Strategic Account Manager

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

📋 Description

• Oversee a portfolio of enterprise-level, high-touch clients

• Serve as the primary executive contact for clients

• Ensure client retention, satisfaction, and growth through upselling and cross-selling

• Develop and implement strategic account plans

• Engage directly in high-stakes situations with clients

• Facilitate conflict resolution with professionalism and an executive presence

• Demonstrate the ability to reverse negative situations

• Take responsibility and lead recovery initiatives

• Identify opportunities for growth within the existing client base

• Create high-value commercial and technical proposals

• Align client requirements with technological solutions (omnichannel, automation, AI, etc.)

• Cultivate a consultative and strategic perspective for the client

• Anticipate potential issues before they affect the client

• Act proactively instead of solely reactively – embody leadership

• Design practical and feasible solutions, even in intricate situations

• Resolve most issues internally prior to escalation

• Function as the liaison between the client and internal teams (Product, Engineering, Support, Sales)

• Ensure that expectations and deliverables are aligned

• Prioritize requests according to business impact

• Escalate issues in a structured and objective manner when necessary

⛳️ Requirements

• 8–10+ years of experience in account management or similar fields

• Prior experience with large enterprise clients

• Demonstrated success in crisis management and account recovery

• Advanced English proficiency (essential for international settings)

• Must be a resident of São Paulo state

🏝️ Benefits

• Support for courses and professional development opportunities

• TotalPass