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Account Manager
Location: Remote or In-Person
Time Zone: Mountain, Central, or Eastern
Employment Type: Full-Time
About WolfeCo Media
WolfeCo Media is a growing marketing and advertising agency specializing in helping construction and home service companies generate more leads, grow revenue, and build stronger brands.
We’re looking for an Account Manager who will own the client relationship once onboarding is done – the person clients trust to actually follow through, every time.
This is not a position for someone who checks in occasionally and hopes nothing falls through the cracks.
We need someone who runs a tight book of client relationships, documents every request, closes every loop, and spots a churn risk before it becomes a cancellation – without the CEO having to step in to save an account.
Your job is to make sure every client feels taken care of, every request gets tracked to closure, and every renewal conversation starts from a position of trust, not damage control. It’s a relationship-heavy job, which will be deeply satisfying for the right person.
Responsibilities
Client Relationship Management
- Own our current book of 13 clients with capacity to manage 25-30
- Run live monthly review meetings with every client in your book
- Be the client’s primary point of contact from the day they sign the contract
- Build enough trust with each client that they come to you before they think about leaving
- Spot at-risk or churn signals early and escalate before renewal risk becomes real
- Represent the client’s interests internally with Production/Ops
- Coordinate with Production/Ops on deliverable timelines and quality before anything reaches the client
- Log every client request as a ticket in Teamwork and follow it through to closure
- Respond to all inbound client emails same business day
- Keep ticket backlog current – nothing sits untouched for days without an update
Client Experience
- Maintain client experience touches: welcome kits, appreciation gifts, check-in cadence
- Make sure every client interaction reflects well on WolfeCo, not just the deliverable itself
- Catch small issues before they become complaints
Reporting & Accountability
- Report client health and retention status weekly to leadership
- Track churn risk, open tickets, and renewal timing across the full book
- Flag accounts that need leadership attention before the relationship is in trouble
Who We’re Looking For
We’re looking for someone with real client-facing experience, not someone looking for their first account management role. You should have experience managing an active book of client relationships in a fast-paced environment.
Ideal candidates will have:
- 1-2+ years of account management, client success, or agency account coordination experience
- Experience managing 20+ client relationships at once without dropping details
- Comfort with Teamwork (or a similar PM tool), Google Drive/Docs, and Slack
- Excellent written and verbal communication, especially with an upset or anxious client
- Strong organizational skills – you have your own system for not forgetting things
- The instinct to spot a problem before the client has to point it out
- The discipline to close every loop, even the small ones
- A calm, steady presence under pressure
STANDARD OPERATING PROCEDURES
Client Relationship Cadence
- Daily: Check Teamwork for new/aging tickets; respond to all inbound client emails same business day.
- Monthly: Run a live review meeting with every client in your book – status, wins, open items, upcoming plans.
- Quarterly: Run an in-depth Quarterly Business Review (QBR) with each client going over previous quarter wins and losses and focusing/getting sign-off on upcoming initiatives.
Ticket Management
- Logging: Every client request becomes a ticket in Teamwork the same day it’s received.
- Follow-through: Every ticket is followed to closure – no ticket sits unowned or unexplained.
- Escalation: Anything blocked more than 2 business days gets flagged to Production/Ops leadership.
Churn Risk Monitoring
- Watch for: slow response times from the client, declining engagement, repeated complaints, budget conversations, or a client going quiet.
- Document and escalate at-risk accounts to leadership before the next renewal conversation.
General SOP-Building Framework (for any new process)
- Walk the process step-by-step.
- Document who/what/when/how/tools used.
- Identify decision points and escalation triggers.
- Format as a checklist anyone can follow.
- Record a Loom video for complex steps.
60-90 DAY ONBOARDING PLAN
Days 1-30 (Learn)
Learn our agency, teammates, culture, Teamwork, service delivery process, and client history across the book. Shadow existing client accounts and meetings. Take over ticket intake/response for at least half the book. Meet every client at least once (intro call).
Days 30-60 (Own)
By day 30 (or sooner), own 100% of monthly client review meetings. Zero missed same-business-day response SLAs. Submit first churn-risk report to leadership.
Days 60-90 (Lead)
Full ownership of the account book. Under 5% of tickets older than 5 business days. First full month with zero unplanned client cancellations attributable to service gaps.
90-Day Objectives + Key Results (OKRs)
- Own 100% of monthly client review meetings by day 60.
- Maintain same-business-day response SLA across the full book.
