Success Account Manager - Latin America - Virtual Latinos

Deskripsi

Join the Virtual Latinos Core Team

We're building the most dynamic remote team in Latin America—and we want you on board. As part of the Virtual Latinos Team, you'll play a key role in shaping how we serve our clients and empower our growing community of professionals across the region.

If you're driven, collaborative, and ready to make an impact, this is your chance to grow with a team that's redefining remote work.

Compensation & Details

Pay Rate:

• Hourly Rate: $9
• Full-time Biweekly Rate (40 hours per week 80 total)
• All roles are hourly-based and paid bi-weekly via third-party platforms. Rates are non-negotiable once offered.

Schedule:

Monday–Friday, 9-hour shift (including a 1-hour lunch), From 7 AM – 4 PM PST.

Perks of Joining the Virtual Latinos Staff

• Long-term, stable position (not project-based)
• PTO and medical stipend based on time with the company
• Supportive, growth-oriented team culture
• Opportunities to increase your rate by learning and contributing
• Clear career growth paths within the company

Job Opening: Success Account Manager

Department: Success

Reports to: Senior Manager

Employment Type: Full-Time

Job Summary

The SAM will be assigned several clients and VAs to take care of all day-to-day matters. They will be responsible for providing general Customer/VA support, attending and hosting the Onboarding Meetings and Feedback Meetings with the Virtual Latinos Clients and community of Virtual Assistants, following company and department procedures, and performing other administrative tasks.

Our ideal candidate will use analytical skills to identify problems, find solutions, have outstanding English skills, think outside the box, and improve relationships with our Clients and VAs.

Key Responsibilities

Managing Onboarding for Clients and VAs:

• The SAM will set up the Onboarding Meeting with Clients and VAs. This includes sending calendar links to book the meetings and sending calendar invites to the attendees once the appointment has been set.
• The SAM will follow up with Clients and VAs who haven't scheduled their Onboarding Meetings.
• The SAM will host Onboarding Meetings with the Client and the VA following the Onboarding guidelines.
• The SAM will set up and host internal Onboarding Meetings with VAs to guide them through the internal procedures of starting to work with their Clients
• The SAM will complete administrative tasks related to the onboarding process and ensure the hiring status is up to date.

Customer/VA Communication, Support & Follow-ups:

• The SAM will serve as the day-to-day contact for an assigned number of Clients and VAs.
• The SAM will serve as both the initial and ongoing connector between the VA and the Client, starting from the moment a Hiring Agreement is signed through to the end of their working relationship.
• The SAM will be in charge of sending follow-up emails to the Clients and requesting feedback about the VAs' performance via email, meetings, and calls.
• The SAM will provide guidance and support for the VAs and ensure they understand our processes while simultaneously feeling welcomed.
• The SAM will be the point of contact for the Clients and VAs for any questions they may have related to their work or our internal procedures and provide the information/resources when needed.
• The SAM will be involved, as needed, in every part of the Customer/VA's paths during the hiring process and during their work relationship. The SAM should carefully watch, evaluate, and identify any issue faced by Customers or VAs and help both sides overcome issues and achieve their collective goals.
• The SAM will follow the internal Success Team Guideline and SOPs to solve situations/issues related to the Client/VA work relationship.
• The SAM will be actively and proactively reaching out to the VAs and Clients to build a real relationship on a more personal/intimate professional level and have a better understanding of how the job is going and evolving and how they are both feeling about working together.
• The SAM should be able to foresee potential opportunities to upsell additional VA services to our clients.

General Admin Tasks:

• During the Onboarding and Feedback Meetings, the SAM will take notes of the main highlights of the meeting and also, fill out the Onboarding Meeting Summary Form into our CRM (Hubspot).
• The SAM will add notes on Hubspot CRM on any issues or situations that arise between Clients and VAs, as well as any important updates related to day-to-day work.
• The SAM will create various templates (email, letters, guidelines, etc) when needed/requested.
• The SAM will complete other general admin tasks as required.

Internal Communications:

• The SAM will work closely with our colleagues in the Recruitment Team and continually assess ways to improve our internal procedures and processes between the departments

Internal processes:

• As a growing company, we're improving our processes frequently. The SAM should be comfortable with this and assist with other projects outside their daily tasks.
• The SAM will write documentation for our internal training materials as needed.
• The SAM will assist with the department's database and ensure their portfolio's information is always up to date.

Requirements

• 3-5 years of experience in customer account management is mandatory.
• Having a human resources and/or sales background and/or Account Manager experience.
• The VA must have full-time availability and live in Latin America.
• Excellent written and verbal skills in both English and Spanish. Fluency and grammar in both languages are essential parts of this job.
• Outstanding customer service skills. Be super friendly and personable on the phone.
• Very organized and detail-oriented.
• Negotiation Skills: Engaging in discussions with clients and VAs to reach mutually beneficial agreements.
• Communication skills, problem-solving strategies, and words should come naturally.
• Good at setting timelines, deadlines, and fulfilling expectations.
• Flexibility to cooperate with other team members or areas of the company.
• Self-starter, proactive, and innovative.

Nice to have:

• Experience in a field or industry like ours is a plus.
• A college or bachelor's degree in communications or business administration is desirable but not mandatory.
• Associate degree or certification in Office Administration or a related field.
• Familiarity with CRM software.
• Should be "coachable," willing to learn new skills, and able to follow directions.
• Quick learner, and able to pick up issues/problems fast.
• Someone very patient with problem-solving and troubleshooting skills, who can calm and make other people feel at ease under stressful situations.
• Being an independent and self-driven person who still knows the value of teamwork.
• Knowledge or willingness to invest time in training themselves on the different platforms of the business.