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Position Overview:

The Account Manager (CRM) is responsible for managing the complete client lifecycle at assigned DevX centres from onboarding to exit while ensuring strong client satisfaction, smooth operations coordination, timely billing, and revenue support through seat sales and resource monetisation. The role acts as the primary point of contact for clients, ensuring seamless communication and proactive issue resolution across internal teams. The Account Manager also plays a key role in driving client retention, enhancing overall centre experience, and identifying opportunities for upselling and relationship growth.

Key Responsibilities:

1. Client Relationship & Account Management

• Act as the primary point of contact for all clients and co-workers at assigned centres.
• Oversee end-to-end onboarding of new clients and co-workers in coordination with Operations, Facility, Sales, and Accounts teams.
• Ensure completion of client handover documents and obtain all required internal and client sign-offs.
• Manage client exits, including documentation, asset handover, and coordination with internal stakeholders.
• Handle client escalations and manage the ticketing process, ensuring timely resolution and regular communication with clients.
• Conduct quarterly client feedback / CSAT reviews, share insights with internal stakeholders, and drive improvement actions.
• Maintain and regularly update the master database of clients and co-workers in the system..

2. Client Contracts & Legal Coordination

• Manage client contracts during onboarding and throughout the client lifecycle.
• Track changes to signed agreements and coordinate addendums with the legal team as required.
• Ensure proper legal and contractual closure when clients exit the centre.
• Maintain contract records and ensure compliance with agreed commercial terms.

3. Client Billing, Invoicing & Collections Coordination

• Coordinate with the Accounts team for monthly client billing, especially for newly onboarded clients.
• Ensure accurate billing for additional resources such as meeting rooms, event spaces, flexi desks, and services.
• Follow up with clients to ensure timely collection of monthly invoices and escalate delays where required.
• Support reconciliation of billing discrepancies in coordination with internal teams.

4. Event & Community Management

• Plan and execute community and engagement events for clients at the centre.
• Coordinate centre décor during events and festivals to create a cohesive and vibrant working environment.
• Manage all external events hosted at the centre, including coordination with vendors and internal teams.
• Gather feedback from event participants and hosts to improve future programming.
• Identify and drive new partnerships for events, collaborations, and brand activations at the centre.

5. Sales & Revenue Support (Assigned Centres)

• Conduct centre walkthroughs and pitch available seats, offices, and inventory.
• Coordinate with the central sales team on incoming leads and support closures for assigned centres.
• Close resource-based leads (meeting rooms, event spaces, flexi desks, etc.) for the centre.
• Support upselling and cross-selling opportunities within existing client accounts.

6. Internal Coordination & Reporting

• Work closely with Facility, Operations, Sales, Accounts, and Legal teams to ensure seamless centre operations.
• Provide regular updates and reports on client status, escalations, billing follow-ups, and occupancy.
• Adhere to DevX service standards, processes, and escalation matrices.

Qualifications & Experience

• Graduate in Business Administration, Hospitality Management or a related field.
• 2 to 5 years of experience in account management, client servicing, hospitality operations, or customer relationship roles.
• Experience in coworking spaces, commercial real estate, hotels, or corporate service environments preferred.

Key Skills Required

• Strong client communication and relationship-building skills
• Conflict resolution and escalation handling
• Basic understanding of contracts and commercial terms
• Coordination across multiple internal teams
• Event planning and execution capability
• Sales orientation with service mindset
• Strong documentation and system discipline

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