Role Purpose
- Support the Account Management function by ensuring strong administrative coordination, client follow-up discipline, governance preparation, reporting accuracy, collections tracking, renewal visibility, and account-management process execution.
- This role exists to improve operational efficiency within the Account Management team by ensuring account information is current, actions are followed through, client meetings are coordinated, and reporting remains accurate and timely.
- The Assistant Account Manager serves as the operational backbone of the Account Management function, allowing the Account Management Lead to focus on client relationships, escalations, retention, and commercial outcomes.
Reports To
Account Management Lead
Key Interfaces
- Account Management Lead
- Strategic Account & Growth Lead
- Finance
- Product
- Delivery / PSM
- Support
- Client stakeholders where required
Why This Role Matters
- As the client base grows, Account Management requires strong operational support to maintain governance cadence, reporting accuracy, collections visibility, renewal tracking, and follow-up discipline.
- This role improves consistency, responsiveness, and execution quality across the account portfolio.
Key Responsibilities
Account Administration & Coordination
- Maintain account-management trackers and account records.
- Update account-health reports and dashboards.
- Maintain client contact and stakeholder records.
- Ensure account documentation remains current and accessible.
Governance & Meeting Coordination
- Schedule governance meetings, service reviews, and client check-ins.
- Prepare meeting packs, agendas, and supporting documentation.
- Capture meeting minutes and action items.
- Track action completion and escalate overdue items.
Reporting & Visibility
- Prepare weekly and monthly account-management reports.
- Maintain escalation, risk, and renewal trackers.
- Produce account-health summaries for leadership review.
- Support account-review preparation and reporting.
Collections & Renewal Support
- Track outstanding invoices and collections status.
- Coordinate payment follow-ups with Finance and Account Management.
- Maintain renewal calendars and renewal-readiness trackers.
- Escalate overdue collections and renewal risks.
Client Communication Support
- Coordinate routine client communications.
- Follow up on outstanding actions and client requests.
- Track response commitments and delivery dates.
- Support onboarding and transition communications.
Commercial Support
- Track smaller upsell opportunities and account-growth activities.
- Maintain opportunity trackers and supporting documentation.
- Assist with proposal coordination for smaller commercial opportunities.
- Escalate larger commercial opportunities to the Account Management Lead.
What the Role Owns
- Account-management administration
- Governance coordination
- Meeting preparation and documentation
- Action-tracking discipline
- Collections and renewal tracking
- Account reporting and visibility
- CRM and tracker hygiene
- Client follow-up coordination
What the Role Does Not Own
- Client escalation ownership
- Strategic account decisions
- Major commercial negotiations
- Revenue target ownership
- Strategic opportunity management
- Executive stakeholder management
- Delivery management
Key Outputs / Deliverables
- Weekly account-health report
- Governance calendar
- Action tracker
- Escalation tracker
- Renewal tracker
- Collections tracker
- Meeting minutes and action logs
- Client contact register
- Account dashboard updates
- Monthly operational summary
Required Skills / Competencies
- Strong organizational skills
- High attention to detail
- Excellent written communication
- Strong follow-up discipline
- Good stakeholder coordination ability
- Proficiency in CRM and reporting tools
- Strong administration and documentation skills
- Ability to manage multiple priorities simultaneously
- Financial and collections awareness
- Process-oriented mindset
What Good Looks Like
- Reports are accurate and always up to date.
- Governance meetings are prepared and executed smoothly.
- Actions are tracked and closed on time.
- Collections and renewals are highly visible.
- Account managers spend less time on administration.
- Client requests and commitments are followed through consistently.
- Leadership has reliable visibility into account performance.
Common Failure Modes
- Poor tracker hygiene.
- Incomplete reporting.
- Missed follow-ups.
- Weak meeting preparation.
- Inaccurate account records.
- Delayed escalation of overdue actions.
- Poor collections visibility.
- Inconsistent renewal tracking.
