Customer Success / Account Manager at Jobsity

Spain

As a Customer Success / Account Manager, you will serve as the primary point of contact and strategic partner for a portfolio of clients, acting as the bridge between client stakeholders (including core teams, executive sponsors, and vendor managers) and internal departments such as Talent Acquisition, Sales, HR, Accounting, and Operations. You will be responsible for managing all post-hire operations while driving client satisfaction, retention, and account growth. This includes overseeing onboarding, ongoing client communication, performance tracking, reporting, and operational execution for Jobsity talent assigned to your accounts. Initially, you will manage a portfolio of smaller clients, with the opportunity to grow into managing larger, high-impact accounts as you demonstrate strong performance and business impact. This role requires a balance of operational excellence and strategic thinking, ensuring seamless service delivery while identifying opportunities to expand and strengthen client relationships. 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 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. Soft Skills ● Empathy & Active Listening: Ability to build strong relationships and deeply understand the needs of diverse stakeholders. ● Strategic Thinking: Translate client objectives into clear, actionable plans that drive results. ● Adaptability & Resilience: Thrive in a fast-paced, evolving environment while maintaining high performance. ● Clear & Effective Communication: Convey ideas concisely and tailor messaging to both technical and non-technical audiences. ● Organization & Attention to Detail: Manage multiple accounts, timelines, and deliverables with accuracy and consistency. ● Proactivity & Ownership: Anticipate challenges, take initiative, and follow through on solutions with accountability. ● Accountability & Resilience: Takes full responsibility for results, handles pressure, and responds constructively to direct feedback. Nice to have ● Experience leveraging AI tools to improve workflows or client outcomes is a plus.