Reach
Website:
reachplatform.com
Job details:
๐๐๐ข๐จ๐ง ๐ฅ๐๐๐๐
Reach is the Shopify of telecom. We're a cloud-native, modular, API-first platform that lets any brand, ISP, fintech, or retailer launch a mobile, broadband, or IoT service โ without becoming a telco, without legacy complexity, and without the years-long timelines big telco still treats as normal. We cut launches from years to weeks.
We're professional troublemakers. We built what we couldn't buy, and now we run it for the brands we wish had existed when we were on the other side of the table. Everything big telco wasn't: simple, transparent, and human.
๐ช๐ฒ๐ฏ๐๐ถ๐๐ฒ: https://www.reachplatform.com
๐ฃ๐ข๐ฆ๐๐ง๐๐ข๐ก ๐ข๐ฉ๐๐ฅ๐ฉ๐๐๐ช
As Reach scales, our Account Management model needs to provide strong client coverage across a growing portfolio while allowing Key Account Managers to spend disproportionate time on strategic relationships, growth, commercial priorities and complex client needs. The Account Associate is an important part of making that model work.
You'll support our Key Account Managers while taking day-to-day ownership of a portfolio of standardized enterprise brands โ including brands operating through channel-partner programmes or primarily using Reach's standard/common product and operating model.
These accounts typically require limited bespoke customization, but they still require strong account management: responsiveness, account context, client communication, judgement, coordination, follow-through and predictable execution.
You'll be expected to engage directly with clients โ over email and, where needed, by getting on a call to understand the request, resolve ambiguity, coordinate the right internal teams and drive the matter through to closure.
You'll also create leverage for our KAMs across larger portfolios โ keeping action trackers current, coordinating routine client requests, preparing account information, following through across internal teams and ensuring every brand within a broader partner portfolio receives active and reliable account coverage.
When something becomes strategic, commercial, customized or executive-level, you bring the KAM in early โ while continuing to keep the execution underneath it tight.
This is a strong entry point into Account Management at Reach. Do this well and you'll learn how enterprise accounts really run, build direct client ownership, and progressively take on broader and more complex accounts.
๐ช๐๐๐ง ๐ฌ๐ข๐จ'๐๐ ๐๐ฅ๐๐ก๐
โ ๐๐ถ๐ด๐ต ๐ผ๐๐ป๐ฒ๐ฟ๐๐ต๐ถ๐ฝ ๐ฎ๐ป๐ฑ ๐ณ๐ผ๐น๐น๐ผ๐-๐๐ต๐ฟ๐ผ๐๐ด๐ต โ you don't stop at forwarding an email. You know who owns the next action, when it is due and whether it actually got closed.
โ ๐ฆ๐๐ฟ๐ผ๐ป๐ด ๐ฐ๐น๐ถ๐ฒ๐ป๐-๐๐ฒ๐ฟ๐๐ถ๐ฐ๐ฒ ๐ถ๐ป๐๐๐ถ๐ป๐ฐ๐๐ โ responsive, clear and calm with external stakeholders, especially when several requests are moving at once.
โ ๐๐
๐ฐ๐ฒ๐น๐น๐ฒ๐ป๐ ๐๐ฟ๐ถ๐๐๐ฒ๐ป ๐ฎ๐ป๐ฑ ๐๐ฒ๐ฟ๐ฏ๐ฎ๐น ๐ฐ๐ผ๐บ๐บ๐๐ป๐ถ๐ฐ๐ฎ๐๐ถ๐ผ๐ป. You should be equally comfortable writing a crisp client update or getting on a call to understand an issue and move it forward.
โ ๐ฆ๐๐ฟ๐ผ๐ป๐ด ๐ฎ๐ฐ๐ฐ๐ผ๐๐ป๐-๐บ๐ฎ๐ป๐ฎ๐ด๐ฒ๐บ๐ฒ๐ป๐ ๐ฑ๐ถ๐๐ฐ๐ถ๐ฝ๐น๐ถ๐ป๐ฒ โ comfortable keeping account context, actions, stakeholders, CRM records and commitments current.
