Account Manager

Role Overview:

The Account Manager is responsible for end-to-end operational ownership, client relationship management, and performance delivery of the program. This role serves as the primary point of contact between Latham and internal stakeholders, ensuring operational excellence, SLA attainment, scalability during ramp periods, and strong client confidence.

The Account Manager will lead cross-functional coordination across Operations, QA, WFM, Training, Recruitment, and Support teams to ensure seamless delivery and continuous improvement.

Key Responsibilities:

Client & Stakeholder Management

• Act as the primary client-facing lead for the Latham account
• Build and maintain a strong, trusted partnership with Latham stakeholders
• Lead business reviews, performance discussions, and strategic alignment sessions
• Proactively communicate risks, action plans, and performance updates

Operational Leadership