Account Manager

**Role** We are seeking a motivated, upbeat and results-driven person who wants to serve Gym Owners grow their business. **Responsibilities** Client Relationship Management - Own all assigned accounts with a maximum portfolio of 30 accounts - Serve as the primary point of contact and trusted advisor - Conduct strategic calls based on client preference and service level - Send weekly happiness survey to all clients you manage - Maintain proactive communication cadence - Celebrate client wins and sales milestones Strategic Account Growth - Develop and execute account retention strategies to increase client lifetime value - Identify upselling and cross-selling opportunities to increase client lifetime value - Present data-driven insights and recommendations during client meetings - Coach clients on marketing strategies including paid and organic tactics - Coach clients on sales strategies to improve lead nurture and lead conversion Performance Monitoring & Reporting - Track and report on key client metrics - Monitor client communication signals including tone, body language, response time, and non-verbal cues - Maintain detailed client health scores and churn risk assessments - Provide weekly performance summaries to leadership team Internal Coordination - Serve as the communication bridge between clients and internal delivery teams - Coordinate with fulfillment teams to ensure seamless service delivery - Escalate technical issues and client concerns to appropriate department heads - Participate in cross-functional team meetings and strategic planning sessions Client Success & Retention - Implement retention strategies during critical client lifecycle phases - Address client objections and concerns using the "Question First" methodology - Execute vanguarding techniques to resolve concerns before they become problems - Maintain detailed documentation of client preferences, communication styles, and business objectives - Serve as the primary point of contact and trusted advisor for all client communications - Conduct bi-monthly, monthly, or quarterly strategic calls based on client preference and service level - Send weekly happiness survey to all clients you manage - Maintain proactive communication cadence including 2x monthly direct messages and scheduled check-ins - Celebrate client wins and sales milestones **REQUIREMENTS** Experience & Background - 2+ years of account management, customer success, or client relationship management experience - Previous experience in digital marketing agencies, gym owner or gym manager - Demonstrated track record of managing 20+ client accounts simultaneously - Experience with gyM/Fitness industry clients is a plus but not required Technical Skills - Proficiency in CRM systems (GoHighLevel/GHL) - Experience with project management tools (ClickUp) - Comfortable with Google Workspace (Calendar, Drive, Sheets) - Strong understanding of digital marketing concepts (Meta Ads, social media content, SEO, PPC, etc) - Ability to interpret marketing performance data and KPIs - Strong understanding of sales process and ways to improve lead nurture and lead conversion - Strong knowledge of how to create irresistible offers Communication & Interpersonal Skills - Exceptional written and verbal communication skills - Ability to adapt communication style to different client personalities and preferences - Experience conducting video calls and presentations with business owners - Conflict resolution and problem-solving capabilities - Cultural awareness for working with diverse client base Mindset & Work Style - **Proactive vs. Reactive**: Must demonstrate proactive communication and anticipate client needs - **Coach vs. Consultant**: Ability to ask strategic questions to help clients reach their own conclusions - **Growth Mindset**: Comfortable with ambiguity and continuous learning in evolving industry - **Time Management**: Strong organizational skills with ability to manage multiple priorities and deadlines **RESULTS & KPIs** Primary KPIs - Client Retention Rate: Maintain 95%+ annual retention rate - Net Churn Rate: Keep monthly churn below 5% of total MRR - Account Growth: Upsell one client per month (GR Marketing only) to dual services - Client Testimonial: Get 1 customer per month to film testimonial video or write a review on FB page. Secondary KPIs - Response Time: Maintain sub-4 hour response during business hours - Client Health Score: Keep 85%+ of accounts in "green" health status - Client Satisfaction: Achieve 8.5+ average NPS score across managed accounts Activity Metrics - Communication Touchpoints: Complete 2x monthly proactive outreach to all accounts - Strategic Calls: Conduct scheduled calls with 100% of accounts per their cadence preference **SUCCESS FACTORS** What Great Looks Like - Clients proactively refer new business because of exceptional relationship management - Internal teams seek your input on client strategy because of deep account knowledge - Y