What are the responsibilities and job description for the Account Manager position at Captains Club?
About the Engagement
Captains Club has been asked by an existing client to assist with a critical hire as they enter their next stage of growth. While Account Manager searches are not typically our core offering, we’re confident we can help them find someone extraordinary. Someone who blends relationship management, project coordination, and operational discipline to create an exceptional client experience.
If you thrive in a fast-moving, service-driven environment and love being the connective tissue between clients and operations, this is that opportunity.
About the Role
Our client, a well established and growing commercial services company, is hiring an Account Manager to own customer relationships, orchestrate service delivery, and drive recurring revenue growth through exceptional execution.
This is not a traditional sales role. This is a client success operations coordination project management role that ensures customers feel taken care of, informed, and supported at every step.
Success is defined by:
- Proactive communication
- Disciplined process follow-through
- Accurate coordination with operations
- Thoughtful insight during reviews
- Anticipating needs before the customer asks
What You’ll Do
Client Satisfaction & Retention
- Serve as the primary point of contact for a portfolio of commercial clients
- Communicate proactively and clearly (no surprises, no dropped balls)
- Resolve issues swiftly and close the loop every time
- Conduct ongoing check-ins to ensure needs are met and expectations aligned
Growth Through Service Excellence
- Identify upsell opportunities naturally through understanding the client’s business
- Prepare and submit accurate, timely, professional quotes
- Own renewals and prevent revenue leakage
- Support growth by delivering a frictionless customer experience
Relationship Management
- Build trust-based partnerships with client decision-makers
- Establish yourself as a strategic, reliable advisor
- Learn client priorities deeply and tailor solutions accordingly
Process Execution & Admin Oversight
- Follow all account workflows: QBRs, service reviews, renewal cycles, issue logs
- Lead Quarterly Business Reviews using insight and data
- Manage your assigned admin support to ensure accuracy and timeliness
- Maintain meticulous documentation and follow-through
Cross-Functional Alignment
- Coordinate closely with operations to ensure service execution matches client expectations
- Communicate changes, requests, and requirements with clarity
- Advocate for both client and internal team — ensuring alignment on scope and priorities
Ideal Background
- 3–7 years in account management, client success, project coordination, or similar roles
- Experience in commercial services, property management, facilities, logistics, field services, or related industries preferred
- Strong communication, ownership mindset, and follow-through
- Comfortable being on-site and engaging regularly with both clients and operations teams