Account Manager

Account Manager / Project Coordinator Job Description This role combines account management and project coordination in a fun, fast-paced environment. You will serve as a primary point of contact for members, coordinating the full lifecycle of their projects while delivering a highly personalized and creative experience. The position requires extensive phone and email communication, use of multiple software tools to manage and analyze customer accounts, and close collaboration with internal teams to ensure high-quality, timely delivery of services and continuous process improvement. Responsibilities Serve as the main point of contact for members and provide a personalized, creative experience throughout the lifecycle of their projects. Coordinate the entire lifecycle of member projects, from initial engagement through completion, ensuring all milestones and deliverables are met. Communicate extensively with customers via phone and email to understand their needs, answer questions, and provide effective solutions. Use a wide variety of software systems, including Excel and CRM tools, to navigate customer accounts, research and review policies, and maintain accurate records. Proactively monitor customer accounts to anticipate potential issues and resolve them before they affect the customer experience. Collaborate closely with publishing and other internal teams to ensure members are enrolled in the appropriate service packages and receive a high-quality product. Work cross-functionally with other departments to ensure products and services are delivered accurately and on time. Meet or exceed all performance, quality, and customer satisfaction metrics established for the role. Analyze data and best practices to assess performance drivers and identify opportunities to improve account performance and customer outcomes. Initiate and drive process improvement projects within the department, seeing them through from concept to completion. Manage high-volume processes while maintaining strong attention to detail and accuracy. Prioritize and manage multiple tasks simultaneously, ensuring timely follow-up and resolution for customer requests and internal initiatives. Communicate clearly and professionally in both written and verbal form with internal and external stakeholders. For bilingual team members, communicate with customers in both English and Spanish to support a broader member base. Essential Skills Associate’s degree. 1+ years of customer service experience. 2+ years of sales or account management experience. Experience working with high-volume processes. Working knowledge of Microsoft Office applications. Proficiency with Excel. Experience with CRM systems. Experience analyzing data and best practices to assess performance drivers. Strong oral and written communication skills in English. Ability to work weekends and overtime as needed. Ability to quickly learn new systems and software. Strong organizational, multitasking, and follow-up skills. Analytical problem‑solving ability and an ownership mentality in ambiguous environments. Additional Skills & Qualifications Bachelor’s degree preferred. Experience in sales, account management, administrative support, or sales support. Experience in customer service within a fast‑paced, high‑growth environment. Aptitude for building processes from scratch and driving innovation in operational or delivery‑focused settings. Experience using data to drive decisions and optimize performance. Experience working cross‑functionally with multiple internal teams. Bilingual English–Spanish skills preferred for at least one or two hires. Strong interpersonal skills and the ability to build rapport with customers and colleagues. Demonstrated ability to prioritize competing demands while maintaining high quality standards. Work Environment This is a 6‑month contract role with potential for extension, supporting one of the fastest‑growing programs within the organization. The position is fully on‑site five days per week in Austin, working closely with a collaborative project and publishing team. The environment is fast‑paced, dynamic, and highly customer‑focused, with extensive use of Microsoft Office, Excel, CRM platforms, and other internal software tools. Work may include weekends and overtime based on business needs. The culture emphasizes innovation, process improvement, ownership, and delivering a consistently high‑quality experience for members. Job Type & Location Contract position based out of Austin, TX. Pay And Benefits The pay range for this position is $38.00 - $38.00/hr. Requirements Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Austin, TX. Application Deadline This position is anticipated to close on Jun 19, 2026. Equal Employment Opportunity The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr