Onboard - Account Manager

"When you join Onboard, you're joining a team that's transforming how essential connectivity services are delivered, managed, and supported across the real estate industry. As part of the Conservice family—the nation's leading utility management provider—we're backed by the strength, resources, and stability of an industry leader. That means more opportunities, more support, and a future you can build right here at home with the Onboard team you know and trust. Beyond your core responsibilities, you'll play a critical role in helping our clients and partners fully realize the value of Onboard's solutions. Whether you're working behind the scenes or on the front lines, your contributions will help streamline operations, drive performance, and deliver a better experience for the residents and teams we support. Collaboration, innovation, and a commitment to service are key to success in every role at Onboard."

Job Summary:

The Account Manager is responsible for day-to-day client communication, building and nurturing strong client relationships, and ensuring that all client needs are met efficiently. This role will handle administrative tasks, resolve client escalations, and prepare and present client-facing reports. The Account Manager will also communicate and collaborate with providers to address issues and work on process improvements. The Account Manager will also lead monthly business reviews (MBRs) to ensure alignment on account performance, opportunities, and next steps.

Key Responsibilities:

- Serve as the primary point of contact for client communication, providing timely updates and addressing inquiries.

- Manage administrative responsibilities, including holding weekly client syncs, managing client documentation, and maintain project reporting.

- Respond to and resolve client and support escalations promptly, coordinating with internal and external teams as necessary to deliver a high standard of service.

- Act as the main communication liaison with providers to resolve issues, escalate concerns, and collaborate on effective solutions.

- Identify and implement process improvements in collaboration with the client and providers to enhance service quality and efficiency for clients.

- Prepare and distribute regular performance reports, tracking key metrics, and insights relevant to the client.

- Lead and organize monthly business review in collaboration with the technical account manager, reviewing account performance, and addressing any client concerns.

- Continuously build a deep understanding of the client's business needs and objectives, adapting account strategies to align with their evolving priorities.

Requirements:

- Proven experience in account management or client services.

- Strong interpersonal and communication skills, with a client-focused approach.

- Excellent organizational skills and attention to detail.

- Ability to manage and resolve escalations efficiently, including coordinating with providers.

- Demonstrated ability to identify process improvement opportunities and implement changes.

- Proficiency in reporting and presenting data-driven insights.