Account Manager (US Timezone)

We are looking for a proactive and client-focused Account Manager to join our team and support clients operating in the US region. The ideal candidate will have prior experience in client-facing roles, ticket intake and triage, and coordination with support engineers and vendors. You’ll serve as the key point of contact for assigned clients, ensuring smooth communication, timely resolution of issues, and high client satisfaction.

Location: Remote / India
Shift: US Timezone (EST / CST / PST as applicable)
Employment Type: Full-time Consultant
Experience : 2+ years

Key Responsibilities:

• Act as the primary point of contact for US-based clients, managing day-to-day communication and relationships.
• Handle ticket intake, triage, and assignment to the appropriate support engineers or technical teams.
• Coordinate with vendors, clients, and internal teams to ensure timely issue resolution and smooth operations.
• Track, monitor, and report on ticket SLAs, progress, and client satisfaction metrics.
• Facilitate weekly metrics reviews, monthly RCAs (Root Cause Analysis), and runbook improvements with technical teams.
• Escalate critical incidents promptly and ensure proper follow-up and closure.
• Work closely with the operations and support teams to streamline workflows and improve service delivery.
• Maintain updated documentation and logs of client communications, requests, and escalations.
• Support account growth by understanding client needs and proactively identifying improvement opportunities.

Requirements:

• Bachelor’s degree in Business, IT, or a related field.
• 2+ years of experience in Account Management, Customer Success, or Technical Support Coordination.
• Prior experience in ticket management systems (e.g., Jira, ServiceNow, Zendesk, or Freshdesk).
• Strong understanding of incident triage, prioritization, and escalation processes.
• Excellent communication and coordination skills — both verbal and written.
• Ability to work independently during US business hours.
• Strong organizational and multitasking abilities with attention to detail.

Experience coordinating with vendors and third-party support teams is a plus.