Account Manager

<p>The Account Manager will manage a portfolio of clients within Globalli’s global payroll and HCM platform. This role is responsible for driving customer retention, expansion, and satisfaction by serving as a trusted advisor to clients and ensuring successful adoption and ongoing value from the platform.</p>

<p>This is an individual contributor role with no direct reports, operating within a structured, playbook-driven account management framework.</p>

<p><strong>Key Responsibilities</strong></p>

<p><strong>&nbsp;</strong></p>

<p><strong>Client Relationship Management</strong></p>

<ul>

<li>Own a portfolio of client accounts as the primary point of contact</li>

<li>Build and maintain strong long-term client relationships to drive retention</li>

<li>Serve as a trusted advisor on global payroll and HR tech solutions</li>

<li>Act as the voice of the customer internally across product and operations teams</li>

</ul>

<p><strong>Account Growth &amp; Retention</strong></p>

<ul>

<li>Identify and execute upsell and cross-sell opportunities</li>

<li>Drive account retention and manage churn risk proactively</li>

<li>Develop and execute structured account plans using standardized playbooks</li>

<li>Support renewal discussions and commercial continuity</li>

</ul>

<p><strong>Solution Delivery &amp; Client Success</strong></p>

<ul>

<li>Understand client workforce and business needs</li>

<li>Recommend tailored solutions across payroll and compliance services</li>

<li>Ensure clients are maximizing value from the Globalli platform</li>

<li>Support onboarding continuity and product adoption where needed</li>

</ul>

<p><strong>Account Performance &amp; Reporting</strong></p>

<ul>

<li>Track account health, usage, and satisfaction metrics</li>

<li>Maintain accurate CRM records (HubSpot or equivalent)</li>

<li>Conduct regular business reviews with clients</li>

<li>Provide insights on risks, trends, and expansion opportunities</li>

</ul>

<p><strong>Cross-Functional Collaboration</strong></p>

<ul>

<li>Partner with Implementation, Product, Support, and Sales teams</li>

<li>Coordinate resolution of client issues and escalations</li>

<li>Share client feedback to support product and service improvements</li>

</ul>

<p><strong>Client Enablement &amp; Support</strong></p>

<ul>

<li>Support client training and platform adoption</li>

<li>Assist with workflow optimization and best practices</li>

<li>Resolve issues in coordination with internal teams</li>

</ul>

<p>&nbsp;</p>

<p><strong>Qualifications</strong></p>

<ul>

<li>3–7+ years in Account Management, Customer Success, or Client Services</li>

<li>Experience in SaaS, HCM, global payroll, HR technology strongly preferred</li>

<li>Proven track record managing and growing B2B client relationships</li>

</ul>

<ul>

<li>Strong relationship management and client communication skills</li>

<li>Ability to manage multiple accounts in a fast-paced environment</li>

<li>Commercial acumen with a focus on retention and expansion</li>

<li>Strong problem-solving and proactive ownership mindset</li>

</ul>

<ul>

<li>Experience with CRM systems (HubSpot preferred)</li>

<li>Familiarity with payroll, global employment, or HR tech platforms is a plus</li>

<li>Comfortable working with account data and reporting metrics</li>

<li>Multilingual - Portuguese, Spanish and English.&nbsp; Must be fluent in all 3 languages.&nbsp;&nbsp;</li>

</ul>

<p>&nbsp;</p>

<p><strong>Preferred Qualifications</strong></p>

<ul>

<li>Experience in high-growth SaaS or startup environments</li>

<li>Exposure to global payroll or cross-border employment models</li>

<li>Multilingual capabilities</li>

</ul>