Account Manager (level 1)

Jonas Software

20h•Remote

About The Position

You are the person a martial-arts school owner, a fitness studio operator, or a specialty-shop merchant thinks of when they think of Member Solutions. Not the platform, not the support line — you. Your job is to make sure every client interaction feels professional, timely, and reliable, and to keep the top ~100 accounts by billing volume feeling like they are being actively cared for, with genuine understanding of their operations and challenges. You'll own the account-management motion across a book of ~500 clients, drive a small number of specific cross-team processes to completion end-to-end, and build the operational muscle — with AI leverage — that lets one person cover this current book size. Growth beyond it would justify additional hires.

Requirements

Relentless about closing loops in writing.
Proactive in managing client relationships and noticing when clients fall out of their expected rhythm.
Believes process documentation is essential for scaling.
AI-fluent or actively becoming AI-fluent, comfortable using AI tools for efficiency.
Humble and able to escalate issues quickly.
Ability to manage ~100 top-tier accounts mentally and triage the other ~400 by pattern.
Comfortable with hands-on work and direct client issue resolution.
Familiarity with HubSpot CRM.
Proficiency in Microsoft Teams for internal communication.
Experience with AI assistants like Claude Desktop/Claude Code for drafting and summarizing.
Experience with Azure DevOps (ADO) for submitting bugs.
Familiarity with SharePoint for document storage.
Experience with Amazon Connect (inbound phone system).
Experience with CallHero for call analysis.
Experience with Cancellor (member self-service cancellation portal) for reviewing escalations.
Experience with MegaMind (internal knowledge base).
Experience with Anny for client website analytics.
Familiarity with APS / Cubiic (billing and revenue-recovery systems).
Ability to learn and utilize MCP tooling.
Customer Focus (Lominger #15): Dedicated to customer expectations and requirements, uses first-hand customer information for improvements, acts with customers in mind, establishes and maintains effective customer relationships, gains their trust and respect.
Action Oriented (Lominger #1): Enjoys working hard, action-oriented and full of energy for challenges, seizes opportunities, not fearful of acting with minimum planning.
Process Management (Lominger #52): Skilled at figuring out necessary processes, organizing people and activities, separating and combining tasks into efficient workflow, knowing what and how to measure, simplifying complex processes, achieving more with fewer resources.
Interpersonal Savvy (Lominger #31): Relates well to all kinds of people, builds rapport, constructive and effective relationships, uses diplomacy and tact, diffuses high-tension situations.
Drive For Results (Lominger #53): Exceeds goals, consistently a top performer, bottom-line oriented, pushes self and others for results.
Learning on the Fly (Lominger #32): Learns quickly, versatile learner, open to change, analyzes successes and failures for improvement, experiments to find solutions, enjoys unfamiliar tasks, quickly grasps essence and structure.

Nice To Haves

Experience with a 35-year-old billing platform serving martial arts schools, fitness studios, and specialty member-based businesses.

Responsibilities

Ensure every client interaction feels professional, timely, and reliable.
Actively care for the top ~100 accounts by billing volume, with a genuine understanding of their operations and challenges.
Own the account-management motion across a book of ~500 clients.
Drive a small number of specific cross-team processes to completion end-to-end.
Build operational muscle with AI leverage to cover the current book size.
Deliver client happiness through four pillars: Responsiveness, Effective problem-solving, Building a self-healing MCP brain, and Bridging service and software.
Manage ~500 clients, with ~100 high-touch accounts requiring proactive contact and tailored value reports.
Handle ~400 mid-tier and long-tail accounts, leveraging AI for semi-personal outreach.
Own the seam between client need and MSI's ability to deliver, including cross-team processes and client-facing artifacts.
Maintain and contribute to the MegaMind MCP knowledge base.
Execute outbound cadence for the top ~100 accounts, including structured discovery and bespoke cadence.
Conduct discovery for the wider book of ~400 clients, prioritizing problems and revenue retention.
Perform meaningful contact with clients, which includes documented records of current concerns and structured discovery conversations.
Own and report on weekly leading-metric reports, including response speed, expectation-setting rate, resolution rate, backlog trend, and outreach discipline.
Manage cancellations escalated beyond self-serve.
Handle transfer of ownership workflows.
Support R&D or Product with deep product issues.
Collaborate with the Chief Growth Officer on tough negotiations and retention save-attempts for top accounts.