REPUTATION ELEVATION Account Manager Own the relationship. Lead the room. Protect retention. Create growth. Location: New York or New Jersey Work model: Full-time, remote day to day Reports to: Owner / CEO Compensation: Competitive base + performance bonus Please read this entire job description thoroughly, or you may not be able to submit a successful application. ABOUT THE ROLE Most account managers can keep tasks moving. We are looking for the person who can change the temperature of a room. When you join a client call, people should feel calmer, clearer, and more confident. You can listen carefully without becoming passive, push back without becoming combative, sell a recommendation without becoming pushy, and turn a complicated situation into a plan that both the client and the team trust. This is not an order-taker role. It is a relationship, retention, commercial, and leadership role for someone who naturally becomes the person clients look to and teams follow. 1. WHO WE ARE Reputation Elevation is a boutique digital marketing agency focused on ABA therapy and adjacent healthcare practices across the United States. We help providers grow through Meta Ads, Google Ads, SEO and AI visibility, websites and branding, intake improvement, and our Lead Center CRM. Our work matters because our clients are trying to reach families, open locations, hire clinicians, and build sustainable organizations. They are not buying marketing activity; they are trusting us with an important part of their growth. Many of our clients are Orthodox Jewish business owners and leaders, so cultural fluency, good judgment, and the ability to build trust in that community matter in this role. We have a strong niche, a capable international delivery team, and a detailed account-management operating system. The next step is a client leader who can make that system feel personal, premium, and proactive, while allowing the founder to step out of routine client work. 2. THE MANDATE You will run the client services function and serve as the clear owner of the client experience across the portfolio. You own the relationship, the communication, the perceived value of our work, retention, account growth when it genuinely serves the client, and the team's ability to deliver what was promised. You will not be expected to be the deepest technical media buyer or SEO specialist. You will partner with the Director of Account Performance on paid-media strategy and performance, and with the SEO Operations Manager on SEO delivery. Your job is to understand enough to ask the right questions, pressure-test the plan, translate complexity into business language, and lead the client confidently. The standard: Every client knows who owns the relationship. Problems surface before the client has to raise them. The client can see and feel the value. The team knows what happens next. 3. THE QUALITIES THAT MATTER The responsibilities can be taught. These qualities are much harder to teach, and they are the heart of this hire. 1. Confident presence. Warm, polished, and able to take command of a conversation without dominating it. Clients should feel more confident when you are in the room. 2. Persuasive communicator. Explains recommendations clearly, connects them to business goals, handles objections, and earns genuine buy-in. 3. Natural leader. Sets direction, makes decisions, holds others accountable, and inspires confidence from clients and teammates. 4. Relationship intelligence. Reads people well, remembers what matters to them, and builds trust while maintaining appropriate boundaries. 5. Driven by results. Motivated by client retention, account growth, team performance, and measurable business outcomes, not simply completing tasks. 6. Sound judgment and backbone. Knows when to say yes, when to investigate further, and when to respectfully push back in the client's best interest. 7. High standards. Cares deeply about accuracy, preparation, follow-through, and the quality of everything the client experiences. 8. Emotionally steady. Remains calm, constructive, and client-focused during difficult conversations, disappointing results, or high-pressure situations. 9. Operationally rigorous. Organized, process-oriented, and capable of managing many moving pieces without allowing details or commitments to disappear. 10. Direct but diplomatic. Communicates honestly and clearly without becoming abrasive, defensive, or unnecessarily confrontational. 11. Proactive ownership. Does not wait to be chased or told what to do. Identifies risks and opportunities early and moves them toward resolution. 12. Entrepreneurial and resourceful. Learns quickly, finds solutions independently, and approaches the client's business with the care and commercial awareness of an owner. 13. Commercial curiosity. Wants to understand how each client's business actually works: capacity, intakes, payer mix, hiring constraints, locations, goals, and competitive pressures. 14. Initiative and resourcefulness. Researches before escalating, brings options instead of raw problems, learns unfamiliar software quickly, and acts without waiting to be chased. 4. WHAT YOU WILL OWN Client leadership and relationship ownership - Become the primary client leader for operational performance, scope, schedule, routine strategy, and day-to-day decisions. - Lead new-client kickoffs, onboarding, check-ins, monthly reporting conversations, and Quarterly Strategy Reviews with preparation and authority. - Set expectations early, communicate progress and wins, and make the work visible so clients consistently understand what they are receiving and why it matters. - Know each client's goals, business model, personal context, decision-makers, and definition of success well enough to represent their interests internally. - A great account manager is thorough and can read through a long job description carefully. Show us you have what it takes by writing "I know how to lead the room" as the subject of your application email. - Create a premium, human client experience through thoughtful follow-up, milestone recognition, and proactive communication. Retention, recovery, and responsible growth - Maintain a clear portfolio health system and identify churn risk 60 to 90 days before a cancellation conversation whenever possible. - Own the relationship side of account saves: validate concerns, contain the issue, communicate the plan, and partner with technical leaders on the fix. - Translate performance into the outcomes clients care about: qualified leads, scheduled intakes, new cases, staffing capacity, and location growth. - Identify real gaps where an additional service would help the client reach a stated goal; build the case, handle the conversation, and advance the decision. - Ask for referrals, reviews, and testimonials at genuine win moments and turn strong client relationships into organic agency growth. Team leadership and execution - Directly manage channel managers, web development, graphic design, and customer support through clear priorities, communication, and accountability. - Own the ClickUp operating rhythm. Overdue tasks, unclear ownership, and silent bottlenecks become your problem before they become the founder's or the client's. - Coordinate paid media, SEO, creative, web, and CRM work across launches and ongoing delivery without losing the strategic thread. - Forecast capacity, surface resource gaps early, and recommend hiring or workload changes before quality declines. - Protect quality and scope. Catch preventable errors, flag off-brand work, and ensure the final client experience reflects Reputation Elevation's standard. Strategic translation and operating improvement - Turn technical performance analysis into concise client-ready narratives, recommendations, and next steps. - Bring client feedback, intake data, upcoming plans, and business context back to the delivery team so strategy reflects reality. - Maintain account briefs, decision logs, reporting standards, onboarding systems, and reusable playbooks so knowledge never lives only in someone's head. - Spot patterns across the portfolio and help turn them into better services, stronger client education, and useful industry insight. 