What are the responsibilities and job description for the Associate Account Manager position at Spectrio?
Description
As a leading provider of comprehensive digital signage solutions, Spectrio empowers clients to transform their business locations into modern, dynamic destinations for customers and employees.
Headquartered in Tampa, Florida, and serving more than 150,000 global client locations across industries including automotive, healthcare, and financial services, Spectrio consistently ranks among the fastest-growing and largest companies in the Tampa Bay area.
As part of the Tampa Bay Business Journal’s “Fast 50” and “Tampa Bay 200,” as well as being honored 11 times on the Inc. 5000. Spectrio’s digital signage software has received praise for its features and ease of use by reviewers on Capterra and G2, as well as winning multiple awards for creative content, technology, and innovation!
For more information, visit www.Spectrio.com.
This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply.
Primary Objective: The Associate Account Manager is responsible for managing a high-volume portfolio of Tier 4 client accounts, focused on retention, responsiveness, and overall customer experience. This role owns day-to-day client relationships, ensures timely issue resolution, and identifies opportunities to maintain and grow accounts where appropriate.
This is a fast-paced role requiring strong time management, prioritization, and the ability to effectively manage multiple client interactions daily.
Responsibilities include:
Client Relationship Management:
- Serve as the primary point of contact for a high-volume book of Tier 4 client accounts
- Build and maintain strong client relationships through customer empathy and relationship management, active communication, and consistent follow-up
- Proactively engage clients to understand needs, address concerns, and ensure high levels of customer satisfaction (CSAT/NPS)
- Manage a large number of client interactions daily while maintaining quality and responsiveness
Account Retention & Growth:
- Drive account retention by quickly addressing issues, reducing churn, and improving overall account health
- Identify and act on upsell and cross-sell opportunities using negotiation and objection handling skills
- Use data-driven decision making and account insights to prioritize efforts and improve performance
Client Support:
- Respond to client inquiries and resolve issues efficiently, ensuring a strong time to resolve escalations
- Handle challenging conversations and work to turn around at-risk accounts
- Escalate complex or high-impact issues when needed
Service Coordination:
- Collaborate cross-functionally with internal teams (support, product, billing, etc.) to resolve client needs
- Ensure requests and issues are tracked and completed in a timely manner
- Maintain clear communication with clients throughout the resolution process
Reporting & Account Management:
- Maintain accurate and up-to-date records in CRM systems
- Track and manage key account metrics including gross and net retention rate
- Utilize data to prioritize workload and improve account outcomes
Requirements
- Bachelor’s degree preferred; equivalent practical experience will be considered
- 2–5 years in customer success, account management, or retention-focused roles
- Strong communication, negotiation, and problem-solving skills
- Ability to handle difficult conversations and turn around challenging situations
- Experience working with CRM tools (e.g., Salesforce, Zendesk, etc.)
- Analytical mindset with the ability to interpret customer data and trends
- This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply.
Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement.
Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.