Senior Customer Account Specialist

At Vintti, we understand the importance of real-time collaboration in today's fast-paced business environment. Our staffing solutions focus on connecting US companies with Latin American talent operating in compatible time zones. This strategic approach ensures that businesses can engage with their team members during regular office hours, facilitating immediate communication, swift problem-solving, and seamless project coordination.

A Senior Customer Account Specialist plays a crucial role in maintaining and enhancing client relationships, ensuring customer satisfaction, and driving business growth. This role involves managing key accounts, addressing client needs, and providing tailored solutions to maximize customer retention and loyalty. With strong communication and problem-solving skills, the Senior Customer Account Specialist serves as a primary point of contact, facilitates seamless interactions between clients and internal teams, and leverages industry knowledge to deliver strategic value and foster long-term partnerships.

- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in account management or customer success roles.
- Proven track record of managing and nurturing customer relationships.
- Strong problem-solving skills and ability to handle escalated issues effectively.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and other customer management tools.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Ability to work collaboratively across various teams including sales, finance, and operations.
- Experience in contract negotiation and account renewals.
- Ability to identify and capitalize on upsell and cross-sell opportunities.
- Strong organizational skills and attention to detail.
- Ability to present complex information clearly and concisely to senior management.
- Willingness to travel for in-person customer meetings as required.
- Knowledge of industry trends and the competitive landscape.
- Experience in providing training and support to customers.
- Ability to mentor and guide junior team members.
- Demonstrated ability to manage multiple accounts and projects simultaneously.
- Proactive and customer-focused mindset.
- Strong time management skills.
- High level of professionalism and integrity.

- Maintain strong relationships with key customer accounts.
- Act as the primary contact for customer inquiries and issues.
- Proactively manage and respond to customer needs and expectations.
- Analyze customer feedback for service improvement opportunities.
- Collaborate with sales, finance, and operations teams.
- Monitor account health and mitigate potential risks.
- Conduct regular account reviews with customers.
- Provide training on product features and best practices.
- Handle escalated issues for resolution.
- Manage account renewals and contract negotiations.
- Prepare and present account reports to senior management.
- Track and report key account metrics and performance.
- Facilitate and participate in customer meetings.
- Identify upsell and cross-sell opportunities.
- Stay updated on industry trends and product developments.
- Coordinate with marketing on customer engagement strategies.
- Document all interactions in CRM systems.
- Mentor junior account specialists on best practices.

The ideal candidate for the Senior Customer Account Specialist role will possess a Bachelor's degree in Business, Marketing, Communications, or a related field, and bring at least 5 years of experience in account management or customer success roles with a proven track record of nurturing and managing customer relationships effectively. They will excel in problem-solving and possess strong analytical skills, enabling them to interpret data and generate actionable insights to enhance service delivery. Exceptional communication and interpersonal skills are essential, as is proficiency in CRM software and other customer management tools. With a detailed-oriented and highly organized approach, they will juggle multiple accounts and projects simultaneously, while proactively managing customer needs and expectations. This candidate will demonstrate the ability to handle escalated issues calmly and efficiently, negotiate contracts, and identify upsell and cross-sell opportunities. Strong organizational and time management skills, along with a proactive and customer-focused mindset, ensure they stay updated on industry trends and product developments, offering informed advice to customers. Additionally, they will exhibit high empathy, professionalism, and integrity, and are willing to travel for in-person customer meetings when necessary. Ideally, they possess leadership and mentoring capabilities to guide junior account specialists, handle challenging conversations and negotiations confidently, and exhibit a collaborative and adaptive approach within cross-functional teams. Their strategic thinking, goal-oriented nature, and passion for continuous learning and self-improvement set them apart as the perfect fit for this role.

- Develop and maintain strong relationships with key customer accounts.
- Serve as the primary point of contact for customer inquiries and issues.
- Proactively manage customer needs and expectations.
- Analyze customer data and feedback to identify and address service improvement opportunities.
- Collaborate with internal teams including sales, finance, and operations to ensure seamless service delivery.
- Monitor customer account health and take necessary actions to mitigate risks.
- Conduct regular account reviews and performance assessments with customers.
- Provide training and support to customers on product features and best practices.
- Handle escalated issues and work towards timely resolution.
- Manage account renewals and contract negotiations.
- Prepare and present detailed account reports to senior management.
- Track and report on key account metrics and performance indicators.
- Facilitate and participate in customer meetings, both virtual and in-person.
- Identify upsell and cross-sell opportunities within existing customer accounts.
- Stay updated with industry trends and product developments to offer informed advice to customers.
- Coordinate with the marketing team to implement personalized customer engagement strategies.
- Ensure thorough documentation of all customer interactions and activities in CRM systems.
- Mentor and provide guidance to junior account specialists on best practices.

- Strong relationship-building skills.
- Exceptional problem-solving abilities.
- High level of empathy and customer-centric mindset.
- Excellent verbal and written communication skills.
- Proactive and self-motivated approach.
- Strong analytical and data interpretation skills.
- Ability to work well under pressure.
- Detail-oriented and highly organized.
- Adaptable and flexible to changing demands.
- Leadership and mentoring capabilities.
- Collaborative team player.
- Strategic thinking and planning skills.
- Confident in handling difficult conversations and negotiations.
- High emotional intelligence.
- Goal-oriented and results-driven.
- Technologically savvy and quick to learn new tools.
- High degree of professionalism and integrity.
- Strong time management and prioritization skills.
- Ability to think critically and make sound decisions.
- Passion for continuous learning and self-improvement.

- Competitive salary range: $80,000 - $100,000 per year.
- Comprehensive health insurance (medical, dental, and vision).
- 401(k) with company match.
- Paid time off (PTO) and holidays.
- Flexible working hours and remote work options.
- Professional development and training programs.
- Tuition reimbursement for further education.
- Performance-based bonus and incentives.
- Employee assistance program (EAP).
- Wellness programs and gym membership discounts.
- Company-sponsored events and team-building activities.
- Discounts on company products and services.
- Maternity and paternity leave.
- Career advancement opportunities within the organization.
- Travel reimbursement for customer meetings.
- Access to industry conferences and seminars.
- Life insurance and disability coverage.
- Collaborative and inclusive work environment.
- Mentorship and leadership development programs.