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