[Remote] Associate Account Manager

Note: The job is a remote job and is open to candidates in USA. Spectrio is a leading provider of comprehensive digital signage solutions, headquartered in Tampa, Florida. The Associate Account Manager is responsible for managing a high-volume portfolio of Tier 4 client accounts, focusing on retention, responsiveness, and overall customer experience.

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 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
• 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

Skills

• 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

• 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
• Education Reimbursement

Company Overview