Direct Account Manager

Job Description

Direct Account Manager

P2

Summary/Objective

The Direct Account Manager is responsible for building and maintaining strong, long-lasting relationships with clients. The primary goal of this role is to ensure client satisfaction, retention, and expansion by understanding client business needs and providing strategic guidance on how to leverage isolved products and services effectively.

Core Job Duties

• Manage customer accounts and relationships.
• Manage incoming calls, emails, and chats.
• Provide customer service support.
• Resolve customer complaints and issues.
• Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance.
• Develop and nurture strong relationships with key stakeholders within client organizations, acting as the main point of contact for inquiries, issues, or escalations.
• Proactively engage with clients to understand their evolving needs, challenges, and objectives; provide insights and recommendations on how isolved products and services can address their goals and drive value.
• Identify opportunities for account expansion and upselling based on client needs and usage patterns; collaborate with the sales team to execute upsell strategies.
• Monitor client usage and adoption of products and services; develop and implement strategies to drive increased usage and value realization.
• Serve as the voice of the client within the organization, advocating for client needs, feedback, and feature requests to internal teams including product development and customer support.
• Proactively manage client renewals by demonstrating ongoing value and ROI; address potential churn risks and work to mitigate them.
• Track and analyze key performance metrics related to client satisfaction, usage, and retention; provide regular reports and updates to internal stakeholders.
• Collaborate with internal teams including sales, marketing, product, and support to ensure a seamless client experience.
• Conduct product demonstrations and training sessions.
• Generate leads and follow up on inquiries.
• Negotiate contracts and agreements with customers.
• Prepare and distribute memos, emails, and reports.
• Schedule appointments and maintain calendars.

Job Complexity

Developing professional expertise. Beginning to focus on attaining proficiency in one or more areas of their role. Applies company policies and procedures to resolve a variety of issues.

Interaction

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Supervision

Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

Experience

Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.

Scope

N/A

Discretion

N/A

Minimum Qualifications

• High school diploma or equivalent.
• Ability to complete milestones and work toward multiple deadlines simultaneously.
• Adaptability in a fast-paced environment.
• Adherence to company and departmental policies.
• Ability to assist with managing escalated issues, keeping the manager informed throughout the process.
• Attention to detail.
• Ability to build strong customer relationships.
• Excellent written and verbal communication skills.
• Confidence in decision-making and the ability to explain processes or choices.
• Ability to work collaboratively in a team environment.
• Strong problem-solving skills with a proactive approach to addressing client needs.
• Ability to manage multiple clients and priorities simultaneously.
• 5+ years of background or drug screening experience with a significant emphasis on daily client interactions.

Additional Preferred Qualifications

• Bachelor's degree preferred.
• Excellent interpersonal skills with the ability to build rapport and trust with clients.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Salaried, exempt

Location

Remote - any approved U.S. states

Internal Job Title

Direct Account Manager

Effective Date

July 1, 2026

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.