Account Manager

Looking for candidates from the Philippines
Position: Account Manager
Work hours: 8:30AM - 5:00PM Melbourne Time
Compensation range: AU$3,000/month

At RunRemote our mission is to help connect the top-rated remote talent with the world's best job opportunities. Our key markets and clients are located in the US, AUS, UK & Canada just to name a few. All of our roles are full-time and 100% remote, cutting out the daily commute, and providing top-rated talent with the best job opportunities, all from the comfort of their home. 

About our client
Our client is a global energy management platform that helps businesses save money, reduce emissions, and simplify energy administration.

Through its Energy Marketplace, the platform connects businesses with below-market energy rates while streamlining the switching and billing process for both clients and energy retailers. Additionally, its Business Intelligence and Modelling Tools provide advanced reporting and insights, helping organisations track costs, emissions, and identify high-ROI energy upgrades in a fraction of the usual time.

About the role
Our client is seeking an organised, proactive, and detail-oriented Account Manager to help scale and optimise their growing account management function. Working closely with the Key Accounts Lead, you'll oversee the day-to-day operations of smaller multi-site clients, handle account escalations, and manage complex case resolutions across their largest accounts.

As part of a fast-growing startup, this is a hands-on role and you'll play a key part in driving customer loyalty by resolving daily client requests, leading communications, and ensuring a seamless experience across all touchpoints.

Responsibilities:

• Autonomy & Escalation: Handle most day-to-day coordination and bill-related issues independently. Escalate only when faced with a serious churn risk or a large-scale problem requiring a strategic plan with the Key Accounts Lead.
• Retention & Risk Management: Own the Sub-VIP segment. Proactively assess account health using key churn indicators (e.g., low engagement, high support volume) to manage the Sub-VIP portfolio.
• Complex Problem Solving: Handle complex client challenges (e.g., disputed bill charges), which includes pushing back on retailers, coordinating bill re-issues, and confidently assuring clients of resolution.
• Offshore Team Coordination: Coordinate the admin team on data tasks. This requires upskilling and briefing the admin team on data preparation and database inputs.
• Customer Advocacy: Manage the portfolio via frequent, personalized phone-based quarterly check-ins and oversee the Sub-VIP Zendesk flow for high-touch customer care.
• Strategic Reporting: Confidently categorize and report on account health, providing qualitative insights and performance analysis to leadership.

Requirements:

• At least 5 years of experience in Account Management, Account Coordination, or a senior support role. 
• Experience in Australian, NZ, or UK companies is highly preferred for cultural alignment.
• Comfortable working in a fast-paced, startup-like business environment.
• Required experience with Zendesk and Close CRM. Proficiency in G Suite and Notion (SOPs/documents) is a plus.
• Must be a quick learner who thrives in ambiguity, capable of thinking on one's feet to piece together information and solve problems..
• Exceptional native-level written and verbal English skills required. Must be professional yet possess the emotional intelligence to address clients with confidence and empathy, especially regarding the sensitive topic of utilities.
• Deep understanding of the importance of retention within a segment that is both highly profitable and high-churn.
• Exceptional attention to detail is essential for coordinating complex data/invoicing tasks across multiple teams and managing a large client portfolio.

 Nice to have:

• Experience in the energy industry or other technical service sectors.
• Familiarity with or other CRM/marketing communication tools.
• Basic SQL skillset for analysing datasets and account metrics.
• Experience leveraging AI tools to enhance client communication and automate workflows.

Benefits (Inclusive in the given salary range):

• $50 Internet Allowance
• $50 HMO allowance
• 20 days Paid Time Off