Associate Account Manager

Associate Account Manager

Spectrio empowers human engagement by creating authentic experiences through content, innovation, and measurable insight that drive growth.

Spectrio isn't just a digital signage provider; we are the architects of modern customer experiences. From healthcare to automotive, we empower over 150,000 global locations to transform their physical spaces into dynamic digital destinations.

Headquartered in Tampa, Florida, Spectrio consistently ranks among the fastest-growing and largest companies in the Tampa Bay area. As an 11-time Inc. 5000 honoree and a member of the Tampa Bay Business Journal's "Fast 50" and "Tampa Bay 200," we are a proven leader in innovation. Our software consistently receives praise for its features and ease of use on Capterra and G2, earning multiple awards for technology and creative excellence.

This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply.

Primary Objective: The Associate Account Manager is responsible for managing a high-volume portfolio of Tier 4 client accounts, focused on retention, responsiveness, and overall customer experience. This role owns day-to-day client relationships, ensures timely issue resolution, and identifies opportunities to maintain and grow accounts where appropriate.

This is a fast-paced role requiring strong time management, prioritization, and the ability to effectively manage multiple client interactions daily. Responsibilities include:

Client Relationship Management:

• Serve as the primary point of contact for a high-volume book of Tier 4 client accounts
• Build and maintain strong client relationships through customer empathy and relationship management, active communication, and consistent follow-up
• Proactively engage clients to understand needs, address concerns, and ensure high levels of customer satisfaction (CSAT/NPS)
• Manage a large number of client interactions daily while maintaining quality and responsiveness

Account Retention & Growth:

• Drive account retention by quickly addressing issues, reducing churn, and improving overall account health
• Identify and act on upsell and cross-sell opportunities using negotiation and objection handling skills
• Use data-driven decision making and account insights to prioritize efforts and improve performance

Client Support:

• Respond to client inquiries and resolve issues efficiently, ensuring a strong time to resolve escalations
• Handle challenging conversations and work to turn around at-risk accounts
• Escalate complex or high-impact issues when needed

Service Coordination:

• Collaborate cross-functionally with internal teams (support, product, billing, etc.) to resolve client needs
• Ensure requests and issues are tracked and completed in a timely manner
• Maintain clear communication with clients throughout the resolution process

Reporting & Account Management:

• Maintain accurate and up-to-date records in CRM systems
• Track and manage key account metrics including gross and net retention rate
• Utilize data to prioritize workload and improve account outcomes

Requirements:

• Bachelor's degree preferred; equivalent practical experience will be considered
• 25+ years in customer success, account management, or retention-focused roles
• Strong communication, negotiation, and problem-solving skills
• Ability to handle difficult conversations and turn around challenging situations
• Experience working with CRM tools (e.g., Salesforce, Zendesk, etc.)
• Analytical mindset with the ability to interpret customer data and trends

Benefits Built for You:

We care for our team members through a holistic benefits package designed to support your health, family, and future:

• Remote Work: We believe great work happens where you feel most inspired, backed by a culture that prioritizes connection, collaboration, and flexibility. Company-provided monthly internet allowance included.
• Vacation/Personal Time: Prorated PTO that accrues per pay period after 30 days of employment.
  • < 3 Years of Service: 15 days per year.
  • 3-5 Years of Service: 17 days per year.
  • 5+ Years of Service: 20 days per year.
• Paid Sick Leave: All employees accrue up to 40 hours (5 days) of sick time per year.
• Company Paid Holidays: 10 observed holidays per year
• Medical Insurance: Three plan options (Low HSA, Mid, and High Plans); Dental Insurance: High and Low PPO plan options; and Vision Insurance: .
• Basic Life Insurance: $50,000 policy, 100% employer-paid.
• Short-Term Disability: 100% employer-paid; covers 60% of weekly salary for up to 26 weeks.
• Voluntary Benefits: Optional purchase of Voluntary Life/AD&D, Long-Term Disability, Accident, Critical Illness, and Hospital Indemnity.
• Pet Benefits: Plan
• Employee Assistance Program (EAP): Confidential 24/7 support

Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement.

Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.