcomes. Team Supervision & Support Lead and coach a small team of specialists, providing guidance, feedback, and professional development. Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on‑time delivery. Oversee day‑to‑day operations to ensure timely delivery of team objectives. Serve as the primary escalation point for technical or process‑related issues. Prepare reports and updates on team performance metrics for senior management. Participate in hiring, onboarding, and training of new team members. Client Coordination & Communication Collaborate with cross‑functional teams and clients to ensure clear understanding of requirements and project status. Maintain professional, solution‑oriented communication to foster positive client relationships. Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule. Project Coordination Track progress, ensuring milestones and deadlines are met. Report project status, risks, and dependencies to the leadership. Identify process inefficiencies and recommend improvements to enhance workflow efficiency and effectiveness. Collaborate with cross‑functional teams to resolve issues and drive project completion. Training & Quality Assurance Conduct quality checks to maintain consistency and adherence to standards. Promote team efficiency through ongoing process improvements and knowledge sharing. Support onboarding and training of new team members, sharing best practices. Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service‑level Agreements (SLAs), and checklists. Strategic Account Management & Client Success Oversight Oversee a defined set of strategic accounts, ensuring adoption, retention, and expansion targets are met. Coach team members or peers in executing success plans for assigned accounts. Analyze portfolio metrics to identify trends, risks, and opportunities for intervention. Partner with cross‑functional teams to ensure seamless client experience. Contribute to the refinement of account management processes and executive business reviews. Skills & Knowledge Strong leadership and team management abilities, including coaching and mentoring. Excellent communication and interpersonal skills for interacting with team members and stakeholders. Solid organizational and time‑management skills, with attention to detail. Analytical and problem‑solving skills to identify issues and recommend solutions. Knowledge of relevant tools, systems, and industry practices. Ability to adapt to changing priorities and manage multiple projects concurrently. Proficient in driving adoption and retention within assigned accounts. Ability to identify and escalate portfolio risks and opportunities. Experience applying success frameworks and account analytics to drive outcomes. Skilled in coordinating with internal teams to ensure account objectives are met. Knowledge of renewal and expansion principles. Previous Experience 5 years of professional experience in customer success or related roles. 1 year of experience managing and developing high‑performing teams. Experience in fintech or SaaS environments preferred. Education / Professional Training Bachelor’s degree in Business Management, Marketing, Communications, Hospitality or a related field required. An equivalent combination of education and experience may be considered. Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus. Languages & Level of Proficiency Fluent in English (written and verbal). Bilingual English/Spanish strongly preferred. SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. Work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E‑Verify company. #J-18808-Ljbffr SpotOn