Senior Account Manager, Client Success 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 profit share potential, fully remote work, unlimited PTO, an annual team retreat, and growth opportunities. Success in this role will directly impact client satisfaction, talent retention, and company growth.

Requirements

• Experience: At least 2-3 years of proven experience as a senior 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

• Potential for profit share based on performance
• Fully WFH, forever
• Annual team retreat
• Unlimited PTO
• Potential Growth Opportunities