Account Manager Latam-latin America

**Account Manager LATAM-Latin America**

**(Remote)**

**DESCRIPTION**

The Account Manager is responsible for managing a portfolio of high value accounts and acts as the primary point of contact between the client’s upper management and Tillster. The primary objectives of the Account Manager are to promote Tillster products and services to aggressively grow Tillster revenues and the client’s program Gross Merchandise Value (“GMV”) within each managed account. This growth will be accomplished in two principal ways: (1) transaction growth within the account, (2) addition of new channels/products into the account.

The Account Manager is also responsible for developing strategic relationships with client’s upper management to maximize their knowledge of Tillster products and services, and to manage all details of the relationship, including referrals to sister brands or markets that can be pursued by the Sales team. The Account Manager is measured on performance against two primary criteria: 1) client satisfaction and account retention 2) revenue and profit growth within the account. In pursuit of these two objectives, quarterly performance against a defined set of goals will be measured. These goals shall be memorialized in account plans that will be developed for each account by the Key Account Manager before the beginning of each calendar year as approved by the EVP of Sales & Account Management.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Act as primary liaison with customer’s upper management to maintain positive working relationships and to understand customer's goals, objectives and direction.
- Lead daily and weekly functional activities including building strong cross-functional customer relationships, promote customer knowledge of total product offering, available services, implementation and daily operating processes.
- Predictive escalation of pending customer satisfaction issues
- Conduct regular customer meetings to assess customer satisfaction at all levels within the organization.
- Implement and maintain a Customer Relationship Scorecard to assess performance.
- Work with Product Management to create visibility to upcoming product and services-based opportunities.
- Develop and manage an annual account plan for each account which forecasts and plans business growth in assigned accounts, including an outline of dependencies and contributions required by the Company.

**ADDITIONAL DUTIES**:

- Must be extremely focused on customer satisfaction and success.
- Must be highly organized; must manage complex lists of objectives, sequence, and priority.
- Must be able to build credibility within executive ranks of client companies.
- Must be able to build credibility within the company in order to create cross-functional cooperation.
- Must be able to conduct effective meetings both within the company and with the customer, including management of action items and follow-up.
- Ability to identify and coordinate sales opportunities with both inside and outside sales teams.
- Ability to identify, understand, and adapt to culture systems within client companies.
- Must possess strong interpersonal skills that engender trust, resolve conflict, and create mutual accountability within an account team.
- Must be process oriented and have experience in technology that is relevant to the job.
- Experience working with fortune 1000 companies preferred.

SUPERVISORY RESPONSIBILITIES

None at this time

**EDUCATION and/or EXPERIENCE**
- Experience managing important relationships and communicating with executive and management levels within client organizations in LATAM
- Key account management experience and a track record of product, territory, and transaction expansion within that account a major plus.
- Bi-Lingual and comfortable dealing with accounts in LATAM
- 3-5 years plus experience in account management handling client relationships and a service delivery business.
- 1-3 years of experience in program management or project planning/management.
- Bachelor’s in business, Marketing, Computer Science or Technology, or equivalent experience.
- Familiarity and experience in either restaurant, hospitality, software, or other related industry.
- Familiarity and experience in either eCommerce, SaaS, Software, or another business related to technology services.
- Experience leading internal and client teams and using influence to get work done with clients.
- Nice to have, experience in the restaurant business operations, IT, or marketing.
- Experience doing simple data analysis with business and technical data and connecting data to the business and operations.
- Experience dealing with contracts and service level agreements.
- Experience in handling roadmaps, client escalations and P1 emergency events.
- Proficient in standard office productivity software, and preparing and delivering presentations such as business reviews, program updates and service overviews.

**The Interview Process**
- Recr