Account Manager

DeskTeam360 is seeking a detail-oriented Account Manager to support our clients and team in delivering exceptional service.
As an Account Manager at DeskTeam360, you'll work directly with a Senior Account Manager to ensure our clients—digital agencies, coaches, consultants, and course creators—receive outstanding support while maximizing the value of our virtual assistant services.

Key Responsibilities:

Client Communication
- Conduct weekly or biweekly email check-ins and meetings with assigned clients
- Address client questions and concerns promptly and professionally
- Keep clients informed about project progress and timelines

Ticket Management
- Review incoming tickets to ensure completeness and clarity
- Determine when tickets should be combined or separated for efficiency
- Perform quality checks on completed work before client delivery
- Follow up on outstanding items to prevent delays

Account Maintenance
- Maintain accurate client contact information and documentation
- Record all client interactions in our systems
- Create and update SOPs for the Account Management division

Senior AM Support
- Prepare documentation for client meetings
- Alert Senior AM to potential client issues (lack of ticket volume, confusion, etc.)
- Provide insights to help with client retention and service improvements

Project Coordination
- Help coordinate timelines, tasks, and deliverables for larger projects
- Ensure projects stay within scope and meet client expectations
- Facilitate communication between clients and our teaUpgrade to see actual infombers

Problem Resolution
- Address client concerns with appropriate teaUpgrade to see actual infombers
- De-escalate challenging situations through clear communication
- Know when to involve the Senior AM for higher-level issues

Required Skills & Experience:
- Previous account management or client service experience
- Exceptional English communication skills (reading, writing, speaking, and listening)
- Ability to translate complex information between clients and technical team
- Strong organizational skills and attention to detail
- Experience juggling multiple priorities without dropping the ball
- Basic understanding of development, design, and business concepts
- Experience with ticketing systems (similar to Freshdesk)
- Familiarity with project management tools (Asana or ClickUp)
- Proficiency with Slack, Google Workspace, and video conferencing

What Sets Successful Candidates Apart:
- Takes ownership of tasks and proactively looks for ways to be helpful
- Understands appropriate boundaries to maintain client satisfaction
- Demonstrates ability to de-escalate tense situations professionally
- Can manage many concurrent tasks while maintaining quality
- Shows initiative while respecting established processes

Working Hours & Requirements:
- Full-time position (40 hours/week)
- Monday-Friday, 8am-5pm - USA - Mountain Standard Time
- Reliable internet connection and quiet workspace

About DeskTeam360:
We're a team of 45 professionals providing remote developers, designers, and virtual assistants to digital marketing agencies and consultants. Over our 7-year history, we've built a reputation for reliability and excellence. Our core value is integrity—doing what we say we'll do, when we say we'll do it, and communicating proactively when adjustments are needed.

Compensation & Growth:
- Starting at $8/hour
- Opportunities for advancement as our company continues to grow
- Be part of a stable company with 7+ years of consistent growth
- Work for a company and customers that respect you, your boundaries, and a work-life balance.

To Apply:
Go here to submit your application & resume along with a Loom video (5 minutes maximum) addressing:
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In your loom video talk about...
- Your relevant account management experience
- A specific example of how you handled a difficult client situation
- Your approach to managing multiple priorities simultaneously
- Why you believe you'd be a good fit for this role

Note: Loom offers free recordings up to 5 minutes. If you need more time, you may submit multiple videos.

Applications without the requested video will not be considered.

Join our team and help us continue delivering exceptional service to our growing client base while developing your career in a supportive, professional environment.