The Junior Account Manager plays a hybrid role within the Account Management organization, splitting time between owning a book of small accounts and supporting broader customer success operations. This person will manage renewals, run basic Business Reviews, and handle customer support escalations for their portfolio, reporting directly to the Head of Account Management.
This is an excellent opportunity for someone early in their career who is passionate about customer success and Google Workspace technology, and who wants to build a foundation in account management with a clear path to growth.
Key Responsibities
- Account Ownership: Manage a portfolio of small accounts end-to-end, including renewal tracking, usage reviews, and monthly/quarterly customer touchpoints.
- Renewal Management: Own the renewal cycle for assigned accounts, track upcoming renewal dates, prepare quotes and licensing recommendations, and coordinate with Sales and Operations to close renewals on time.
- Customer Communication: Provide timely, clear communication to customers regarding upcoming renewals, licensing changes, or Workspace edition recommendations.
- Business Reviews: Prepare and deliver basic Business Reviews, presenting usage data, adoption trends, and license optimization recommendations to customer stakeholders.
- Upsell & Growth: Identify and pursue upsell opportunities such as GCP Support Plans, HiView Paid Support Plans, Gemini Enterprise, or Workspace edition upgrades, partnering with Account Executives on larger opportunities.
- Support & Escalations: Serve as the first point of contact for account-related questions (billing, licensing, admin console) and provide white-glove support, escalating technical issues to the appropriate internal team as needed.
- Account Health: Monitor portfolio health and adoption metrics, proactively flagging at-risk accounts and coordinating retention efforts.
- CRM & Reporting: Maintain accurate, up-to-date account records, renewal pipelines, and activity logs in the company CRM.
- Cross-Functional Collaboration: Work closely with Onboarding, Support, and Sales teams to ensure smooth transitions across the customer lifecycle.
Qualifications
Required
- High School diploma or equivalent.
- Desired: Bachelor Degrees in Computer Science / Information Technology, Business Administration, Marketing
- 1–2 years of experience in customer support, onboarding, training, or account management.
- Working knowledge of Google Workspace (user management, Gmail/Drive/Calendar basics, admin console familiarity) and general familiarity with Generative AI tools.
- Strong written and verbal communication and presentation skills, especially in live virtual settings.
- Proven ability to manage multiple accounts and competing priorities simultaneously.
- Excellent English (written and spoken).
- Comfortable working with CRM and ticketing tools (e.g., Salesforce, HubSpot, or similar).
Preferred
- Experience working at a Google partner, MSP, or SaaS-focused organization.
- Hands-on experience with Generative AI tools (e.g., Claude, Gemini) including building custom skills/agents or prompt engineering.
- Familiarity with renewal or subscription-based business models.
Who You Are
- Organized, proactive, and eager to learn.
- A natural communicator who enjoys helping users understand tools and get more value from their technology.
- Detail-oriented — you remember renewal dates, customer context, and follow-ups without being reminded.
- Comfortable working in a fast-paced environment with changing priorities.
- Motivated by customer outcomes, not just ticket closure.
Growth & Development
This role is designed as a launchpad into full Account Management. Junior Account Managers who demonstrate strong renewal performance, portfolio ownership, and customer satisfaction are considered for promotion to Account Manager, with an expanded portfolio and increased strategic responsibility.
Send a resume to [email protected].