โ ๐๐ผ๐ผ๐ฑ ๐ท๐๐ฑ๐ด๐ฒ๐บ๐ฒ๐ป๐ ๐ผ๐ป ๐๐ต๐ฎ๐ ๐ถ๐ ๐๐๐ฎ๐ป๐ฑ๐ฎ๐ฟ๐ฑ ๐๐ฒ๐ฟ๐๐๐ ๐๐ต๐ฎ๐ ๐ป๐ฒ๐ฒ๐ฑ๐ ๐ฒ๐๐ฐ๐ฎ๐น๐ฎ๐๐ถ๐ผ๐ป. You can handle routine product and operational questions confidently and recognize when a request needs the KAM, Product, Technology, Support or Finance.
โ Comfort managing multiple accounts and concurrent client requests without losing track of priorities.
โ ๐๐ผ๐บ๐ณ๐ผ๐ฟ๐ ๐๐ถ๐๐ต ๐ฑ๐ฎ๐๐ฎ ๐ฎ๐ป๐ฑ ๐ฎ๐ฐ๐ฐ๐ผ๐๐ป๐ ๐ฟ๐ฒ๐ฝ๐ผ๐ฟ๐๐ถ๐ป๐ด โ usage, open issues, SLA performance, basic billing context, account health and action ageing shouldn't intimidate you.
โ ๐ ๐ฐ๐ผ๐น๐น๐ฎ๐ฏ๐ผ๐ฟ๐ฎ๐๐ถ๐๐ฒ ๐๐ผ๐ฟ๐ธ๐ถ๐ป๐ด ๐๐๐๐น๐ฒ. You'll work across KAMs, Client & Business Operations, Support, Finance, Product and Technology without formally managing any of them.
โ Comfort working in US-aligned hours when required to support North American clients and channel partners.
๐ช๐๐๐ง ๐ฌ๐ข๐จ'๐๐ ๐๐๐ง๐จ๐๐๐๐ฌ ๐๐ข
๐ ๐ฎ๐ป๐ฎ๐ด๐ฒ ๐๐ต๐ฒ ๐ฆ๐๐ฎ๐ป๐ฑ๐ฎ๐ฟ๐ฑ๐ถ๐๐ฒ๐ฑ ๐๐น๐ถ๐ฒ๐ป๐ ๐ฃ๐ผ๐ฟ๐๐ณ๐ผ๐น๐ถ๐ผ
โโโโโโโโโโโโโโโโโโ
โ Act as the primary day-to-day contact for assigned accounts and partner-led brands that primarily use Reach's standard product and operating model.
โ Own routine account interactions including product/process questions, service requests, open issues and reporting coordination, and drive each request to a clear outcome.
โ Get on client calls when needed to understand a request, resolve ambiguity, align on next steps and drive the matter to closure.
โ Maintain clear account health across assigned accounts โ open issues, ageing, recurring themes, commitments and items requiring senior attention.
โ Coordinate standard onboarding and lifecycle activities using established Reach playbooks, involving the relevant specialist for formal launches or complex changes.
โ Identify customization, non-standard commercial asks, product gaps or broader strategic implications and bring the KAM in early rather than making unofficial commitments.
๐ฅ๐๐ป ๐๐ต๐ฒ ๐๐ฐ๐ฐ๐ผ๐๐ป๐ ๐๐ฒ๐๐ธ
โโโโโโโโโโโโโโโโโโ
โ Monitor shared client communication channels and agreed request queues so incoming asks are acknowledged, understood, assigned and tracked.
โ Coordinate with the right internal owner without making the client navigate Reach's organizational structure.
โ Maintain a clear view of open requests, owners, due dates and ageing, and drive follow-through before the client has to chase.
โ Keep contact information, distribution lists and operating notes current so account context does not live in one person's inbox.
๐๐ฟ๐ฒ๐ฎ๐๐ฒ ๐๐ฒ๐๐ฒ๐ฟ๐ฎ๐ด๐ฒ ๐ณ๐ผ๐ฟ ๐๐๐ ๐
โโโโโโโโโโโโโโโโโโ
โ Support KAMs on larger portfolios by owning routine coordination and follow-through beneath the strategic relationship.
โ Maintain action trackers, stakeholder/contact maps, account notes, escalation paths and other core account hygiene.
โ Prepare concise inputs for client meetings, account reviews and QBRs, including open issues, operational status, actions, risks and decisions required.
โ Own post-meeting follow-through โ document actions, coordinate internal owners, update status and close loops.
โ For channel-partner portfolios, manage day-to-day engagement with standard-product downstream brands while the KAM retains partner-level relationship, commercial and strategic ownership.
