Customer Account Manager

Who We're Looking For

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.…