Account Manager, Support & Onboarding | Bankrate
About The Position
This role is open to remote or hybrid candidates (East Coast preference), with hybrid being central to our New York, NY or Charlotte area offices. Must be able to work Eastern Standard Time hours. The Account Manager, Support & Onboarding plays a critical role within the Customer Success Home Lending team. This role is responsible for leading the onboarding experience for new partners and delivering high-quality, reactive support for existing accounts. They ensure a seamless partner launch, drive fast time to value, and maintain strong, trust-based relationships through responsive issue resolution and cross-functional coordination. This role works closely with the primary Account Manager (AM) assigned to each account and Customer Success Managers (CSMs) to support overall account health, retention, and growth.
Requirements
- 3–5 years of experience in Support, Onboarding, Account Management, or Customer Success — preferably within financial services, fintech, or media partnerships.
- Experience using Zendesk, Intercom, or similar ticketing/support platforms to manage inbound requests, triage issues, and track resolution.
- Strong written and verbal communication skills with the ability to build credibility and trust with partners and internal stakeholders.
- Highly organized with strong prioritization skills; able to manage multiple tickets, onboarding timelines, and deliverables simultaneously.
- Comfortable navigating complex internal systems and translating technical details into clear, partner-friendly communication.
- Proactive mindset with a strong sense of ownership and accountability.
Responsibilities
- Lead the onboarding of new partners, managing the end-to-end account setup process to ensure a seamless and timely launch.
- Serve as a subject matter expert on Bankrate systems and partner-facing tools, providing technical guidance, troubleshooting, and issue triage.
- Deliver reactive support for active accounts, resolving partner inquiries and escalating issues as needed to ensure timely resolution.
- Act as a liaison between partners and internal teams, facilitating clear communication around campaign updates, performance questions, and operational changes.
- Coordinate cross-functional collaboration with Sales, Product, Marketing, Data, and Operations to ensure successful onboarding and ongoing support.
- Identify process improvement opportunities that enhance efficiency, partner engagement, and overall service quality.
Benefits
- Health Insurance Coverage (medical, dental, and vision)
- Life Insurance
- Short and Long-Term Disability Insurance
- Flexible Spending Accounts
- Holiday Pay
- 401(k) with match
- Employee Assistance Program
- Paid Parental Bonding Benefit Program
- Flexible Paid Time Off (PTO): We believe time to rest and recharge is essential. That’s why we offer a generous and flexible PTO policy. Full-time employees accrue 20 days of PTO for a full calendar year annually, with an increase to 25 days after five years of service.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
