- 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
- Salary: $50,000
Benefits:
- 401(k) Pension
- Paid time off (15 days)
- Dental insurance
- Vision insurance
- Quarterly Bonus 5%
- Commission structure
- Paid Sick Leave (Up to 6 days)
- Bereavement Leave
- Parental Leave
- Refer a Friend Bonus Scheme
- Training Opportunities
About the Role
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.
What You’ll Do
Client Relationship Management
- 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.
Account Management & Service Delivery
- 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.
Business Growth & Retention
- 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.
Reporting & Collaboration
- 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.
What We’re Looking For
Required skills & experience
- 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.
Key Attributes
- 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.
What Success Looks Like
In this role, success means:
- 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.
Why Join Us?
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 opportunity to make a meaningful impact, develop your career, and contribute to the success of a growing global organization.
Ready to build lasting client relationships and make a real difference? We’d love to hear from you. Apply today.
How to Apply:
If you’re ready to take on this exciting opportunity, please submit your CV and a cover letter outlining your relevant experience to recruitment@amtivo.com.
At Amtivo, we are dedicated to fostering a diverse, equitable, and inclusive environment where authenticity thrives. We believe that true collaboration stems from valuing every individual’s unique perspective and experience. Our commitment to agility empowers us to adapt and innovate, driving superior performance. Amtivo Group is an Equal Opportunities Employer. The organisation provides equal employment opportunities regardless of ethnic origin, gender, nationality, religion, physical ability, sexual orientation, marital status, parental status, or medical history.
Due to the high volume of applications we receive we are not always able to provide individual feedback. We aim to contact applicants within 14 days if selected for interview.
