Junior Account Manager

In this dynamic, high-volume environment, the Junior Account Manager balances customer enablement with commercial outcomes—supporting onboarding execution while identifying timely opportunities to complete a minimum of three (3) Qualified Referrals during each applicable month.upsell/cross-sell aligned to customer needs.

What You’ll Do

Manage a portfolio of newly sold customers through onboarding, ensuring timely engagement and clear progression through onboarding stages

Drive early retention outcomes, supporting customers during the first post-sale period with proactive follow-up, guidance, and issue resolution

Deliver and/or coordinate customer training experiences; contribute to a consistent cadence of trainings as part of the onboarding operating model

Use defined onboarding completion criteria and case status tracking to create transparency, accountability, and clean handoff readiness.

Embed growth discovery questions into onboarding conversations to understand customer needs and identify expansion opportunities early.

Support revenue growth initiatives tied to onboarding (e.g., cross-sell/upsell motions and targeted customer segments) to consistently contribute to monthly ACV results.

Maintain accurate activity, customer status, and outcomes in CRM tools and follow documented workflows to ensure a scalable, repeatable onboarding experience.

Partner closely with internal stakeholders to resolve onboarding barriers and improve customer experience through process improvement and automation-friendly practices.

Key Performance Measures (Success in the Role)

The onboarding plan for this team measures performance through a mix of commissionable and operational KPIs, including:

Retention: Target performance of 94% during the first 100 days post-sale (commissionable KPI).

Participant must complete a minimum of three (3) Qualified Referrals during each applicable month. won opportunities (Closed Won) within the same month for solutions that fall outside the referring party’s internal portfolio

Operational activity expectations such as training volume, call activity, talk time, and improved case resolution speed (secondary KPIs

What You’ll Bring

• Experience in a customer-facing role (account management, customer success, onboarding, inside sales, or support), with comfort operating in a high-volume environment. (Suggested based on role fit.)
• Strong communication skills with the ability to explain value clearly, tailor messaging to different stakeholders, and build customer trust.
• Demonstrated resilience, optimism, and consistency in delivering against goals and maintaining productive routines/metrics.
• Sales and commercial instincts, including the ability to identify and execute on cross-sell/upsell opportunities appropriately.
• Strong problem-solving and conflict-resolution skills, with the ability to navigate objections and unblock customer issues.
• Adaptability and effective multi-tasking—able to manage competing priorities while maintaining quality and timeliness.
• Proficiency with Microsoft Office and CRM tools (e.g., Salesforce) and disciplined documentation habits. (CRM usage is implied by onboarding tracking expectations.)
• Fluency in English and Spanish is strongly preferred for the Mexico City onboarding environment.

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.