Account Manager

About the job Account ManagerLive conversations. Real relationships. Real results.

Hi! We're Smartsourcing, and we're hiring a full-time, remote Account Manager to lead a portfolio of clients — resolving billing and technical queries, running proactive check-ins, and nourishing accounts that keep clients around and growing.

About The Role

As an Account Manager, you'll take end-to-end ownership of a portfolio of client accounts on a real estate marketing and automation platform serving real estate offices. This is account nourishment, not customer service — you'll be the front-line response for billing and technical queries, but the bigger job is running proactive check-ins, catching risk early, delivering onboarding and product coaching, and identifying opportunities to grow the relationship. The business is scaling — a little past startup — so processes still evolve as the team grows. The role suits someone outgoing, charismatic, product-curious, and doesn't lose their cool when a client pushes back.

Key Responsibilities

Client Support & Query Resolution

• Serve as the first line of response for client billing concerns and technical issues
• Triage severity, resolve within SLA, and see each case through to a clean close-out
• Route deeper issues to the Support team with useful context
• Perform lightweight platform maintenance to keep assigned accounts healthy
• Keep records of client interactions current in the CRM so nothing falls through the cracks
  
  

Account Portfolio Management & Nourishment

• Own a book of real estate office clients across AU/NZ and the US
• Run proactive check-ins, usage reviews, and health scoring so at-risk accounts surface before they churn
• Hold regular touchpoints with each account and flag churn-risk or expansion conversations early
• Prioritise time so high-risk and high-value accounts get the right level of attention
• Coach clients on how to maximise product usage and get the most value from the platform
• For at-risk accounts, address concerns proactively and work through retention options in coordination with the Client Success Manager
  
  

Onboarding & Product Training

• Deliver onboarding sessions for new clients — walking them through how to actually use the product
• Run training sessions for existing clients as needs evolve or features roll out
• Tailor conversations to each client's use case and level of familiarity
  
  

Growth & Expansion

• Nourish client relationships through consistent, warm engagement that deepens usage and trust
• Identify expansion opportunities inside existing accounts through account reviews and everyday conversations
• Coordinate with internal teams to close expansion opportunities
  
  

Artificial Intelligence (AI) Readiness and Digital Enablement

• Maintain role-relevant AI literacy — evaluate and use AI-supported tools for account health monitoring, client communication drafting, and portfolio prioritisation
• Use approved AI tools and digital platforms in line with company policies, data privacy, and client confidentiality obligations
• Identify opportunities where AI-enabled automation could improve onboarding, account review, or churn detection workflows
• Complete all required AI readiness trainings within the agreed cycle
  
  

What You'll Need To Succeed Qualifications

• Account management or customer success experience — you've held a portfolio of accounts and been responsible for retention, nourishment, and growth (not just ticket resolution)
• Strong product-learning instincts — you pick up how a product actually works and can guide clients to use it well. Prior product or technical support experience is a big plus.
• Outgoing and charismatic — energised by client conversations, not drained by them
• Composed under pushback — you don't lose your cool when a client complains, and you can move a hard conversation toward a resolution
• Strong written and verbal English communication for meetings, calls, training, and email
• SaaS background preferred, especially in real estate SaaS, PropTech, or marketing automation. Alternatively, account management in a large service business (e.g., telco, ISP) where you've held a portfolio at the "account nourishment" level rather than customer service.
• Comfortable in a scaling business where SOPs evolve as the team grows
• Confident owning outcomes and raising blockers early, without needing hand-holding
• Able to translate product features and technical detail into practical client value
• A bachelor's degree in a relevant field (e.g., Business, Marketing, Industrial Engineering) is advantageous but not required if experience checks out
• Certifications in client success, account management, or CRM platforms are a bonus
  
  

Tools

• CRM platforms — required (experience with HubSpot, Salesforce, or similar is a plus)
• Microsoft Office and/or Google Workspace — required
• Video conferencing tools (e.g., Zoom, Google Meet) for client meetings and training
• Familiarity with email marketing / marketing automation platforms is a plus
• Any experience with presentation tools (e.g., Google Slides, PowerPoint, Canva) is a bonus
  
  

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

About

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Work-from-home setup (so your home office actually works)
• Night shift differential for evening schedules
• Smartsourcing Exclusives (deals made just for you)
• Community give-back programs and personal development workshops
• And so much more!
  
  

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Renew, retain, grow — one great conversation at a time. Apply now.

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