Account Manager

About the role

Usuhoh.com is a fast‑growing managed services provider looking for a remote Account Manager who blends client relationship ownership with hands‑on Level 1 IT support. You will be the primary human contact for clients, turning vague issues into clear, actionable plans while fixing everyday technical problems.

Key responsibilities

• Manage around ten client accounts, maintaining regular check‑ins and updates.
• Translate vague requests (e.g., “our tools are a mess”) into concrete plans with next steps.
• Serve as the first point of contact when incidents occur, handling password resets, 2FA lockouts, access problems and connectivity issues.
• Understand each client’s business to prioritize urgency appropriately.
• Troubleshoot hardware and software issues on Windows and macOS, escalating when necessary and following through to resolution.
• Keep tickets and project work moving in parallel without dropping either.

Required profile

• Proven Level 1 IT support or systems‑administration experience in a high‑growth environment.
• Strong problem‑solving mindset, always seeking root causes.
• Excellent written and spoken English with clear communication skills.
• Proactive, detail‑oriented, and comfortable leading client calls.
• Ability to stay calm with frustrated clients and manage multiple priorities.
• Familiarity with AI tools (specifically Claude) to boost workflow efficiency.

Required skills

• Windows operating system support
• macOS operating system support
• Level 1 IT support tasks (password resets, 2FA, access issues)
• Connectivity troubleshooting
• Systems administration basics
• Claude AI tool usage