Client Account Manager

We are looking for our next Client Account Manager!

Location: Grand Rapids, Michigan Office

Department: Client Services

Reports To: Client Services Manager

Working Arrangement: Full time, Permanent, Hybrid
-2 days in office and 3 days working from home

• Paid time off (15 days)
• Vision insurance
• Quarterly Bonus 5%
• Commission structure
• Paid Sick Leave (Up to 6 days)
• Refer a Friend Bonus Scheme

We're looking for a proactive and customer-focused Client Account Manager to join our growing team. In this role, you'll act as the primary point of contact for a portfolio of clients, building trusted relationships and ensuring an exceptional customer experience throughout their certification journey.

You'll develop a deep understanding of your clients' needs, provide tailored solutions, coordinate with internal teams, and identify opportunities to expand services that help clients achieve their objectives. Your success will directly contribute to customer retention, business growth, and long-term client satisfaction.

This is an excellent opportunity for a relationship-driven professional who thrives in a fast-paced environment and enjoys balancing account management, customer service, and commercial responsibilities.

• Build and maintain strong, long-term relationships with an assigned portfolio of clients.
• Serve as the primary point of contact throughout the client lifecycle.
• Develop a thorough understanding of client goals, requirements, and challenges.
• Proactively identify opportunities to offer additional products and services that align with client needs.
• Maintain regular communication with clients to strengthen relationships and maximize retention.

• Ensure clients receive the appropriate products and services in a timely and efficient manner.
• Coordinate with internal teams to resolve issues, address concerns, and deliver seamless service.
• Manage the certification maintenance process, including data collection, contract reviews, scheduling audits, and coordinating communication between clients and auditors.
• Support clients with information gathering and documentation requirements.
• Handle client concerns and complaints professionally, ensuring prompt resolution and a positive outcome.

• Help drive customer retention by delivering exceptional service and value.
• Negotiate contracts and support agreement renewals.
• Monitor client activity and proactively address risks that could impact retention.
• Stay informed about industry trends, customer needs, and competitor activity.
• Recommend improvements and innovative ideas that enhance the customer experience and support continuous improvement initiatives.
• Plan and manage daily activities effectively to prioritize client needs and business objectives.
• Track and achieve key performance indicators, including retention, client churn, utilization, and customer satisfaction metrics.
• Provide regular updates to the Client Services Manager regarding client activity, market trends, and growth opportunities.
• Participate in virtual client meetings as required.
• Collaborate with colleagues across the business to deliver the best possible outcomes for customers.

• Previous experience in Account Management, Client Services, Customer Success, or a similar client-facing role.
• Proven ability to manage multiple client accounts and competing priorities simultaneously.
• Strong relationship-building and stakeholder management skills.
• Excellent verbal and written communication abilities.
• Experience resolving customer issues and delivering effective solutions.
• Strong organizational, planning, and time management skills.
• Commercial awareness with the ability to identify growth opportunities within existing accounts.
• Proficiency with CRM systems and Microsoft Office applications.

• Results-driven, resilient, and highly motivated.
• Strong sense of ownership and accountability.
• Professional, ethical, and customer-focused.
• Strategic thinker with a practical, solution-oriented approach.
• Able to work independently while collaborating effectively across teams.
• Detail-oriented with excellent problem-solving skills.
• Comfortable managing a diverse and active workload in a fast-paced environment.
• Appreciates and works effectively with diverse cultures and business practices.

• Building trusted partnerships that strengthen client loyalty and retention.
• Delivering exceptional customer experiences that drive satisfaction and advocacy.
• Identifying opportunities to expand client relationships through additional products and services.
• Achieving retention, renewal, and performance targets.
• Supporting business growth through outstanding account management and proactive client engagement.

At Amtivo, we are committed to putting customers first. You'll join a collaborative team that values innovation, continuous improvement, and exceptional service. We offer the…