Account Manager

Role Overview

• Lead client communication with professionalism, clarity, and consistency.
• Conduct regular check-ins, performance reviews, and service delivery updates.
• Understand client needs deeply and translate them into clear operational actions.
• Manage expectations around performance, hours, deliverables, and communication.
• Build strong, trusting relationships with contractors.
• Provide guidance, clarity, and support on expectations, workflows, and KPIs.
• Address performance concerns early with structured feedback.
• Ensure contractors feel supported, valued, and aligned with client needs.
• Maintain structured workflows, SOPs, and documentation for each account.
• Ensure smooth onboarding of new contractors, including access, documentation, and expectations.
• Keep all updates and actions accurately recorded in Zoho CRM.
• Collaborate with Recruitment, Sales, Operations, and Finance to ensure seamless delivery.
• Proactively identify and address any challenges affecting the client–contractor relationship.
• Resolve concerns with professionalism, clarity, and urgency.
• Facilitate constructive conversations when expectations need alignment.
• Ensure all issues are handled in a way that protects relationships and maintains service quality.
• Track and report on contractor performance, client satisfaction, hours, attendance, and risks.
• Provide structured weekly or monthly updates to clients and internal leadership.

Requirements

• 2–4+ years in Account Management, Customer Success, Operations, or Client Services.
• Experience with international clients (US preferred).
• Strong administrative and organisational skills.
• Experience managing remote teams or contractors is advantageous.
• Ability to create SOPs, workflows, and training materials.
• CRM experience (Zoho preferred).
• Excellent English communication skills.
• Ability to work US-aligned hours when required.

Benefits

• Comfortable working U.S. hours
• Remote work from home ***Fraud Disclaimer: ***ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.