Account Manager

About the role

The Account Manager supports a defined group of clients by carrying out day-to-day responsibilities, coordinating with cross-functional teams, and following the Strategic Account Manager’s direction and account strategy. This role requires strong communication, organizational skills, and attention to detail in a fast-paced environment.

Responsibilities

• Monitor personal and team inboxes and serve as the primary day-to-day contact for assigned clients
• Build and maintain positive client relationships that reflect Envoy’s commitment to service
• Follow the Strategic Account Manager (SAM) direction when communicating priorities, updates, and next steps
• Support client meetings alongside legal teams and inform the SAM of key updates, concerns, or changes
• Provide timely, accurate, and complete responses to clients and internal partners
• Maintain a positive, professional tone and ensure clients feel supported and informed
• Respond to client questions related to platform functionality, processes, billing, reporting, IT issues, and other needs within expected response timeframes
• Provide accurate and helpful explanations, documentation, and guidance to ensure clients feel supported
• Use good judgment to identify when an issue should be escalated to the Strategic Account Manager
• Communicate escalations in a timely and clear manner to ensure client concerns are addressed appropriately
• Identify and document client concerns, needs, or trends in Salesforce and other shared tracking tools
• Communicate key observations to the SAM, legal partners, and Envoy leadership as appropriate
• Aid in executing projects with internal teams including Operations Support, Onboarding and Offboarding, Sales, Marketing, Product Support, Finance, and Legal
• Coordinate deliverables, timelines, and quality checkpoints under the Strategic Account Manager guidance
• Pull and review client data, including case metrics, expiration tracking, activity levels, surveys, and spend
• Provide observations, recommendations, and follow-up actions where appropriate
• Set up automated reports in MyReports and coordinate with Operations Support for internal and external reporting needs
• Ensure accuracy and clarity in all data shared with clients or internal teams
• Maintain clean and accurate client account information across Envoy systems
• Conduct regular data reviews and address areas that require updates, corrections, or additional verification
• Participate in and occasionally lead client meetings
• Provide updates on data, timelines, and deliverables, and document action items for follow-up
• Aid in preparing materials and presenting assigned sections of Annual Business Reviews in partnership with legal teams and the Strategic Account Manager
• Support data collection, slide preparation, and follow-up on related action items
• Partner with U.S. and global immigration teams to support a unified and coordinated client experience

Requirements

• College degree preferred or relevant work experience
• 2+ years of experience in account management, customer success, and/or client service roles
• Intermediate level proficiency in MS Office Suite
• Experience with utilizing online tools to manage and complete work (Salesforce.com, PowerBi, Zendesk, etc.)
• Experience in corporate immigration is a plus

Qualifications

• Strong communication, organizational skills, and attention to detail in a fast-paced environment

Skills

• Intermediate level proficiency in MS Office Suite
• Experience with utilizing online tools to manage and complete work (Salesforce.com, PowerBi, Zendesk, etc.)

Benefits

This is a fully remote opportunity open to candidates residing anywhere within the U.S.

Pay

ANNUAL SALARY RANGE- $60,000-$75,000