Associate Account Manager

Associate Account Manager – Remote (Florida, North Carolina, Texas) Responsibilities 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, 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 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 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 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 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 2–5+ 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 Work From Home – Remote culture Vacation/PTO: Prorated PTO that accrues per pay period after 30 days of employment; 3 years: 15 days/year, 3‑5 years: 17 days/year, 5+ years: 20 days/year Paid Sick Leave: Up to 40 hours (5 days) per year Company Paid Holidays: 10 observed holidays per year Medical, Dental, and Vision insurance (3 plan options for medical; high and low PPO options for dental; vision) 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 Long‑Term Disability and other voluntary benefits (life/AD&D, long‑term disability, accident, critical illness, hospital indemnity) Pet Benefits Plan Employee Assistance Program (EAP): Confidential 24/7 support 401(k) retirement plan, HSA, FSA, Dependent Care FSA, Education Reimbursement Equal Opportunity Employer 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. #J-18808-Ljbffr