Bilingual Key Account Manager

We are seeking for a Key Account Managers (KAM) to support a limited portfolio of high-value enterprise customers across Mexico, Canada and the United States. This role is designed for relationship owners who excel at proactive account stewardship, cross-functional coordination, and operational follow-through rather than transactional sales. Role Overview The Key Account Manager is the primary owner of the customer relationship for assigned enterprise accounts. The role focuses on proactive account management, issue resolution, and ensuring customers receive ongoing value, alignment, and operational excellence. The KAM is expected to anticipate issues before they escalate, communicate clearly, and ensure accountability across internal and external stakeholders. Key Responsibilities Enterprise Account Ownership Manage a limited portfolio of high-value enterprise accounts as the main point of contact Build trusted, long-term relationships with customer stakeholders Conduct regular account health check-ins, usage reviews, and service follow-ups Represent PosiTrace with a consistent, professional customer experience Proactive Account & Issue Management Identify risks, operational gaps, or service issues before escalation Coordinate with Support, Operations, Finance, Product, and Sales to resolve issues Track issues end-to-end and manage customer expectations Maintain full ownership of problem resolution Project Management & Cross-Functional Collaboration Lead customer-related initiatives and act as project manager when required Align internal teams and customers on timelines, responsibilities, and outcomes Ensure installations, configurations, and operational changes are executed correctly and on time Maintain clear documentation and follow-ups Customer Utilization & Value Delivery Ensure customers are properly onboarded, trained, and actively using the platform Review usage patterns and recommend best practices Identify opportunities to improve customer workflows and efficiency Capture and relay customer feedback to internal teams Financial & Contractual Oversight Review billing, subscriptions, and invoices for accuracy Partner with Finance to resolve billing issues proactively Review contracts, amendments, and renewals for alignment with approved terms Ensure systems accurately reflect pricing, services, and subscriptions Onboarding & Account Changes Support onboarding of new users within existing enterprise accounts Coordinate access, setup, and platform navigation Ensure device installations are scheduled, executed, and validated correctly Success is measured by account health, retention, operational excellence, and customer satisfaction. Requirements Fluent spoken and written English and Spanish is a must Experience in Account Management, Customer Success, or Technical Account Management Strong project management and organizational skills Ability to collaborate across teams and manage competing priorities Experience with CRM and internal operational tools Excellent communication, stakeholder management, and attention to detail Customer-centric mindset with enterprise-level relationship experience Ability to multitask and prioritize effectively Technical or Business degree (preferred) Compensation & Growth Base salary (no commission) Long-term growth as portfolio size and complexity increase Salary progression tied to scope, impact, and responsibility (structure to be defined) Opportunity to grow within a stable, people-centric organization

The Key Account Manager will serve as the primary point of contact for high-value enterprise accounts, focusing on proactive relationship management and issue resolution. They are responsible for coordinating cross-functional teams to ensure operational excellence, platform utilization, and contract alignment.

Candidates must be fluent in both English and Spanish and possess professional experience in account management or customer success. Strong project management, organizational skills, and the ability to manage complex stakeholder relationships are essential for this role.

• Souci du détailSouhaitée
• CommunicationSouhaitée
• Gestion de projetSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Account Management
• Customer Success
• Technical Account Management
• Project Management
• Relationship Management
• Issue Resolution
• Cross-functional Collaboration
• Stakeholder Management
• CRM
• Operational Excellence
• Bilingual
• Communication
• Attention To Detail
• Multitasking
• Strategic Planning
• Cross-Functional Collaboration
• Customer Success Management
• Issue Management
• Accountability
• Cross-Functional Coordination
• Workflow Management
• Organizational Skills
• Expectation Management
• Follow Through
• Microsoft Excel
• Billing
• Customer Relationship Management
• Customer Service
• Finance
• Spanish Language
• Sales
• Invoicing
• Problem Solving
• Operations
• Relationship Building
• Stewardship
• Timelines
• Written English
• Collaboration
• Prioritization
• Detail Oriented
• Contract Review

• Customer Service & Support
• Management & Leadership
• Sales
• Technology
• National Key Accounts Manager
• Key Account Manager
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products

Formation minimale

Baccalauréat

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine