Position Overview

This is a fully remote work-from-anywhere position.

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.

Core Competencies

Technical Acumen & Digital Innovation

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

Effectively communicates SiteCare’s benefits and onboarding process for New Clients
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.

Diversity, Equity & Inclusion

SiteCare is committed to creating a diverse, equitable, and inclusive workplace where all employees feel valued, respected, and empowered to bring their authentic selves to work. We believe that diverse perspectives lead to better solutions and stronger results for our clients. We actively encourage applications from individuals of all backgrounds, experiences, and perspectives, including but not limited to differences in race, ethnicity, national origin, gender identity, sexual orientation, age, socioeconomic status, disability status, and veteran status. Our inclusive workplace supports our team members' growth while fostering innovation.

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