๐๐ฐ๐ฐ๐ผ๐๐ป๐ ๐๐ฒ๐ฎ๐น๐๐ต & ๐๐๐ฐ๐ฎ๐น๐ฎ๐๐ถ๐ผ๐ป
โโโโโโโโโโโโโโโโโโ
โ Maintain a simple green / amber / red view for assigned accounts and surface risk early.
โ Track repeated issues, SLA concerns, operational dependencies and client sentiment at a level appropriate for the account.
โ Escalate early when something becomes strategic, commercial, contract-related, customized, repeatedly unresolved or likely to affect the broader partner relationship.
โ When escalating, give the KAM or senior owner a clean fact base โ issue history, current status, owners, client expectation and recommended next step.
โ Identify recurring themes across standardized accounts and feed them back into Account Management and Client & Business Operations for broader improvement.
๐๐ฐ๐ฐ๐ผ๐๐ป๐ ๐๐๐ด๐ถ๐ฒ๐ป๐ฒ & ๐ฅ๐ฒ๐ฝ๐ผ๐ฟ๐๐ถ๐ป๐ด
โโโโโโโโโโโโโโโโโโ
โ Keep CRM and account records current โ contacts, account ownership, partner mapping, meeting notes, open actions and key account context.
โ Track client commitments and proactively flag anything at risk.
โ Provide concise portfolio reporting on account health, open requests, ageing, recurring issues and escalations.
๐๐ป๐ผ๐ ๐๐ต๐ฒ ๐๐ผ๐๐ป๐ฑ๐ฎ๐ฟ๐
โโโโโโโโโโโโโโโโโโ
โ Own day-to-day management and execution for assigned standard accounts; the KAM owns strategic relationship leadership, commercial outcomes and complex account decisions.
โ Explain and coordinate Reach's standard product and operating processes. Bespoke solutioning or material product commitments require the appropriate KAM, Product or Technology owner.
โ Do not independently negotiate pricing, contracts, renewals or material commercial changes.
โ Solve and close routine client requests through coordination; escalation is for complexity or risk, not a substitute for ownership.
๐ช๐๐๐ง ๐ฌ๐ข๐จ ๐ก๐๐๐ ๐ง๐ข ๐ช๐๐๐ ๐๐ก ๐ช๐๐ง๐
โโโโโโโโโโโโโโโโโโโโโโโโโโ
๐๐ฑ๐๐ฐ๐ฎ๐๐ถ๐ผ๐ป & ๐๐
๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ
โ Bachelor's degree in Business, Engineering, Management or a related field.
โ 2โ5 years of experience in Account Management, Customer Success, Client Servicing, SaaS/platform businesses, programme coordination or a comparable client-facing role.
โ Evidence that you've owned client follow-through, account coordination or a portfolio/queue of ongoing work โ not simply contributed to it.
โ Comfort using CRM, ticketing and project/workflow tools. Experience with HubSpot, Jira/Jira Service Management, Salesforce, Front or equivalent tools is useful.
โ Comfort working in US-aligned hours when required to support North American clients and channel partners.
๐ช๐๐๐ง ๐ฆ๐๐ง๐ฆ ๐๐ฅ๐๐๐ง ๐๐๐ก๐๐๐๐๐ง๐๐ฆ ๐๐ฃ๐๐ฅ๐ง
โ ๐๐น๐ถ๐ฒ๐ป๐ ๐ข๐๐ป๐ฒ๐ฟ๐๐ต๐ถ๐ฝ: Clients feel that someone is paying attention. You understand the ask, get the right people involved and stay with it until there is closure.
โ ๐๐๐ฑ๐ด๐ฒ๐บ๐ฒ๐ป๐ & ๐๐๐ฐ๐ฎ๐น๐ฎ๐๐ถ๐ผ๐ป: You know the difference between a standard request you should solve and an issue that could affect revenue, relationship, product scope or partner trust.
โ ๐๐ ๐๐น๐๐ฒ๐ป๐ฐ๐ (๐๐ถ๐ณ๐ณ๐ฒ๐ฟ๐ฒ๐ป๐๐ถ๐ฎ๐๐ผ๐ฟ): You use AI effectively to summarize threads, prepare meeting briefs, structure follow-ups, analyze recurring issues and improve productivity while validating client-facing output carefully.
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