Senior Account and Operations Manager
About our company
We are a B2B lead generation firm that connects businesses with high-quality prospects. Our clients rely on us to deliver targeted leads that fuel their sales pipelines.
This role is critical to maintaining strong client relationships and running operations without bottlenecks. We need a Senior Account Manager to ensure smooth client onboarding, efficient lead delivery, and quick issue resolution.
Job Responsibilities:
1. Client Onboarding: Manage client onboarding from start to finish, including CRM testing, lead routing, expectations-setting, and check-ins.
2. Lead Delivery Workflows: Set up and audit lead delivery workflows to ensure leads are routed, received, and followed up on properly.
3. Client Support: Act as the first point of contact for clients, fielding questions, ensuring adoption, and spotting red flags.
4. Return Requests: Monitor and process client lead return requests, identify patterns, and flag issues related to client misuse or internal breakdowns.
5. Analytics and Recommendations: Track return reasons and usage metrics to recommend changes that improve lead quality and client results.
6. Troubleshooting: Troubleshoot delivery and setup errors, coordinating with internal teams and clients as needed.
7. Process Improvement: Recommend and implement improvements to reduce manual work and improve speed, clarity, and outcomes.
8. Record Maintenance: Maintain clean records on lead flow status, return tracking, client health, and account activity.
Requirements:
* Experience in client success, sales operations, or B2B account coordination.
* Strong systems thinker who understands the 80/20 principle and can focus on leverage over motion.
* Hands-on experience with CRMs like Salesforce, HubSpot, or Zoho (not just using them — ideally setting up or auditing automations and workflows).
* Comfort with fast-paced, ever-changing priorities — and the ability to organize and self-prioritize without constant oversight.
* Strong communicator with high attention to detail and a clear writing style.
* Experience building playbooks, spotting inefficiencies, and improving process performance.
* Familiarity with tools like Airtable, Slack, Apollo, or Zapier is a plus.