Operations Associate / Account Manager

The Operations Associate / Account Manager serves as a key point of contact for clients, supporting day-to-day account needs while coordinating internal workflows to ensure an exceptional client experience. This role balances operational support, client communication, and account management by managing requests, documenting activities, setting expectations, and proactively guiding clients through services, renewals, and technology solutions.

The ideal candidate is highly organized, detail-oriented, customer-focused, and comfortable managing multiple priorities in a fast-paced environment while maintaining strong relationships with clients and internal teams.

• Serve as a primary client contact via email, phone, video meetings, and in-person interactions.
• Manage multiple client requests simultaneously while prioritizing tasks, deadlines, and follow-up actions.
• Communicate clearly with clients to understand needs, set expectations, answer questions, and guide next steps.
• Maintain detailed notes and documentation of all client interactions, action items, and internal processes within designated systems.
• Coordinate internally with technical, sales, and leadership teams to ensure timely resolution of client needs.
• Manage and support client conversations related to billing, licensing, renewals, purchases, and service expectations with professionalism and confidence.
• Review and assist with quotes, proposals, and service documentation, applying strong attention to detail and critical thinking.
• Escalate issues appropriately when additional expertise or support is required.
• Proactively identify gaps, risks, or opportunities within accounts and communicate findings to internal teams.
• Present monthly business reviews, service reports, or account updates via video or in person, clearly communicating the value of services provided by Blue Layer.
• Support operational workflows by ensuring requests, documentation, and follow-through meet internal standards.

• Excellent time management skills with the ability to manage multiple tasks, deadlines, and follow-through.
• Strong note-taking and documentation habits with a clear, organized communication style.
• Ability to work independently, prioritize effectively, and collaborate closely with internal teams.
• Comfortable managing high-volume requests in a fast-paced environment while maintaining accuracy and attention to detail.
• Strong written and verbal communication skills, including professional client emails, phone conversations, and video meetings.
• Confident handling challenging customer conversations related to billing, renewals, licensing, purchasing, and service expectations.
• Proactive, resourceful, and comfortable learning new systems and processes; not afraid to ask questions when needed.
• Highly organized and detail-oriented with strong analytical and critical-thinking skills.
• Customer-service mindset with the confidence to build trust, guide conversations, and maintain long-term client relationships.

• Familiarity with Microsoft Office 365 products (Outlook, Word, Excel, Teams).
• Willingness to learn cybersecurity, infrastructure, and managed service offerings.
• Comfortable presenting information clearly to clients and articulating service value.
• Previous experience in account management, operations, customer service, or a client-facing support role is preferred.