5. WHAT SUCCESS LOOKS LIKE Within 90 days - Clients recognize you as their clear, credible point person; the founder is no longer needed for routine communication or execution. - You have led the team's weekly rhythm, run 1:1s, and created dependable visibility into priorities, risks, and follow-through. - You have onboarded new clients end to end and established a current health score and next-step plan for every account. - Client meetings are prepared, decisive, and followed by accurate next steps; open loops do not disappear. Within 12 months - You own the client portfolio operationally; the founder participates by exception and at selected high-value moments. - Retention and net revenue retention have improved against the pre-hire baseline, without pushing services clients do not need. - At-risk accounts are identified earlier, save plans are more disciplined, and churn lessons consistently improve the system. - Clients view you as a strategic partner, strong accounts generate referrals and testimonials, and the team runs with a predictable, healthy cadence. - The client-services function is more scalable because the standards, systems, and judgment behind great service are documented and repeatable. 6. EXPERIENCE AND CAPABILITIES Required - New York or New Jersey residency. This is a remote day-to-day role, with availability for occasional in-person client meetings or trade shows in the region. - Relevant experience. One to three or more years in account management, customer service or client services, marketing, or a related field, with a proven history of building client relationships. - Able to manage multiple clients. Experience managing multiple client relationships simultaneously. - Project management. Experience working with deadlines, budgets, and cross-functional teams. - Professional fluency with frum / Orthodox Jewish culture. You understand the calendar, terminology, communication norms, and business context well enough that clients do not need to translate their world for you. This may come from personal, community, or professional experience; no particular religious affiliation is required. - Strong presentation skills. Able to confidently present strategy and performance data. - Exceptional communication. Your written English is precise and natural, and you are polished, persuasive, and comfortable leading owners and senior decision-makers on video and in person. - Systems fluency. You can work confidently in a project-management platform such as ClickUp, Asana, or monday.com; a CRM such as HubSpot, Salesforce, Planhat, or GoHighLevel; and modern communication and reporting tools. - Fast technology learning. You can orient yourself in unfamiliar software, configure tools while a client is watching, and use AI tools productively while recognizing generic, inaccurate, or off-brand output. Especially valuable - Eight or more years in account management, customer success, client services, or agency leadership. You have been the primary relationship owner for a meaningful portfolio or a similar retained-revenue environment. - Copywriting or other marketing experience. - Direct management of at least three people, with examples of coaching, accountability, and performance management, not only project coordination. - Experience handling renewals, expansions, scope conversations, difficult objections, or other moments where trust and revenue were both at stake. - Responsibility for 20 or more client accounts, a seven-figure book of business, or a similarly complex portfolio. - Digital agency experience and working knowledge of Meta Ads, Google Ads, SEO, websites, conversion tracking, and lead management, enough to lead strategic conversations without being the hands-on optimizer. - Experience with ABA therapy, autism services, pediatric healthcare, or another healthcare environment with sensitive-data and compliance considerations. - Experience building an account-management function, operating cadence, or retention program in a founder-led company. 7. WHY THIS ROLE IS DIFFERENT - You will have real ownership. You are not being hired to relay messages between the founder, the client, and the team. - You will be supported by senior technical leadership. You can lead confidently without pretending to be the deepest specialist in every channel. - You will inherit substance, not chaos: a niche, a service team, a detailed operating system, and a founder committed to transferring authority. - You can shape the function. As the agency grows, this role has genuine runway to expand in responsibility, influence, and compensation. - Your work will be visible in the outcomes that matter: trusted relationships, retained revenue, stronger clients, a better team, and a founder no longer needed in every thread. 8. THIS ROLE WILL NOT BE A FIT IF - You want a behind-the-scenes project-management role with limited client leadership. - Your default definition of good service is saying yes to every request. - You avoid sales, renewal, scope, billing, or difficult performance conversations. - You need the founder to make routine decisions, enforce deadlines, or repair relationships after hard calls. - You enjoy relationship building but dislike the systems, documentation, and follow-through that make trust durable. 9. COMPENSATION AND GROWTH This role offers a competitive base salary plus a performance bonus tied to portfolio retention and net revenue retention. We want the person who protects and creates long-term client value to participate in that value. This is already a senior role, with direct access to the owner and meaningful authority over the client-services function. As the portfolio and team grow, there is a clear opportunity for the scope, leadership responsibility, and compensation of the role to grow with them. HOW TO APPLY Include the following in your application: 1. Your resume as a PDF. 2. A two- to three-minute video introducing yourself and explaining why this role is the right next step for you. 3. A concise example of a time you respectfully pushed back on a client or senior stakeholder, and improved the outcome. 4. A concise example of an at-risk relationship you retained, repaired, or grew, including what you personally did. 5. A sentence or two explaining your familiarity with frum / Orthodox Jewish culture and the context in which you developed it. Send your application to: hr@reputationelevation.net HIRING PROCESS 1. Application and video review 2. Initial interview with the owner 3. Live client-scenario conversation 4. Reference checks 5. Final conversation and offer