Manager, Mid-Market Account Management

FareHarbor•Honolulu, HI

5d•$100,850 - $151,276•Hybrid

About The Position

The Manager of Account Management Hawaii is a high-impact leadership role responsible for leading a team of 8-10 Account Managers who support both Enterprise and Mid-Market clients across the Hawaiian Islands. This team oversees a critical portfolio of FareHarbor clients and plays a central role in retention, growth, product adoption, and long-term partnership success in the market. This role requires a leader who can combine strategic market leadership with strong day-to-day management. You will create leverage through coaching, clear operating rhythms, and scalable processes while knowing when to go deep on a key client, escalation, or opportunity. You will help the team deliver proactive, consistent, high-quality support and ensure FareHarbor remains a trusted, strategic partner to our Hawaii clients. The ideal candidate thrives in a fast-paced environment, communicates the why behind changing priorities and understands the complexities in the Hawaiian market. They consistently build a culture of ownership, urgency, continuous learning, and customer-centricity.

Requirements

Ideally 5+ years of Account Management or equivalent client facing experience experience, with 3+ years in a people leadership or mentorship role, preferably in a SaaS or tech-enabled environment.
Strategic thinking and the ability to synthesize data, identify patterns, and prioritize effectively.
Excellent coaching and mentoring skills with a demonstrated ability to make others better.
Strong process orientation and the ability to scale success through playbooks, tools, operating rhythms, and frameworks.
Excellent communication and stakeholder management skills across functions and levels, including the ability to explain the why behind decisions and change.
A customer-centric mindset and ability to build durable relationships across a diverse client base.
Ability to balance empathy and accountability while holding a high bar for performance and client outcomes.
A bias toward action and continuous improvement, with a focus on team enablement and client impact.
Ability to work effectively in a rapidly changing environment that requires strong multitasking, judgment, and prioritization.
Innovative, motivated, confident, organized, high-energy team player with a growth mindset.
Must be authorized to work in the United States for this position.

Responsibilities

Coach, mentor, develop, and manage a team of 8-10 Account Managers across Enterprise and Mid-Market portfolios.
Build a high-performing team culture that values ownership, results, continuous learning, and strong client relationships.
Set a consistent management cadence that creates accountability, supports professional development, and celebrates strong performance.
Provide direct, structured feedback that recognizes strengths and addresses performance gaps with clarity, care, and urgency.
Use data to identify coaching opportunities, remove barriers, and course-correct quickly when team or individual performance is off track.
Partner with Commercial Training and cross-functional leaders to support efficient team upskilling and adoption of new tools, processes, and strategies.
Drive progress toward FareHarbor's north star for client growth: Net Retained Revenue, with a clear understanding of the drivers of retention, expansion, contraction, and account health.
Help Account Managers prioritize their portfolios based on client risk, opportunity, engagement, and value to FareHarbor - and know when to go deep.
Guide proactive client strategies that strengthen retention, product adoption, and expansion across the Hawaii market.
Lead or support strategic client communications and problem solving for accounts at risk of churn due to escalation, functionality, service issues, or competitive pressure. When in doubt, pick up the phone.
Build scalable systems that reinforce strong client relationships while empowering Account Managers to serve as trusted advisors.
Monitor and guide team workflows to ensure client coverage, consistency, quality, and timely follow-through across Enterprise and Mid-Market accounts.
Use performance and client data to identify trends, surface risks early, and uncover opportunities to improve both client and FareHarbor performance.
Allocate team resources thoughtfully across strategic projects, market initiatives, client escalations, and periods of changing demand.
Lead initiatives that refine internal workflows, improve efficiency, and create greater clarity for Account Managers.
Lead the team through evolving processes, strategies, and organizational shifts while maintaining alignment with broader business goals.
Maintain a strong understanding of the Hawaii market and bring relevant client insights, opportunities, and blockers to leadership and cross-functional partners.
Serve as a key liaison between the Hawaii Account Management team and leadership, surfacing insights, blockers, and opportunities clearly and proactively.
Collaborate effectively with fellow managers and cross-functional partners to align on priorities, client strategy, individual expectations, and team goals.
Communicate team performance, project progress, market context, and client needs with structure, clarity, and purpose.
Foster transparency and trust through regular team communication that connects day-to-day work to broader company goals.