Account Manager/Team Lead

METROPLEX 360 RCS LLC; Poland; On-site; PLN 215,749 - 269,687; Full time

Benefits offered by this job

401(k) matching

Health insurance

Home office stipend

Paid time off

Job summary

METROPLEX 360 RCS LLC in Poland is seeking a Customer Portfolio Manager to enhance the success and retention of assigned customers. This role involves close customer relationship management and oversight of service delivery, ensuring efficiency and accuracy while identifying growth opportunities. The ideal candidate will have strong commercial ownership skills and the ability to analyze performance metrics effectively. Flexible work-from-home options are available, with a compensation range of $60,000 to $75,000 per year.

Qualifications

• Experience in managing customer portfolios effectively.
• Proven track record of improving customer satisfaction and retention.
• Strong analytical skills to monitor KPIs and GPM.

Responsibilities

• Own customer relationships and lead escalation processes.
• Ensure service delivery meets SLAs and KPIs.
• Identify opportunities to boost Gross Profit Margin.

Skills

Customer relationship management

Commercial ownership

Performance analysis

Issue resolution

Cross-functional collaboration

Job description

• 401(k) matching
• Health insurance
• Home office stipend
• Paid time off

Role Purpose

Own the success, retention, profitability, and growth of an assigned customer portfolio. This role combines hands‑on execution, commercial ownership, and team leadership to ensure customers are serviced accurately, efficiently, and within SLA, while continuously improving Gross Profit Margin (GPM) and identifying expansion opportunities.

Key Responsibilities

Customer Ownership & Relationship Management

• Serve as the primary point of contact and escalation owner for assigned customers
• Build trusted, long‑term customer relationships through consistent communication and delivery excellence
• Lead quarterly customer meetings (QBRs) to ensure alignment, gather feedback, and identify risks and growth opportunities
• Proactively identify and manage at‑risk accounts and develop mitigation or recovery plans
• Work closely with customers to monitor billing, scope alignment, and service expectations, ensuring accuracy, transparency, and timely resolution of billing‑related issues
• Act as the primary point of contact for internal escalations related to assigned accounts, coordinating cross‑functional resolution while maintaining clear customer communication
• Lead customer‑facing escalations when issues arise, taking ownership of communication, expectation management, and resolution in partnership with leadership as needed

Service Delivery, KPIs & SLA Accountability

• Ultimately accountable for ensuring all client work is delivered accurately, efficiently, and within agreed SLAs
• Review key performance indicators (KPIs) at least bi‑monthly, including SLA compliance, turnaround times, error rates, and rework
• Work closely with Post‑Production (PP) and internal teams to ensure deliverables meet or exceed customer expectations
• Own issue resolution, escalations, and corrective actions

Commercial Ownership & Gross Profit Margin (GPM)

• Monitor Gross Profit Margin trends across the assigned customer portfolio
• Identify and execute opportunities to improve GPM through:
  • Scope alignment
  • Pricing discipline
  • Efficiency improvements
  • Reduction of rework and exceptions
• Escalate pricing, scope creep, or margin erosion risks to leadership with data‑backed recommendations

Reporting, Analysis & Insight

• Produce customer‑facing reports including KPIs, trends, and performance insights
• Prepare quarterly review materials highlighting value delivered, service performance, and improvement initiatives
• Use data to inform decisions, recommendations, and prioritization

Marketing, Education & Customer Communication

• Create a customer‑facing bulletin or newsletter article at least once per month
• Develop content focused on:
  • Customer education
  • Service awareness
  • Cross‑sell and up‑sell opportunities
• Ensure content is engaging, relevant, and worthwhile for customers
• Maintain, segment, and grow a customer recipient list
• Collaborate with leadership to align messaging with strategic priorities
• Contribute to and execute an annual plan for monthly content themes and ideas
• Develop, mentor, and coach Scheduling Specialists and Senior Scheduling Specialists
• Leverage the Senior Scheduling Specialist for analysis, escalation handling, and succession planning
• Ensure clear task delegation, accountability, and SOP adherence across the account team
• Support onboarding, training, and continuous improvement

Success Measures

• Customer retention and satisfaction
• SLA compliance and delivery accuracy
• Revenue stability and growth within portfolio
• Gross Profit Margin improvement
• Quality and consistency of reporting and insights
• Engagement and effectiveness of customer communications
• Development and readiness of Senior Scheduling Specialists

Flexible work from home options available.

Compensation: $60,000.00 - $75,000.00 per year