Account Manager

This role exists to ensure the successful adoption and operation of the Palette Labs platform by our independent RDS partners. The Account Manager will own the entire non-technical support layer, acting as the primary point of contact for operators, guiding them from pre-launch readiness through long-term operational success. This person will partner closely with the engineering team by translating partner feedback into clear product and bug tickets.

Lead the end-to-end onboarding and launch process for new RDS partners, ensuring they are fully trained on the entire Palette Labs ecosystem (admin portal, apps, dispatching, etc.). Own the configuration and pre-launch system preparation for assigned partners, managing workflows to guarantee a smooth and timely go-live experience. Provide continuous operational support and troubleshooting for launched markets, proactively helping partners resolve non-technical issues and maintaining high service uptime. Build and maintain strong, trust-based relationships with RDS operators, serving as their dedicated point of contact to increase platform adoption and market success. Analyze partner feedback (bugs, operational friction, feature requests) and translate these needs into clear, actionable tickets for the engineering and product teams. Contribute to the long-term scalability of Palette Labs' support function by identifying process gaps and proposing/implementing new SOPs, documentation, and training materials.