As an Account Manager at Hireframe, you will be responsible for customer success activities such as project implementation, recruiting, support, driving and retention, as well as outcomes such as renewals and upsells.
Primary responsibilities will be account management including relationship management, upsell/cross-sell, customer renewals and expansions. You will be responsible for small and medium sized accounts individually and will work collaboratively with other members of the team on customer accounts.
Primary Responsibilities
Customer Relationship Management:
- We build and maintain strong, long-term relationships within our client roster with the goal of becoming the staffing vendor of choice.
- Implement strategies to strengthen customer relationships, retain customers, increase lifetime value and uncover new recruitment opportunities. When our customers succeed, you succeed.
- Acts as the primary point of contact for customer inquiries, issues, and feedback.
- Conduct regular check-ins to assess customer satisfaction and identify opportunities for improvement and growth.
Needs assessment and solution provision:
- We collaborate with our clients to understand their workforce needs and challenges.
- Be an expert in proactively managing timelines and communications, and keeping both internal and customer teams on task to deliver the best customer experience.
- We frequently consider new opportunities to improve Hireframe’s services and customer experience.
Account Growth and Retention:
- Drive new business growth through increased customer advocacy. Partner with our sales team to increase revenue through cross-selling and up-selling.
- Provide clients with insights and recommendations on optimizing their talent strategies.
- Forecast and track key account metrics (e.g. retention rate and monthly forecast).
- Prepare reports on account status and provide regular updates to internal stakeholders.
Problem solving:
- Address and resolve customer concerns and issues quickly and effectively, becoming a trusted talent advisor.
- Collaborate with internal teams to find solutions to customer challenges.
- Proactively communicate with customers and keep them updated on the progress of resolution.
Customer Training and Onboarding:
- Facilitate the customer onboarding process to ensure a smooth start.
- Add value to our services throughout every stage of the customer experience.
- We provide training and support to help you use our services effectively.
Requirements
- Great project management skills and attention to detail
- Excellent written and verbal communication skills (email, telephone, face-to-face).
- Be a person of action. You are ambitious and passionate about perfecting your relationships and work.
- Experience in a startup or all-hands environment
- Strong empathy for customers and a passion for profit and growth
- Relationship Management and Interpersonal Skills
- Demonstrated ability to take initiative, think critically and have strong decision-making skills.
- Persuasive and problem-solving skills
- Good time management skills
- Teamwork in a fully remote environment
- 2+ years of experience in client/customer success or customer facing roles
advantage
Hireframe provides nearshore and offshore talent solutions. We are a remote-first company with team members in the US, Mexico, and the Philippines. Our comprehensive benefits package includes:
- Tax-free compensation
- Annual performance bonus
- 10 vacation credits after 3 months
- HMO coverage after 6 months
- Dedicated coaching to improve your performance, communication and leadership skills
- Opportunities for growth
At Hireframe, you’ll thrive in a supportive environment designed to foster your professional growth and success.
