The Account Operations Manager at Scaler is responsible for managing day-to-day client relationships, ensuring excellent communication, and facilitating the full lifecycle of the ESG data gathering process. This includes understanding client goals, optimizing their experience with the Scaler platform, and overseeing project management tasks to guarantee timely responses. Additionally, the role involves maintaining strong partnerships with clients and contributing to service process optimization.

To qualify for the Account Operations Manager role at Scaler, you should have a minimum of 2 years of professional experience, preferably in B2B real estate customer service. A Bachelor’s degree in Business, Real Estate, Sustainability, or a related field is essential, along with strong skills in Microsoft Excel and PowerPoint. Experience with coding languages like PHP or Python is a plus, but not mandatory.

As a valued Account Operations Manager at Scaler, you'll enjoy a top-of-market salary, equity stake in the company, and 25 paid vacation days annually, with additional days if needed. We promote a healthy work-life balance through our hybrid work policy. Moreover, we provide a four-month parental leave and an annual personal development budget to support your growth.

The Account Operations Manager plays a pivotal role in enhancing client partnerships by implementing best practices in strategic account management. This position is critical for the continuous improvement of customer interactions and client feedback processes, which directly impact Scaler’s overall partnership strategy and value delivery to clients.

The work environment at Scaler for the Account Operations Manager is dynamic and collaborative. With a culture that promotes curiosity and enthusiasm, you'll be surrounded by supportive individuals who are equally committed to making a positive impact in the sustainability arena. The combination of in-office and remote workdays fosters both focused productivity and teamwork.

When discussing your experience, focus on specific examples where you successfully managed client interactions, resolved challenges, and enhanced client satisfaction. It's beneficial to highlight how you tailored your approach based on unique client needs, which demonstrates your adaptability and attention to detail.

To answer this effectively, describe your organizational strategies, such as using project management tools, categorizing requests based on urgency, and and how you keep clients informed throughout the process. Emphasize your ability to remain calm under pressure and maintain quality of service.

Provide a detailed account of a situation where you analyzed data to identify a client's problem and the subsequent action you took to resolve it. Focus on your analytical skills and the positive impact of your solution on the client's experience, emphasizing your proficiency with large data sets.

Discuss your background with ESG principles, perhaps including your understanding of sustainability practices and how they integrate into real estate investments. Mention any relevant projects you have worked on that specifically addressed ESG factors.

Highlight your approach to conflict resolution, which should include active listening, empathizing with the client's concerns, and taking proactive steps to address their issues. Provide an example that illustrates your effectiveness in turning a negative experience into a positive outcome.

Share your enthusiasm for Scaler's mission and how aligning with a company focused on sustainability resonates with your personal values. Your answer should reflect an understanding of the company's goals and your eagerness to contribute positively to its vision.

Discuss various communication strategies, including adapting your style to meet the needs of different clients, utilizing tools for clear messaging, and ensuring regular updates. Use examples that demonstrate your successful communication techniques.

When answering this question, describe a project that required strong leadership and organization, detailing your role, the challenges faced, and the results achieved. This shows your capability and aligns with the expectations of the Account Operations Manager position.

List relevant tools you're experienced with, such as CRM systems, data management software, and project management applications. Be sure to emphasize how you've used these tools to enhance your effectiveness in previous roles.

Discuss your proactive approach to gathering client feedback, analyzing service delivery metrics, and making data-driven recommendations for enhancements. You might provide examples of initiatives you've led that resulted in improved processes.