Accounts Associate

Job Title: Account Associate

About Reach:

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

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.

Website: https://www.reachplatform.com

Position Overview:

Location: Bangalore, India • Experience: 2–5 years • Function: Account Management

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 — 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 — 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 — 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 — 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.

What You'll Bring

• High ownership and follow-through — 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.

• Strong client-service instincts — responsive, clear and calm with external

stakeholders, especially when several requests are moving at once.

• Excellent written and verbal communication. You should be equally

comfortable writing a crisp client update or getting on a call to understand an

issue and move it forward.

• Strong account-management discipline — comfortable keeping account

context, actions, stakeholders, CRM records and commitments current.

• Good judgement on what is standard versus what needs escalation. You can

handle routine product and operational questions confidently and recognize

when a request needs the KAM, Product, Technology, Support or Finance.

• Comfort managing multiple accounts and concurrent client requests without

losing track of priorities.

• Comfort with data and account reporting — usage, open issues, SLA

performance, basic billing context, account health and action ageing shouldn't

intimidate you.

• A collaborative working style. You'll work across KAMs, Client & Business

Operations, Support, Finance, Product and Technology without formally

managing any of them.

• Comfort working in US-aligned hours when required to support North American

clients and channel partners.What You'll Actually Do

Manage the Standardized Client Portfolio

• 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.

• Own routine account interactions including product/process questions, service

requests, open issues and reporting coordination, and drive each request to a

clear outcome.

• Get on client calls when needed to understand a request, resolve ambiguity, align

on next steps and drive the matter to closure.

• Maintain clear account health across assigned accounts — open issues, ageing,

recurring themes, commitments and items requiring senior attention.

• Coordinate standard onboarding and lifecycle activities using established Reach

playbooks, involving the relevant specialist for formal launches or complex

changes.

• Identify customization, non-standard commercial asks, product gaps or broader

strategic implications and bring the KAM in early rather than making unofficial

commitments.

Run the Account Desk

• Monitor shared client communication channels and agreed request queues so

incoming asks are acknowledged, understood, assigned and tracked.

• Coordinate with the right internal owner without making the client navigate

Reach's organizational structure.

• Maintain a clear view of open requests, owners, due dates and ageing, and drive

follow-through before the client has to chase.

• Keep contact information, distribution lists and operating notes current so

account context does not live in one person's inbox.

Create Leverage for KAMs

• Support KAMs on larger portfolios by owning routine coordination and follow-

through beneath the strategic relationship.

• Maintain action trackers, stakeholder/contact maps, account notes, escalation

paths and other core account hygiene.• Prepare concise inputs for client meetings, account reviews and QBRs, including

open issues, operational status, actions, risks and decisions required.

• Own post-meeting follow-through — document actions, coordinate internal

owners, update status and close loops.

• 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.

Account Health & Escalation

• Maintain a simple green / amber / red view for assigned accounts and surface

risk early.

• Track repeated issues, SLA concerns, operational dependencies and client

sentiment at a level appropriate for the account.

• Escalate early when something becomes strategic, commercial, contract-related,

customized, repeatedly unresolved or likely to affect the broader partner

relationship.

• When escalating, give the KAM or senior owner a clean fact base — issue history,

current status, owners, client expectation and recommended next step.

• Identify recurring themes across standardized accounts and feed them back into

Account Management and Client & Business Operations for broader improvement.

Account Hygiene & Reporting

• Keep CRM and account records current — contacts, account ownership, partner

mapping, meeting notes, open actions and key account context.

• Track client commitments and proactively flag anything at risk.
• Provide concise portfolio reporting on account health, open requests, ageing,

recurring issues and escalations.

Know the Boundary

• Own day-to-day management and execution for assigned standard accounts;

the KAM owns strategic relationship leadership, commercial outcomes and

complex account decisions.

• Explain and coordinate Reach's standard product and operating processes.

Bespoke solutioning or material product commitments require the appropriate

KAM, Product or Technology owner.

• Do not independently negotiate pricing, contracts, renewals or material

commercial changes.• Solve and close routine client requests through coordination; escalation is for

complexity or risk, not a substitute for ownership.

What You Need to Walk In With

Education & Experience

• Bachelor's degree in Business, Engineering, Management or a related field.
• 2–5 years of experience in Account Management, Customer Success, Client

Servicing, SaaS/platform businesses, programme coordination or a comparable

client-facing role.

• Evidence that you've owned client follow-through, account coordination or a

portfolio/queue of ongoing work — not simply contributed to it.

• Comfort using CRM, ticketing and project/workflow tools. Experience with HubSpot,

Jira/Jira Service Management, Salesforce, Front or equivalent tools is useful.

• Strong proficiency with spreadsheets and presentation/documentation tools, with

the ability to turn operational detail into a crisp client or internal update.

• Experience in telecom, connectivity, SaaS or a channel/partner-led business is

helpful but not required. We'll teach the domain faster than we can teach

ownership and judgement.

Cheat Book - What Sets Great Candidates Apart

• Client Ownership: Clients feel that someone is paying attention. You understand

the ask, get the right people involved and stay with it until there is closure.

• Communication: You write clean, confident emails and can get on a client call,

ask the right questions, simplify ambiguity and leave everyone clear on next steps.

• Portfolio Discipline: You can manage several standardized accounts and

requests at once while still knowing what needs attention today.

• Judgement & Escalation: You know the difference between a standard request

you should solve and an issue that could affect revenue, relationship, product

scope or partner trust.

• KAM Leverage: You make senior account managers materially more effective by

owning the execution underneath them, rather than creating another layer they

need to manage.

• Structured Problem Solving: You clarify the actual problem, gather the relevant

facts and move it toward resolution instead of simply relaying messages between

teams.• Account Hygiene: CRM, actions, contacts, commitments and account context stay

current enough that the account does not depend on one person's memory.

• Ownership & Bias to Action: 'I've sent it to the team' is not closure. You follow

through until the client has an answer or outcome.

• Growth Mindset: You want to learn how enterprise accounts work and develop

toward broader Key Account Management ownership over time.

• AI Fluency (Differentiator): 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.