Jr. Account Manager – Customer Success

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📌 Core Information

🔹 Job Title: Jr. Account Manager – Customer Success

🔹 Company: PartnerHero

🔹 Location: Remote (Hybrid - San Pedro Sula & Tegucigalpa)

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX), 💼 Account Management

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Supporting fintech applications and platforms for a major partner
• Delivering exceptional customer service and account management
• Building and maintaining strong client relationships
• Collaborating with leadership and support teams to optimize services

ASSUMPTION: Assumed the position's focus is on fintech solutions based on the description's mention of expense management systems and SaaS support expectations.

📋 Key Responsibilities

✅ Communicate with clients to ensure their needs are understood and addressed

✅ Build strong client relationships to maintain and acquire customers

✅ Collaborate with internal departments to fulfill customer requests

✅ Resolve complaints and document client feedback

✅ Act as a liaison between the customer and internal departments

✅ Assist with travel arrangements and contract renewals

ASSUMPTION: Responsibilities are based on the detail in the listing describing typical account management tasks.

🎯 Required Qualifications

Education: Not specified

Experience: Experience in contact centers and familiarity with SaaS products preferred

Required Skills:

• Customer Service
• Communication
• Problem Solving
• Time Management
• Multi-tasking

Preferred Skills:

• Experience in a startup or new business venture
• Regulation E and EFT knowledge

ASSUMPTION: Assumption is that specific education background may be less critical if extensive relevant experience is present.

💰 Compensation & Benefits

Salary Range: Not specified, competitive compensation mentioned

Benefits:

• Medical, dental, and vision options
• Paid Sabbatical Leave
• Training opportunities and mentorship

Working Hours: Tuesday - Saturday, 7:00 am - 4:00 pm CST with flexibility for additional hours as needed

ASSUMPTION: Benefits are broad, suggesting a supportive work environment based on details about sabbatical leave and training.

📌 Applicant Insights

🔍 Company Context

Industry: Outsourcing and Offshoring Consulting

Company Size: 1,001-5,000 employees, indicating a substantial yet manageable organization size

Founded: Not specified

Company Description:

• Recognized for high-quality outsourcing partnerships
• Expertise in AI-driven customer support solutions
• Dedicated to cultural diversity and workplace inclusion

Company Specialties:

• Customer Experience
• Customer Support
• Technology and Innovation

Company Website: http://www.partnerhero.com

ASSUMPTION: Assumed company has a solid reputation in delivering quality-focused outsourcing services by highlighting multiple offices across global locations.

📊 Role Analysis

Career Level: Junior level, opportunity for growth and development

Reporting Structure: Reports to program management, collaboration with cross-functional teams

Work Arrangement: Hybrid, with initial office visits required for the first 60 days

Growth Opportunities:

• Mentorship and cross-functional development
• Opportunities to work on tech-driven solutions
• Exposure to diverse customer interactions and challenges

ASSUMPTION: Assumed significant opportunities for career advancement due to the encouragement of personal expression and skill development in company culture.

🌍 Location & Work Environment

Office Type: Hybrid work environment allows flexibility with office presence requirement initially

Office Location(s): San Pedro Sula and Tegucigalpa

Geographic Context:

• Located in vibrant Honduran cities
• Access to regional offices fosters international collaboration
• Opportunities for in-person team building and support

Work Schedule: Set weekday schedule with potential for additional time as program needs arise

ASSUMPTION: Work environment assumptions are based on location details and flexibility in hours suggesting a commitment to balance.

💼 Interview & Application Insights

Typical Process:

• Initial application review
• Virtual or phone screenings
• Technical and cultural fit interviews

Key Assessment Areas:

• Customer interaction skills
• Technical problem-solving ability
• Adaptability and cultural fit

Application Tips:

• Highlight relevant SaaS support experience
• Emphasize adaptability and collaboration skills
• Prepare examples of problem-solving situations

ATS Keywords: Customer Service, SaaS Support, Fintech, Account Management, Communication, Problem Solving

ASSUMPTION: Application process assumptions are informed by typical SaaS team activities and general hiring practices in tech-enabled service roles.

🛠️ Tools & Technologies

• Email and chat platforms for customer interaction
• Video conferencing tools
• Data analytics software

ASSUMPTION: Assumed use of standard communication and support technologies given the omnichannel nature of the role.

👔 Cultural Fit Considerations

Company Values:

• Care for others
• Embrace growth
• Manifest trust

Work Style:

• Collaborative and open-minded
• Proactive and results-driven
• Adaptable to change and continuous improvement

Self-Assessment Questions:

• How do you manage multiple priorities effectively?
• Can you provide an example of a challenging customer interaction and how you handled it?
• What strategies do you use to build trust with clients?

ASSUMPTION: Assumed cultural focus on inclusivity and growth based on company values highlighted throughout.

⚠️ Potential Challenges

• Managing complex client needs across multiple channels
• Adapting quickly to evolving product features
• Maintaining customer satisfaction under high pressure
• Navigating hybrid work requirements and flexibility

ASSUMPTION: Challenges are deduced from typical omnichannel support roles with a focus on fintech applications and evolving customer expectations.

📈 Similar Roles Comparison

• Similar account management roles may focus less on fintech specifics
• Broader roles often lack hybrid work flexibility initially described here
• This role offers a balance of fixed schedule and overtime opportunities not seen everywhere

ASSUMPTION: Assumed similar roles in the industry may not emphasize fintech support or initial hybrid flexibility as strongly.

📝 Sample Projects

• Implementing new communication technology for a customer campaign
• Coordinating a client feedback initiative for product improvement
• Designing solutions for escalated support challenges

ASSUMPTION: Assumed projects based on role's focus on customer interaction, product improvement, and support solutions.

❓ Key Questions to Ask During Interview

• What are the main challenges faced by account managers in this role?
• How much autonomy do account managers have in decision-making?
• What growth opportunities exist within program management?
• Could you describe a typical day for someone in this position?
• How does this role contribute to PartnerHero's overall mission and values?

ASSUMPTION: Questions are suggested based on job specifics for clearer understanding of role fit and scope.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume with relevant skills and experience emphasized
• Highlight your adaptability and problem-solving in the cover letter
• Research PartnerHero's values and mission in preparation for the interview
• Follow up with the hiring team to confirm application receipt

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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