Note: The job is a remote job and is open to candidates in USA. Member Solutions, a Jonas Software business, provides billing platform solutions for martial arts schools, fitness studios, and specialty member-based businesses. The Account Manager owns a book of approximately 500 clients, with a focus on client happiness, responsive issue resolution, proactive engagement with high-touch accounts, cross-team coordination, and translating recurring client needs into knowledge-base, automation, or product improvements.
Responsibilities
- Make sure every client interaction feels professional, timely, and reliable, and keep the top ~100 accounts by billing volume feeling like they are being actively cared for, with genuine understanding of their operations and challenges
- Own the account-management motion across a book of ~500 clients
- Drive a small number of specific cross-team processes to completion end-to-end
- Build the operational muscle — with AI leverage — that lets one person cover this current book size
- Inbound signal caught same-day
- Hard problems have clear written expectations to resolution within 24 hours
- The client's need flows end-to-end across every team it touches, or it gets handed off cleanly with the client knowing exactly what happens next
- Loops close in writing
- Hot potatoes escalate fast
- Every recurring client question, every repeated process step, every cross-team seam-break gets captured into a shared knowledge base and evolved into an MCP or automation where it moves the metric
- You are the primary input to this brain and its steward
- When a client's need can be solved in the software today, you show them, with real coaching
- When it can't yet, you gather the evidence (which clients, what pain, what dollar value at risk) and route it to R&D through the RCB pipeline
- When something you're doing outside the platform is really working — a report clients keep asking for, a workflow that consistently delights, an insight that changes their behavior — you flag it: "should this exist in the platform?"
- You are the mechanism that turns real client friction and real client delight into either a solved problem now or a shipped product improvement soon
- Connecting: the client's need flows end-to-end and never stalls waiting for someone to notice it
- Awareness: CXSM knows which other-team processes exist, when they trigger, what they need as input
- Feedback upstream: when the underlying process is breaking CX, you notify the actual process owner with a specific, evidence-backed observation — not a complaint
- Chasing unclear questions to resolved: cross-team ambiguity doesn't die in a Teams DM
- Know what exists: which reports, dashboards, and outputs MSI already has, and how to retrieve them
- Match to client: right artifact, right client, right cadence
- Ship the stopgap: when the client needs something MSI doesn't have yet, use AI tooling to build a "good enough" version now
- Flag for graduation: when the AI stopgap is really working (all four criteria from pillar 4), route it to R&D as a "should this exist in the platform?" candidate
- Every reusable answer, process shortcut, and "here's how we handle X" note lands here
- You make meaningful contact with all 100 top-tier accounts at least once
- By end of day 60, you know each client by name, business, and current concerns — AND you know the cadence each of them actually wants
- For the top ~100, you execute against what each client told you: a priority-ranked list drives which accounts get worked each week — at-risk signals, active concerns, and strategic weight move accounts up
- No top-100 account goes silent by default, and every client is receiving the exact cadence they expect for their business — neither less nor more
- Beyond the top ~100, discovery continues into the wider ~400 book — problems first, then revenue retention next
- You identify the pattern, help shape the outreach, and take the connections that come back — turning silence-that-isn't-a-signal into a targeted opportunity
- Documentation happens through MSI's internal capture tooling and templates
- You're expected to use them as designed and to actively contribute to their improvement as you find gaps
- You collect them, you report them weekly, you own the trend
- Review cancellation escalations, not routine cases
- Take calls through Amazon Connect, with response speed measured across every channel including this one
- Use CallHero to prep for calls, spot commitment-breaks, and catch churn signals
- Feed and query the MegaMind internal knowledge base
- Use Anny analytics on client website and search performance when a client asks "how are we doing?"
- Convert a manual process into an MCP workflow so it runs 5× faster next time
Skills
- ### Who succeeds * Relentless about **closing loops in writing.** Every conversation ends with "here's what happens next, by when, from whom." * **Allergic to letting accounts drift silently.** You know each top-100 client's rhythm — some weekly, some monthly, some quarterly — and you notice the moment one falls out of their rhythm. * Believes process documentation is not bureaucracy — it's how you sleep at night and how the team scales. * **AI-fluent or actively becoming AI-fluent.** Uses Claude Desktop daily. Knows HubSpot. Learns MCP tooling. * **Humble about hot potatoes** — escalates fast, doesn't hero-mode. * Can hold ~100 top-tier accounts in your head without dropping any, and triage the other ~400 by pattern. * Comfortable with **massive hands-on work.** This is a doer role, not a manager role. Every day is real client issues, real process work. ### Competencies we're hiring for ----------------------------- Framed against the Lominger Standard 67 Competency framework. These are the six that map most tightly to how this role actually succeeds. If you recognize yourself in most of them, we should talk. ### 1. Customer FocusLominger #15 The whole point of the role. Not just supporting customers — dedicated to their expectations and requirements, gets first-hand customer information, uses it for improvements in products and services, acts with customers in mind, establishes and maintains effective relationships with customers, gains their trust and respect. ### 2. Action OrientedLominger #1 Enjoys working hard; action oriented and full of energy for the things seen as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. This is a doer role, not a manager role. Every day is real client issues, real process work. ### 3. Process ManagementLominger #52 Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can simplify complex processes; gets more out of fewer resources. The whole one-person-covering-500-clients thesis depends on this. ### 4. Interpersonal SavvyLominger #31 Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. ### 5. Drive For ResultsLominger #53 Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. The 90-day pass/fail trial and the "100 top-tier connected by day 60" milestone both live here. ### 6. Learning on the FlyLominger #32 Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. This is what "AI-fluent or actively becoming AI-fluent" means in Lominger terms. Interested?
Benefits
- Remote-friendly
- Standard company bonus applies separately.
Company Overview