Oceans

Matchmaking Account Manager

Oceans

contract

Posted on:

Location Type: Remote

Location: Sri Lanka

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About the role

  • Manage onboarding workflows for new clients, ensuring all required information, preferences, and expectations are accurately captured.
  • Maintain up-to-date client records and status tracking across internal systems.
  • Coordinate ongoing client touchpoints, including updates, match communications, and follow-ups.
  • Ensure consistent engagement cadence across the customer lifecycle.
  • Oversee the delivery of matchmaking updates and communications to active clients.
  • Represent the founder’s voice and judgment in sensitive, relationship-focused conversations.
  • Ensure communication remains thoughtful, professional, and aligned with the brand’s tone.
  • Maintain a high level of discretion, empathy, and emotional intelligence when interacting with clients.
  • Maintain and manage internal tracking systems used to monitor client progress and service delivery.
  • Identify operational gaps or inefficiencies in workflows and propose improvements.
  • Support the design and refinement of SOPs, SLAs, and operational documentation.
  • Help build scalable systems that allow the service to grow while maintaining quality.
  • Independently manage a large portfolio of active clients while maintaining consistent service standards.
  • Set daily and weekly priorities to ensure deadlines, updates, and communication commitments are met.
  • Monitor execution workflows and flag risks related to delays, missed touchpoints, or operational breakdowns.
  • Work closely with the founder and internal team members to coordinate service delivery priorities.
  • Communicate clearly about customer insights, operational challenges, and improvement opportunities.

Requirements

  • 3–6 years of experience in operations, customer success, account management, or similar roles within fast-paced or early-stage environments.
  • Proven ability to take ownership of ambiguous workflows and turn them into structured, repeatable operational processes.
  • Strong experience managing high-touch customer relationships where communication quality and trust are critical.
  • Exceptional written communication skills with the ability to represent leadership voice and intent in customer interactions.
  • Experience working within operational tools such as CRMs, Notion, Airtable, or similar workflow systems.
  • Strong prioritization and workload management skills, with the ability to manage a high volume of active customers simultaneously.
  • Comfort using AI tools and automation platforms to support operational efficiency and workflow management.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations managementcustomer successaccount managementworkflow designprocess improvementSOP developmentSLA managementportfolio managementcommunication management
Soft Skills
emotional intelligencediscretionempathyprioritizationworkload managementwritten communicationrelationship managementownershipproblem-solvingadaptability