Customer Account Manager

You're not just a people manager — you're a builder. As the Account Manager at Go-Forth, you'll sit between the frontline team you lead and the strategic goals of the business, translating both directions with clarity and purpose. You'll own the health of the customer relationship from the first call to renewal, and you'll make sure the people on your team are equipped, motivated, and performing at a high level every day.

Your team works across channels — voice, SMS, chat, and email — and you'll need to coach and develop people across all of them with equal fluency.

This role is for someone who sees a broken process and fixes it before being asked. Who looks at a team of good people and knows how to make them great. Who understands that in a fast-growing company, ambiguity isn't a problem — it's an opportunity.

What You'll Own

Team Leadership & Development

• Directly lead and develop account team members
• Coach team members through call reviews, message audits, and performance feedback
• Set and track individual and team KPIs including call volume, close rates, response times, CRM entry accuracy, and customer satisfaction
• Hold team members accountable to performance standards through regular check-ins, feedback conversations, and documentation
• Participate in recruiting, onboarding, and retaining top-tier Account team talent

Customer Lifecycle Ownership

• Own the day-to-day customer experience from first contact through retention — in coordination with the Sales Manager and Retention & Recovery Team
• Serve as the escalation point for customer complaints or service failures, resolving issues with urgency and professionalism and escalating to the Head of Administration & Operations when appropriate
• Monitor customer satisfaction trends across all channels and flag patterns proactively
• Ensure team adherence to established service scripts, documentation standards, messaging protocols, and follow-up procedures across voice and digital channels

CRM & Documentation Standards

• Enforce CRM data entry standards across the Account team — including customer card accuracy, scheduling notes, payment documentation, and task assignments
• Conduct regular audits of team-level CRM entries to catch errors before they become system-wide discrepancies
• Ensure digital channel workflows (SMS alert routing, scheduling transcription, internal reassignments) are executed accurately and consistently
• Surface CRM usage gaps and documentation errors to the Head of Administration & Operations for process-level resolution

Cross-Functional Coordination

• Coordinate with the Sales Manager on lead handoffs, conversion follow-up, and customer lifecycle continuity
• Work alongside the Retention & Recovery Team to ensure at-risk customers are flagged early and routed appropriately
• Serve as the day-to-day liaison between the Account team and field operations, ensuring scheduling accuracy and clean communication to technicians
• Represent the voice of the customer and the frontline team in conversations with leadership

Performance Reporting & Process Support

• Track and report on team performance metrics; present findings and trends to the Head of Administration & Operations on a regular cadence
• Maintain, Follow & Reinforce SOPs across the team; identify where processes are breaking down and escalate recommendations for improvement
• Support operational transitions as the team scales, including changes in staffing structure, channel mix, or tooling
• Participate in process improvement initiatives led by the Head of Administration & Operations

What We're Looking For

Required

• 3 years of experience in leadership, customer service, account management, contact center operations, or related field
• At least 1 year of experience in a supervisory or team lead capacity
• Experience managing or working across multiple customer channels — voice, SMS, chat, and/or email
• Demonstrated ability to coach and develop frontline team members
• Strong written and verbal communication skills
• Highly organized with the ability to manage competing priorities in a fast-paced environment
• Ability to collaborate cross functionally
• Attention to detail with a focus on process improvement, accuracy and efficiency.
• Proficient in CRM systems, Google Workspace, and standard business software

Preferred

• Experience in service based industry with CRM Data handling
• Background managing both inbound/outbound voice and digital support environments
• Experience working alongside sales and/or retention teams
• Associate's or Bachelor's degree, or equivalent combination of education and experience

How You Show Up — Our Core Values

• Give A Crap — You take ownership. You don't let things fall through the cracks. Your team feels it, and so do your customers.
• Dig With a Flashlight — You ask the right questions before jumping to solutions. You investigate, you listen, you understand root cause.
• Fight For Simplicity — You build systems that work consistently, not just once. You make the complex manageable for your team.
• Face It, Fix It — You have hard conversations early. You hold your team accountable with care and directness.
• GROW! Fast. — You thrive in change. You help your team grow faster than the business demands of them.

Physical Demands & Work Environment

• Office/contact center environment based in High Point, NC
• Primarily desk-based with extended periods at a computer and on the phone
• Reasonable commute or relocation required prior to start
• Schedule may include occasional early mornings, evenings, or weekends based on operational need

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Health savings account
• Paid sick time
• Paid time off
• Paid training
• Parental leave

Application Question(s):

• Will you now or in the future require sponsorship for employment?
• This position requires operating a company vehicle. Our vehicle insurance policy requires drivers to be at least 21 years of age. Do you meet this requirement?

• Are you currently employed? If currently employed, please provide your current job title, employer name, and dates of employment.

• Have you ever been discharged, asked to resign, or left a position under unfavorable circumstances? If yes, please explain.

• Do you understand and agree that if you are hired, you are required to promptly notify Go-Forth Galaxy of any arrest, criminal charge, conviction, or court-ordered obligation that occurs during your employment that could affect your availability, your ability to perform your job duties, or that involves a felony or crime of moral turpitude? (yes or no)

• What is your email address:

• Have you worked for Go-Forth in the past?

• I certify that the information provided in this application, including my employment history, is true, complete, and accurate to the best of my knowledge. I understand that any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if hired, immediate termination of employment regardless of when discovered. I authorize the company to verify all information provided, including contacting previous employers. (Type your full name)

Work Location: In person

Salary : $60,000 - $70,000