Senior Account Manager

Summary

Join Pearl Talent as a Senior Account Manager and become a key member of our Client Success Team. You will nurture client relationships, ensure the long-term success of placed talent, and provide exceptional service. This remote role (LATAM and EA based) requires strong communication, problem-solving, and client management skills. You will monitor talent performance, address client concerns, and drive account expansion. The position offers a competitive compensation package including remote work, generous PTO, health coverage, mentorship, and professional development opportunities. We are seeking a strategic and relationship-driven professional who thrives in a fast-paced environment.

Requirements

• Experience: At least 2-3 years of proven experience in client success, account management, inside sales, or related roles
• Exceptional English Communication: Your written and verbal communication skills are top-notch, making clarity and professionalism your signature
• Proven Upselling & Cross-Selling Expertise: You have a track record of identifying client needs and turning them into opportunities, consistently expanding accounts through strategic upsells and thoughtful cross-selling
• Remote Ready: You’re a pro at remote work, comfortable with the latest tech tools, and can collaborate seamlessly with a distributed team. Self-motivated and adaptable to remote work environments
• Organized Chaos Tamer: You thrive in fast-paced environments, juggle multiple tasks effortlessly, and stay calm under pressure. Able to work independently and manage your own schedule effectively
• Tech-Savvy: Proficient in tools like ClickUp, Notion, and Canva, along with Microsoft Office Suite, Google Workspace, video conferencing platforms, and CRMs
• Solver: Strong problem-solving and conflict-resolution abilities, with a proactive approach to tackling challenges

Responsibilities

• Establish and maintain strong, long-lasting client relationships as their trusted advisor post-placement
• Conduct regular client check-ins tailored to account lifespan and needs
• Address client concerns and escalate as needed to ensure swift resolution
• Monitor performance of placed talent and ensure they remain high contributors in their organizations
• Lead strategies to upskill and retain talent, moving anyone in the “red zone” (at risk of churn) to the “green zone.”
• Ensure 100% attendance of talent on scheduled calls, proactively managing reschedules
• Proactively manage any signals of dissatisfaction to prevent churn, ensuring 0% client loss due to quality issues
• Replace churned talent within 1 week to maintain client trust and continuity
• Act as a liaison between clients and internal teams to address and resolve any issues or concerns
• Ensure timely and satisfactory issue resolution to maintain client satisfaction
• Gather ongoing feedback from clients about talent and overall service quality
• Track and report on key performance indicators such as NPS scores (goal: 9/10) , churn risk, and satisfaction levels
• Drive engagement initiatives to encourage 20+ candidate activities (testimonials, referrals) per quarter
• Act as a key relationship holder for our placed talent, ensuring they feel supported and connected
• Maintain accurate records of all client and talent interactions
• Coordinate internal resources to ensure timely client follow-ups and project milestone completion
• Support additional tasks that may arise to ensure smooth and high-quality service delivery

Benefits

• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Health Coverage: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance