Job Title: Team Lead Account Manager
Reporting To: Client Services Manager
Role type: Permanent
Location: Grand Rapids Office, Michigan (Hybrid 3 days in the office 2 days working from home)
Salary: $55-$60,000 dependant on experience
Having recently joined Amtivo Group in 2022, Orion Registrar is experiencing rapid growth in demand for its auditing services.
We are a US-based certification body, offering a range of popular certifications to both national and international organisations.
As an ANAB-accredited certification body, we enable organisations to demonstrate their commitment to excellence through certifications which verify their ability to operate in accordance with internationally-recognised standards.
We are looking for a Team Lead Account Manager will have a team of 5+ Account Managers reporting into you whilst also managing some clients yourself. You will report into the Client Services Manager.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Serve as the link of communication between clients and internal teams ensuring any issues or opportunities are resolved in a timely manner in line with SLA’s, with minimal impact to the client.
• Resolve any issues and problems raised by clients and deal with complaints effectively and efficiently in line with business KPI’s to maintain trust and client retention targets.
• Act as role model to team members. Offering guidance and support through coaching and mentoring to develop skills and knowledge.

The Team Lead Account Manager is accountable for

• Acting as a single point of contact for a portfolio of clients, develop solid and trusting relationships and offering effective solutions for client needs.
• Negotiating contracts and closing agreements to support the achievement of the business targets and objectives.
• Regularly report on monthly/quarterly client retention rates and client feedback.
• Collaborating effectively with all key internal and external stakeholders to maximize client satisfaction and Amtivo client retention targets.
• Support Client Account Managers with additional training when needed, as directed by the Client Services Manager.
• If required, support client progression activities