Direct Account Manager

About the role

...

Responsibilities

list of duties. - Requirements -> maybe combine Experience and Minimum Qualifications? Could have Requirements section for experience/education. But we also have Qualifications section for minimum qualifications. Skills maybe from minimum qualifications list. Better to follow typical: Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have: - Responsibilities: core job duties list. - Requirements: Experience (Bachelor's degree + 2 years etc) maybe also Work Authorization, Travel Required? Travel maybe part of Schedule? Travel is separate but could be in Schedule? Actually Schedule section is for work schedule (full-time/part-time, hours). Not present. Travel is not schedule. Could be omitted or put in Responsibilities? Probably not. - Qualifications: Minimum Qualifications list. - Skills: maybe from Minimum Qualifications (communication, problem-solving etc) but we could also have Skills section derived from those. - Benefits: Not explicitly listed. There's mention of isolved benefits link but not details. So we should NOT create Benefits section because no specific content. - Pay: Not specified. So omit. - Schedule: Not specified (no mention of full-time/part-time, hours). So omit. Thus we will have sections: About the role, Responsibilities, Requirements, Qualifications, Skills. We need to ensure we don't repeat job title as heading. We need to preserve all substantive information. Let's extract details. About the role: The summary/objective paragraph. Responsibilities: list each duty from Core Job Duties. Let's list them: - Manage customer accounts and relationships. - Manage incoming calls, emails, and chats. - Provide customer service support. - Resolve customer complaints and issues. - Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance. - Develop and nurture strong relationships with key stakeholders within client organizations, acting as the main point of contact for inquiries, issues, or escalations. - Proactively engage with clients to understand their evolving needs, challenges, and objectives; provide insights and recommendations on how isolved products and services can address their goals and drive value. - Identify opportunities for account expansion and upselling based on client needs and usage patterns; collaborate with the sales team to execute upsell strategies. - Monitor client usage and adoption of products and services; develop and implement strategies to drive increased usage and value realization. - Serve as the voice of the client within the organization, advocating for client needs, feedback, and feature requests to internal teams including product development and customer support. - Proactively manage client renewals by demonstrating ongoing value and ROI; address potential churn risks and work to mitigate them. - Track and analyze key performance metrics related to client satisfaction, usage, and retention; provide regular reports and updates to internal stakeholders. - Collaborate with internal teams including sales, marketing, product, and support to ensure a seamless client experience. - Conduct product demonstrations and training sessions. - Generate leads and follow up on inquiries. - Negotiate contracts and agreements with customers. - Prepare and distribute memos, emails, and reports. - Schedule appointments and maintain calendars. That's all. Job Complexity, Interaction, Supervision: maybe we could incorporate into Responsibilities or a separate section like "Job Complexity" but not standard headings. Probably ignore as not required. Experience: "Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience." Minimum Qualifications list: - High school diploma or equivalent. - Ability to complete milestones and work toward multiple deadlines simultaneously. - Adaptability in a fast-paced environment. - Adherence to company and departmental policies. - Ability to assist with managing escalated issues, keeping the manager informed throughout the process. - Attention to detail. - Ability to build strong customer relationships. - Excellent written and verbal communication skills. - Confidence in decision-making and the ability to explain processes or choices. - Ability to work collaboratively in a team environment. - Strong problem-solving skills with a proactive approach to addressing client needs. - Ability to manage multiple clients and priorities simultaneously. - 5+ years of background or drug screening experience with a significant emphasis on daily client interactions. Additional Preferred Qualifications: - Bachelor's degree preferred. - Excellent interpersonal skills with the ability to build rapport and trust with clients. Physical Demands: - Prolonged periods of sitting at a desk and working on a computer. - Must be able to lift up to 15 pounds. Travel Required: - Yes, up to 15% domestic travel may be required. Work Authorization: - Employee must be legally authorized to work in the United States. FLSA Classification: - Salaried, exempt. Location: - Remote - any approved U.S. states. Effective Date: - July 1, 2026. About Isolved: description. We need to include About Isolved? Possibly as part of About the role? Could be separate section "About the company". Not in allowed headings list but we could include as "About the role" only. The instructions say use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should stick to those. So we can put company description maybe under About the role? But About the role is supposed to be summary/objective. Could we add another paragraph about company? Might be okay but risk of adding content not under allowed heading? The instruction: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., meaning those are examples, not exclusive? It says "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect only those headings. So we should not add other headings like About Isolved. We could incorporate Isolved description into About the role paragraph? Might be okay but could be considered adding extra content not originally there? The About Isolved is substantive info about company; we should preserve it. Where to put? Could be under About the role as a second paragraph? Might be acceptable. Alternatively we could omit it, but that would lose substantive info. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." So we must keep it. So we need a place to put it. Since we cannot create a new heading not in list, we could put it under About the role as additional paragraph after the summary. That seems plausible. Similarly, Effective Date maybe could be placed under About the role as a note? Or maybe under Responsibilities? Not appropriate. Could we put it under Requirements? Not really. Could we put it under Qualifications? Not really. Could we put it under Skills? Not. Maybe we can create a section "About the role" and include both summary and company description and effective date as separate paragraphs. That would preserve all. Similarly, Location, Travel Required, Work Authorization, FLSA Classification could be placed under Requirements? Or maybe under Qualifications? Not ideal. But we have to preserve all substantive info. We could create a section "Requirements" that includes experience, education, work authorization, travel, location, FLSA classification? Those are more like job details rather than requirements. However the instruction says we can use those headings as examples; we could also add other headings if needed? It says "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The "e.g." suggests those are examples, not an exhaustive list. So we could add other headings like "Job Details" if needed. But to be safe, maybe we can create a section "Job Details" for location, travel, work authorization, FLSA, effective date. However the instruction didn't forbid other headings, just gave examples. It didn't say we cannot use other headings. It said use

for section headings (e.g. ...). So we can use other headings as needed, but we should follow the pattern. Thus we can create sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Job Details (or Additional Information). That would preserve all. But we need to avoid creating sections with filler text. We have real content for each. Let's decide: - About the role: summary/objective + About Isolved description + Effective Date maybe. - Responsibilities: list of duties. - Requirements: Experience (Bachelor's + 2 years etc) maybe also Minimum Qualifications? Actually Minimum Qualifications are more like qualifications. We'll separate. - Qualifications: Minimum Qualifications list. - Skills: Additional Preferred Qualifications? Or we could put skills from Minimum Qualifications (communication, problem-solving etc). But we already have those in Qualifications. Could combine. Better: Requirements: Experience and Education (Bachelor's + 2 years). Qualifications: Minimum Qualifications list. Skills: Additional Preferred Qualifications (Bachelor's preferred, interpersonal skills). Physical Demands, Travel Required, Work Authorization, FLSA Classification, Location could go under Job Details. Let's do: - About the role: summary/objective + About Isolved + Effective Date. - Responsibilities: duties list. - Requirements: Experience paragraph. - Qualifications: Minimum Qualifications list. - Skills: Additional Preferred Qualifications list. - Job Details: Physical Demands, Travel Required, Work Authorization, FLSA Classification, Location. We need to ensure we don't create sections with filler like "commensurate with experience". We have real content. Now produce HTML. We'll wrap each section in

heading then content. For lists, use

• . For prose, use

  . We must not include or tags. Let's craft. About the role:

  The Direct Account Manager is responsible for building and maintaining strong, long-lasting relationships with clients. The primary goal of this role is to ensure client satisfaction, retention, and expansion by understanding client business needs and providing strategic guidance on how to leverage isolved products and services effectively.

  Isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity,