Support Account Manager

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Support Account Manager plays a crucial role in managing and nurturing client relationships, ensuring customer satisfaction, and addressing any issues that arise post-sales. They act as the primary point of contact for clients, providing tailored support, guidance, and solutions to maximize the value and effectiveness of the products or services. By closely collaborating with various departments, such as sales, technical support, and product development, a Support Account Manager ensures seamless communication and swift resolution of client concerns, ultimately driving customer loyalty and retention.

- Bachelor’s degree in Business, Communications, or a related field.
- Proven experience in account management or customer support roles.
- Strong problem-solving skills and ability to perform under pressure.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software (e.g., Salesforce).
- Strong organizational skills and attention to detail.
- Ability to manage multiple tasks and priorities effectively.
- Technical aptitude and willingness to learn about new products and services.
- Demonstrated ability to build and maintain positive customer relationships.
- Analytical skills with the ability to interpret data and generate insights.
- Proactive approach to identifying and resolving issues.
- Experience in preparing and delivering detailed reports and presentations.
- Ability to collaborate effectively with cross-functional teams.
- Customer-focused mindset with a commitment to delivering exceptional service.
- Flexibility to adapt to changing business needs and priorities.
- Strong written and verbal communication skills in English.
- Experience with project management and coordination.
- Familiarity with billing and finance processes related to customer accounts.
- Ability to travel occasionally for client meetings, if required.

- Respond promptly to customer inquiries through multiple channels.
- Provide detailed and accurate information on products and services.
- Monitor and resolve issues in customer accounts proactively.
- Escalate and track complex technical issues with internal teams.
- Conduct regular status meetings with clients.
- Prepare and deliver reports on account health and performance metrics.
- Collaborate with sales and product teams for customer satisfaction and retention.
- Assist with client onboarding, including training and documentation.
- Update and maintain customer records in the CRM system.
- Develop strategies to optimize account growth and maximize service usage.
- Track and document customer interactions and support cases in the CRM system.
- Gather and communicate customer feedback for service improvements.
- Ensure compliance with customer service standards and company policies.
- Participate in customer-focused projects and initiatives.
- Act as a liaison between customers and internal teams.
- Offer proactive support to identify potential issues.
- Coordinate with billing and finance teams to resolve account discrepancies.
- Participate in training sessions to stay updated on product knowledge and support procedures.
- Analyze customer trends and usage patterns for account management insights.

The ideal candidate for the Support Account Manager role will possess a Bachelor’s degree in Business, Communications, or a closely related field, and demonstrate proven experience in account management or customer support roles. They will exhibit exceptional problem-solving skills and thrive under pressure, consistently delivering prompt and accurate information across multiple communication channels. Outstanding communication and interpersonal skills are essential, ensuring clear interactions with clients and internal teams. Proficiency in CRM software, such as Salesforce, and strong organizational abilities will enable effective management of multiple tasks and priorities. The ideal candidate will showcase technical aptitude with a commitment to continuous learning, paired with the capability to build and maintain positive, long-term customer relationships. Strong analytical skills, including the ability to interpret data and generate actionable insights, will be crucial. A proactive, self-motivated approach to identifying and resolving issues is required, along with experience preparing and delivering detailed reports and presentations. The candidate will also possess a collaborative spirit, working seamlessly with cross-functional teams to enhance customer satisfaction and retention. Flexibility and adaptability to changing business needs, along with a customer-focused mindset and commitment to exceptional service, are paramount. The ideal candidate will also demonstrate strong project management experience and be familiar with billing and finance processes related to customer accounts, with the readiness to travel occasionally for client meetings as needed.

- Respond promptly to customer inquiries through various channels, including email, phone, and live chat.
- Provide detailed and accurate information regarding products and services to clients.
- Monitor customer accounts to identify and resolve issues proactively.
- Escalate complex technical issues to the appropriate internal teams and track progress until resolution.
- Conduct regular status meetings with clients to review account performance and address any concerns.
- Prepare and deliver detailed reports on account health and service performance metrics.
- Collaborate with sales and product teams to ensure customer satisfaction and retention.
- Assist with onboarding new clients, including training sessions and documentation.
- Update and maintain customer records in the CRM system.
- Develop and implement strategies to optimize account growth and maximize service usage.
- Track and document all customer interactions and support cases in the CRM system.
- Gather and communicate customer feedback to relevant departments to inform service improvements.
- Ensure compliance with customer service standards and company policies.
- Participate in customer-focused projects and initiatives as needed.
- Act as a liaison between customers and internal teams to ensure client needs are met.
- Offer proactive support by identifying potential issues before they escalate.
- Coordinate with billing and finance teams to resolve any account discrepancies or billing issues.
- Participate in training sessions and workshops to stay updated on product knowledge and support procedures.
- Analyze customer trends and usage patterns to provide insights to the account management team.

- Customer-focused mindset
- Strong problem-solving ability
- Excellent communication and interpersonal skills
- Organized with attention to detail
- Ability to manage multiple tasks and priorities
- Technical aptitude
- Proactive and self-motivated
- Strong analytical skills
- Ability to interpret data and generate insights
- Demonstrated ability to build positive customer relationships
- Collaborative team player
- Flexibility to adapt to changing needs
- Exceptional written and verbal communication
- Strong presentation skills
- Commitment to delivering exceptional service
- Resilient under pressure
- Experience with CRM software
- Willingness to learn and stay updated
- Experience in project management
- Familiarity with billing and finance processes
- Ability to travel occasionally for client meetings

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company matching
- Paid time off, including vacation days, personal days, and holidays
- Flexible work hours and remote work opportunities
- Professional development and career advancement opportunities
- Tuition reimbursement for relevant courses and certifications
- Employee assistance programs
- Wellness programs, including gym memberships and health challenges
- Life insurance and disability coverage
- Employee discount programs
- Opportunities for travel and attending industry conferences
- Inclusive and supportive company culture
- Team-building activities and company-sponsored social events
- Access to the latest technology and tools for efficient work
- Collaborative and innovative work environment
- Recognition and reward programs based on performance
- Parental leave and family support benefits
- Commuter benefits or transportation assistance