Job Title: Account Management Specialist (WFH and Night Shift)
Reports To: Account Manager
Department: Account Management Lead; Provide support to the Account Managers
Schedule: Weekend Shift (Rest days are tentatively set for Thursday - Friday), subject to change
Job Summary:
The Account Management Specialist plays a vital role in supporting the Account Management team by maintaining accurate records, ensuring compliance with internal processes, and facilitating effective coordination between departments. This role requires strong attention to detail, proficiency with data trackers, and excellent communication skills to ensure smooth onboarding and ongoing client support operations.
Key Responsibilities:
- Maintain and regularly update key trackers, including:
- Attendance Tracker
- Time Doctor logs
- Employee Masterfile
- Ensure all Account Management team-related tickets and tasks in HubSpot are actioned accurately and in a timely manner, aligning with internal SLAs and processes.
- Liaise with the Account Manager to investigate and resolve discrepancies in staff data, tracker updates, or onboarding records.
- Support the Account Management team in executing the client and staff onboarding process, ensuring all requirements are tracked and completed on schedule.
- Monitor onboarding progress to prevent delays and ensure full compliance with Thrivemodal's internal policies and procedures.
- Maintain accurate documentation and provide data-driven insights to support decision-making, performance tracking, and process improvements.
- Assist in the creation and maintenance of documentation such as SOPs, playbooks, and repositories to support scalable and consistent account operations.
- Collaborate cross-functionally with other departments to ensure all account management needs are addressed efficiently.
- Contribute to the implementation of the broader account management framework, including metrics reporting, performance management, and continuous improvement efforts.
- Participate in planning and supporting initiatives and events that promote a positive, inclusive, and engaging work environment for all staff.
Qualifications:
- Proven experience in an administrative, operations, or account support role.
- Strong proficiency in Excel/Google Sheets and working with tracking tools or CRMs (e.g., HubSpot, Time Doctor).
- Excellent organizational skills and attention to detail.
- Effective communication and problem-solving skills.
- Ability to work independently while maintaining strong team collaboration.
