Account Manager

Position Overview

The Account Manager serves as the strategic liaison between clients and SiteCare's technical teams, responsible for ensuring exceptional client satisfaction while driving account growth through proactive website maintenance, optimization, and solution development. This role combines technical WordPress expertise with relationship management and leverages modern tools, including AI/LLM technologies, to deliver superior client outcomes.

This is a fully-remote position.

Core Competencies

Technical Acumen

• Demonstrates strong understanding of WordPress ecosystems, including themes, plugins, and optimization best practices
• Proficiently utilizes AI and LLM tools to enhance workflow efficiency, content analysis, and problem-solving capabilities
• Maintains current knowledge of web technologies, SEO practices, and performance optimization techniques
• Effectively uses and optimizes workflows across platforms including Freshdesk, Buddy, ClickUp, and Slack

Client Partnership & Growth

• Develops and maintains strong client relationships while identifying opportunities for account expansion
• Proactively monitors client websites for optimization opportunities and potential issues
• Translates technical concepts into clear, actionable recommendations for clients
• Manages client budgets ranging from $1K to $10K+, ensuring optimal resource allocation
• Creates detailed proposals and quotes for additional services and improvements

Project & Communication Management

• Serves as the primary point of contact for client requests during business hours (9:00 AM - 5:00 PM EST)
• Utilizes both traditional and AI-powered tools for enhanced communication, including screen captures, video recordings, and documentation
• Collaborates effectively with development teams to scope, prioritize, and execute client requests
• Maintains clear documentation of client interactions, technical requirements, and project progress

Key Responsibilities

Client Success Management

• Develops and implements account growth strategies tailored to each client's business objectives
• Conducts regular account reviews to ensure service alignment with client needs
• Monitors and reports on key performance indicators (KPIs) for client websites
• Leverages data analytics and AI insights to provide strategic recommendations

Technical Operations

• Coordinates with development teams to implement maintenance and optimization solutions
• Uses LLM tools to assist in:
  • WordPress analysis and troubleshooting
  • Performance monitoring and reporting
  • Documentation generation and maintenance
• Monitors website performance metrics and suggests improvements

Internal Collaboration

• Partners with development teams to ensure efficient project execution
• Contributes to the improvement of internal processes and procedures
• Shares knowledge and best practices across the team
• Participates in team training and skill development initiatives

Quality Assurance

• Ensures all deliverables meet SiteCare's high-quality standards
• Reviews and tests website changes before client deployment
• Maintains accurate documentation of all client-related activities
• Adheres to and helps evolve best practices and standard operating procedures

Required Skills & Qualifications

Technical Skills

• Proven experience with WordPress and related technologies
• Understanding of web hosting, DNS, and basic server management
• Familiarity with modern AI/LLM tools and their application in web management
• Experience with project management and communication platforms

Professional Skills

• Excellent written and verbal communication abilities
• Strong analytical and problem-solving capabilities
• Proven ability to manage multiple projects and priorities
• Experience in client relationship management and account growth

Tools & Technologies

• WordPress CMS and common plugins
• Project management tools (ClickUp, etc.)
• Communication platforms (Slack, Freshdesk)
• AI/LLM platforms for technical analysis and content optimization
• Documentation and knowledge base systems

Growth & Development

• Actively participates in continuing education and skill development
• Stays current with emerging technologies and industry trends
• Contributes to team knowledge sharing and best practices
• Helps identify and implement process improvements

This position requires a unique blend of technical expertise, client relationship skills, and innovative thinking to deliver exceptional value to SiteCare's clients while driving sustainable account growth.