Account Manager, Futwork (Remote)

Job Title

Account Manager

Location

Mumbai, India

Experience

3-4 years

About the Company

Futwork is a fast-growing, fully remote / hybrid (as required) service provider specializing in voice / non-voice BPO, customer / client support, operations, and related services. We serve clients across multiple verticals including logistics, fintech, ed-tech, banking, subscription services, etc. Futwork emphasises strong client relationships, high operational quality, and account growth.

Job Summary

As an Account Manager at Futwork, you will be the primary point of contact between our clients and our internal teams. You will be responsible for ensuring client satisfaction, managing deliverables, driving account performance and growth, resolving issues, and ensuring smooth execution of service delivery.

Key Responsibilities

• Maintain and strengthen relationships with assigned clients; understand their needs, expectations, and business objectives.
• Serve as the client's advocate internally; coordinate with operations, quality, delivery, technical, and other teams to ensure commitments are met.
• Monitor account performance metrics (KPIs), track deliverables, ensure SLAs are adhered to, and drive improvements where needed.
• Identify upsell / cross-sell opportunities and collaborate with sales / business development teams to grow accounts.
• Proactively resolve client concerns or issues; escalate whenever necessary.
• Provide regular reporting to clients and internal stakeholders—status updates, performance analytics, forecasts, and feedback.
• Ensure smooth onboarding for new clients (if applicable), including defining project scope, timelines, deliverables, and expectations.
• Maintain a high level of customer satisfaction; solicit feedback and continuously work to enhance the client experience.
• Stay updated on market / industry trends relevant to the client's business to advise them and help them leverage new opportunities.

Required Skills & Qualifications

• 3-4 years of experience managing client accounts, preferably in BPO / voice or non-voice operations / service delivery.
• Strong communication skills (verbal & written); ability to coordinate across teams and with senior client stakeholders.
• Good understanding of service level agreements (SLAs), key performance indicators (KPIs), quality metrics, and operational delivery.
• Problem-solving mindset; ability to foresee issues and proactively mitigate them.
• Account growth / upsell experience is a plus.
• Strong organizational skills; ability to manage multiple clients / projects concurrently.
• Analytical mindset: comfortable with numbers, dashboards, reporting.
• Team player with ability to work in fast-paced, dynamic environment.

Desired Attributes / Soft Skills

• Client-centric attitude
• Proactive, self-motivated and accountable
• Detail-oriented, yet able to see the bigger picture
• Adaptability to changing priorities and environments
• Ability to maintain calm under pressure

Education

• Bachelor's degree in Business, Management, Communications, or related field preferred