- Deliver a churn-risk report to leadership by day 60, and monthly after.
- Post-90 targets: under 5% ticket backlog older than 5 business days; 100% of book receiving monthly reviews; zero cancellations traced to a dropped ticket or missed follow-up.
Application Process
Please read this carefully. Your application should demonstrate that you understand what this role requires and why you’re the person who can do it.
Submit:
- Your resume
- Your LinkedIn profile
- A Loom video with your answers to the following:
- Please explain why you’re a strong fit for this specific role.
- A client emails you upset about a missed deadline. Walk us through exactly what you would do in the first hour, and what you’d say to the client.
- Tell us about a time you inherited a messy or neglected set of client relationships. What was wrong, what did you change, and what was the measurable result?
- One of your accounts has gone quiet – fewer replies, less engagement, no complaints either. How do you figure out if this is a churn risk, and what do you do about it?
- Describe your personal system for managing 25+ active client relationships without anything falling through the cracks. Be specific – we want to know how you actually do it, not just that you’re organized.
- A client wants something your team can’t realistically deliver on the current timeline or budget. How do you handle that conversation without damaging the relationship or overpromising?
Candidates who make it through this first round will then submit a short client-scenario exercise designed to see how you actually think. Details to follow for those who qualify.
Compensation
Competitive salary based on experience and qualifications
3 weeks vacation
Flex schedule
Continual learning and education
Growth opportunities within a team that genuinely enjoys working together
Access to Seven Figure Agency
Operations Manager
Location: Remote or In-Person
Time Zone: Mountain, Central, or Eastern
Employment Type: Full-Time
About WolfeCo Media
WolfeCo Media is a growing marketing and advertising agency specializing in helping construction and home service companies generate more leads, grow revenue, and build stronger brands. Right now, we’re a generalist agency that is niching down into home services, specifically HVAC and plumbing. We offer the following services: website builds, SEO/AI visibility, social media, Meta and Google Ads, email marketing, content creation (blog, photo, video, drone), and reporting.
We’re looking for an experienced Operations Manager who can take ownership of the day-to-day operations of our agency and ensure our team consistently executes at a high level.
This is not a position for someone who simply keeps a task list updated.
We need someone who can look across the business, see what is coming, identify problems before they become problems, hold people accountable, improve systems, and keep the team moving without requiring the CEO to be involved in every decision.
Your job is to make sure the right people are doing the right things, at the right time, to the right standard. It’s a big job. It’s also a fun job for the right person!
Note: As the person proves themselves in this role – reliable delivery, a well-run team, clean process – this position is designed to grow into Director of Operations, taking on bigger-picture ownership and working alongside a Production Manager who handles implementation.
Responsibilities
Team Workflow & Project Management
- Own the day-to-day workflow and production schedule across the agency
- Assign tasks based on priorities, skill sets, deadlines, and individual workloads
- Monitor deadlines and ensure projects stay on schedule
- Identify workload imbalances and redistribute work when necessary
- Plan and initiate project workflows when new projects or client requests come in
- Make sure every project has clear ownership, deadlines, and next steps
- Proactively identify bottlenecks and resolve them before they impact clients
- Keep projects moving when team members are blocked or priorities change
Team Leadership & Accountability
- Run weekly team meetings
- Maintain a simple team scorecard showing what is on track, off track, or at risk
- Follow up on missed deadlines and commitments
- Hold team members accountable without creating unnecessary bureaucracy
- Establish clear expectations around communication, deadlines, and quality
- Become the first point of escalation for internal operational issues
- Make reasonable day-to-day decisions without unnecessarily involving the CEO
The goal is simple: Josh (CEO) should not have to manage the team’s daily workflow. You should.
Quality Control
- Review completed projects before they reach the client when appropriate
- Ensure deliverables meet our quality standards
- Check projects against client-specific requirements and expectations
- Catch errors, omissions, inconsistencies, and missed details
- Establish repeatable quality-control processes
- Track recurring mistakes and implement solutions to prevent them from happening again
Systems & Standard Operating Procedures (SOPs)
- Build, document, and maintain SOPs
- Identify inefficient or unnecessary processes
- Continuously improve how work moves through the agency
- Turn recurring problems into documented systems
- Ensure team members actually follow established processes
- Create systems that allow WolfeCo to scale without adding unnecessary complexity
Hiring & Onboarding
- Develop onboarding checklists and training processes for new employees
- Ensure new employees understand our systems, expectations, tools, and workflows
- Help new hires become productive as quickly as possible
- Identify gaps in our onboarding process and improve it as we grow
Who We’re Looking For
We’re looking for an experienced operator, not someone looking for their first management opportunity. You should have experience managing workflows, projects, people, or operations in a fast-paced environment.
Ideal candidates will have:
- 3+ years of relevant professional experience, preferably in agency operations, project management, marketing, advertising, SaaS, professional services, or another fast-paced service business
- Experience managing multiple projects and competing priorities simultaneously
- Experience managing the workload of a team
- Excellent people skills and a desire to serve those you lead
- Strong organizational and time-management skills
- Excellent written and verbal communication
- Strong attention to detail
- The ability to identify problems before someone has to point them out
- The confidence to hold people accountable
- Strong judgment and decision-making ability
- Experience creating and improving SOPs and operational systems
- Experience using project management and collaboration software (eg. ClickUp, Teamwork, etc)
- The ability to work independently without constant direction
- The ability to operate calmly when things get busy
- A bias toward action and problem-solving
STANDARD OPERATING PROCEDURES
Day-to-Day Team & Project Management
Daily: Run a 15-minute team standup (yesterday / today / blockers). Check the delivery calendar in the PM tool; flag anything at risk of slipping.
Weekly: Run a team meeting — scorecard, priorities, open issues, to-dos. Update project timelines/milestones in the PM tool; every task gets a clear deadline and named owner.
Operations Management
Monitoring KPIs: Track project/ops KPIs in the PM tool; report weekly to CEO (capacity, deadlines hit/missed, open hires, blockers).
Process improvement: Document and roll out improvement initiatives surfaced through team collaboration.
Quality control: Spot-check deliverables against client standards before the client sees them.
General SOP-Building Framework (for any new process)
- Walk the process step-by-step.
- Document who / what / when / how / tools used.
- Identify decision points and escalation triggers.
- Format as a checklist anyone can follow.
- Record a Loom video for complex steps.
Escalate to CEO
Financial decisions (spend, pricing, contracts). Hiring/firing final decisions. Client-facing escalations beyond a standard retention play. Anything touching company vision/strategy.
60–90 DAY ONBOARDING PLAN
Days 1–30 (Learn)
Learn company systems (PM tool, Slack, etc). Meet the team to understand current workflows. Observe project/team meetings. Start assisting on and coordinating smaller projects.
Days 30–60 (Own)
Take ownership of day-to-day team management – standups, task assignment, deadlines. Implement early workflow improvements.
Days 60–90 (Lead)
Fully own day-to-day operations and team coordination. Roll out process optimizations identified in the first 60 days. Begin taking on broader operational visibility (budgets, capacity planning) as groundwork for growth toward Director of Operations.
90-Day Objectives + Key Results (OKRs)
Run daily standups and weekly team meetings independently by day 30.
Manage 3+ medium-scale projects with no major delays.
Deliver a process-improvement report by day 90.
Post-90 targets: under 5% budget overruns across projects; 85%+ on-time deadline rate; ship at least one major time- or cost-saving process improvement.
Application Process
Please read this carefully. Your application should demonstrate that you understand what this role requires and why you’re the person who can do it.
Submit:
- Your resume
- A short cover letter explaining why you’re a strong fit for this specific role
- Your LinkedIn profile
- A Loom video with your answers to the questions below
- You start your Monday morning and discover that three client projects are behind schedule, one team member is overloaded, and another team member has unexpected availability. Walk us through exactly what you would do in the first 60 minutes.
- Tell us about a time you inherited a disorganized team, workflow, or process. What was wrong, what did you change, and what was the measurable result?
- One of our team members is consistently missing deadlines, but they’re also one of our best performers creatively. How would you handle the situation? Walk us through your approach from the first conversation through escalation if the problem continues.
- Josh is currently the person everyone goes to when they have a question, problem, or decision to make. How would you go about getting Josh out of the day-to-day weeds without creating unnecessary bureaucracy or slowing the team down?
- Imagine you discover that the same mistake has been made on three different client projects over the past month. What would you do? We want to know how you’d approach the immediate problem, determine the root cause, and prevent it from happening again.
Candidates who make it through this first round will then submit a short operational exercise designed to see how you actually think. Details to follow for those who qualify.
Compensation
- Competitive salary based on experience and qualifications
3 weeks vacation - Continual learning and education
- Growth opportunities within a team that genuinely enjoys working together
- Access to Seven Figure Agency