Account Manager

• Build trusted relationships with client stakeholders and act as the main point of contact
• Understand client goals, brand needs and success measures and turn them into operational plans
• Lead regular business reviews with performance data, insights and recommendations
• Drive client growth, retention and account strategy
• Identify opportunities to expand accounts and manage scope changes and renewals
• Build cost models, manage account profitability and work with Finance on invoicing
• Lead and develop supervisors, team leads, project managers, agents and moderators
• Own performance against SLAs and KPIs, including AHT, FCR, CSAT, QA, moderation accuracy and engagement
• Work with Workforce Management on forecasting, scheduling and staffing
• Ensure teams follow client guidelines, platform policies and data privacy requirements
• Resolve escalations and drive process improvement, automation and better tooling
• Lead client programmes across customer care, content moderation, community management and social media

Explore Account Manager – Operations at ModSquad. Review requirements and application details.