Key Account Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take ownership of a set of active accounts and serve as the single point of contact for the client.

• Reach out to each account according to a defined cadence.

• Develop and implement an account plan for each client, outlining objectives, risks, and next steps.

• Follow up on billing and collection for each account or billable milestone.

• Escalate overdue payments to Finance and keep the account status updated.

• Monitor actual product or service usage and identify accounts with declining consumption.

• Gather incidents, failures, and customer complaints, and track them until resolution.

• Act proactively before renewal in response to any risk signals.

• Identify opportunities for cross-sell, up-sell, and expansion within the account.

• Document opportunities in the pipeline with the identified customer pain points.

• Maintain updated account status, collection reports, and portfolio health reports.

• Provide consolidated reports on the health of the assigned portfolio to the commercial management.

⛳️ Requirements

• 3 to 5 years of experience in B2B portfolio management, key account management, or customer success.

• Proficiency in CRM and reporting tools (Salesforce, HubSpot, or similar).

• Ability to analyze usage and adoption data and translate it into business conversations.

• Knowledge of or willingness to quickly learn the products in the assigned portfolio.

• Ability to articulate the value of the products to operational users, managers, or directors.

• Experience in collection processes and billing follow-up.

• Intermediate to advanced English (B1+/B2).

• Strong record-keeping discipline and capacity to maintain volume and cadence without losing detail.

• Focus on retention.

• Effective communication and timely follow-up with clients.

• Proactive in identifying risks and opportunities.

• Commercial mindset to spot expansion opportunities.

🏝️ Benefits

• 100% remote work with hours aligned to CST.

• Unlimited PTO.

• Annual development budget: access to courses, certifications, and conferences.

• Equipment budget.

• Access to private health coverage or medical insurance subsidies.

• Growth opportunities: career planning and mentoring with experts in AI and technology.

• Dynamic and flexible startup environment, with autonomy to make decisions and propose ideas.

• Work-life balance, flexibility, and well-being.