Account Manager

Company overview

O&T Communications delivers tailored, affordable contact center support designed for brands that place a premium on excellent customer experiences. The business focuses on long-term client partnerships by adapting services to each client’s service requirements and commercial objectives. Employees gain exposure to a variety of industries and customer engagement approaches while working in a quality-driven, dependable, and responsive environment.

Role summary

This full-time, on-site position in Spanish Town, Saint Catherine is responsible for managing client accounts and ensuring service delivery remains consistently strong. The Account Manager acts as the main liaison for clients, aligns expectations, and works with internal teams to achieve targets and service level commitments.

Core duties

The role includes tracking account performance, reviewing key metrics, preparing reports, spotting opportunities to improve the customer journey and operational performance, and managing escalations when issues arise. The position also supports account planning, helps roll out new initiatives or campaigns, and works closely with leadership, operations, and quality assurance teams to strengthen client relationships and support retention.

Qualifications and experience

Applicants should bring experience in account management, client services, or customer success, ideally from a contact center or other service-oriented setting. Strong verbal and written communication, relationship-building ability, and confidence in presenting information to both clients and internal teams are important. The job also requires the ability to interpret performance data, create reports, and turn findings into practical recommendations.

Strong organization and time management are needed to balance several accounts, handle competing priorities, and meet deadlines in a fast-moving environment. Candidates should be comfortable resolving problems and managing conflicts professionally to preserve positive client relationships. Familiarity with common office tools such as spreadsheets, presentation software, CRM platforms, or ticketing systems is expected, along with an openness to learn new systems.

Additional notes

Experience in customer experience, operations, or contact center management is an advantage. A post-secondary background in Business, Communications, or a related discipline is also beneficial.