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Posted 17 days ago
Requirements and responsibilities
Responsibilities:
Client Relationship & Strategic Management:
- Act as the primary liaison for all client stakeholders, ensuring consistent communication, alignment on priorities, timelines, and success metrics.
- Build and maintain strong client relationships through regular check-ins, business reviews, and proactive communication.
- Define and execute short-, medium-, and long-term account strategies in partnership with leadership, setting clear goals and driving accountability.
- Continuously monitor client developments (e.g., business changes, product launches, industry trends) and incorporate insights into account strategy.
- Plan and execute client-facing initiatives (e.g., partnership reviews, town halls, on-site visits) to strengthen engagement and collaboration.
- Escalate and resolve conflicts—both internally and with client stakeholders—while maintaining trust, transparency, and professionalism.
Account Growth & Customer Success:
- Identify upsell and cross-sell opportunities within existing accounts, preparing business cases and supporting contract negotiations.
- Drive client retention through proactive risk identification, performance follow-ups, and continuous value delivery.
- Coordinate client feedback loops and surveys at key milestones, leveraging insights to improve service quality and strengthen relationships.
- Own the overall health and profitability of assigned accounts, ensuring long-term success and sustainability.
Account Operations & Delivery (Post-Hire Management):
- Oversee all post-hire operations for assigned accounts, ensuring seamless service delivery and high client satisfaction.
- Coordinate worker onboarding and setup, including contract execution, system access, equipment logistics, and initial client handoff.
- Monitor worker performance and adaptation, delivering structured reports at key milestones and escalating issues when needed.
- Manage worker lifecycle processes, including performance improvement plans (PIPs), backfills, releases, and offboarding.
- Oversee time tracking and compliance, ensuring accurate timesheet management and adherence to internal policies.
Financial & Administrative Management:
- Manage account updates, invoicing, and contract amendments (rate changes, bonuses, engagement adjustments), ensuring accuracy and timely processing.
- Coordinate Statement of Work (SOW) renewals and ongoing contract management activities.
Cross-functional Collaboration & Execution:
- Partner closely with Talent Acquisition to support hiring needs, including candidate alignment, interview coordination, and offer processes when required.
- Act as project manager for assigned accounts: lead cross-functional meetings, track risks, assign action items, and ensure timely execution.
- Coordinate with internal teams (TA, HR, Operations, Accounting) to ensure alignment, issue resolution, and smooth delivery.
- Support operational needs such as equipment logistics, shipping, and system access, ensuring timely setup and resolution of technical issues.
Requirements:
- Based in LATAM countries.
- 3–5+ years of experience in Customer Success, Account Management, or client-facing roles within Professional Services, BPO, or similar environments.
- Basic financial acumen: understanding of margins, pricing, and cost structures is required.
- Proven ability to manage client relationships, with exposure to both account operations (delivery) and growth/retention initiatives.
- Strong stakeholder management skills, with the ability to coordinate across client teams, internal departments, and multiple priorities.
- Excellent communication skills (verbal and written), with confidence interacting with diverse stakeholders, including senior client contacts.
- Solid project management capabilities, including task prioritization, organization, and proactive risk identification.
- High attention to detail and strong follow-through in operational and administrative processes.
- Ability to manage multiple accounts and deadlines in a fast-paced environment.
- Experience supporting or partnering with recruiting or talent teams is a plus.
- Proficiency in tools such as Slack, HubSpot, Asana, and Google Workspace.
- Familiarity with ATS platforms; willingness to learn internal systems such as Jtalent.
- Advanced English required (written and spoken); Spanish is required; Portuguese is a plus.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)