Account Manager - Honduras

About this role

Location: Remote | Honduras Employment Type: Full-Time

About the Role:

We are looking for a proactive, client-oriented Account Manager & Implementation Coordinator to support both the onboarding and ongoing success of our customers, particularly multi-shop organizations. This role combines account management, onboarding, and operational execution. You will act as an embedded partner to clients, owning relationships, ensuring smooth implementations, improving workflows, and driving long-term account health. This is not a traditional support role. We’re looking for someone who can balance client communication, process execution, and analytical thinking to deliver a high-touch, strategic customer experience at scale.

Key Responsibilities

Account Management & Client Success

- Manage a portfolio of customer accounts and serve as a trusted day-to-day point of contact

- Build a strong understanding of each client’s business model, workflows, and operational needs

- Drive onboarding, adoption, and ongoing engagement with the platform

- Monitor account health, usage trends, and performance metrics to identify risks and growth opportunities

- Track churn indicators and support retention and expansion efforts

- Deliver a personalized, high-touch experience across both large and small accounts

Implementation & Onboarding Execution

- Support onboarding and rollout initiatives, especially across multi-location organizations (MSOs)

- Lead training sessions and implementation calls for new clients and locations

- Ensure onboarding follows a structured, repeatable process

- Track rollout progress and ensure milestones are met across multiple locations

- Coordinate internal setup and ensure consistency across implementations

Operational Support & Communication

- Act as the frontline contact for customer needs post-launch

- Support configuration updates, workflow changes, and new location rollouts

- Respond to client questions with clarity, urgency, and ownership

- Identify issues early and escalate when needed to internal teams

- Maintain continuity so clients experience seamless communication across teams

Reporting, Analysis & Process Improvement

- Build and maintain account reporting and performance tracking (ROI, activity, adoption)

- Provide insights to improve client outcomes, retention, and efficiency

- Help document and refine standard operating procedures and playbooks

- Identify process gaps and recommend improvements for scalability and consistency

- Contribute to improving workflows as the client base and operations scale

Qualifications

- 2+ years of experience in account management, customer success, onboarding, or operations

- Strong written and verbal English communication skills

- Ability to build relationships and communicate effectively with both leadership and operational teams

- Strong organizational skills and ability to manage multiple workflows and priorities

- Analytical mindset with experience using spreadsheets, reports, or dashboards

- Comfortable learning and navigating software platforms and client-specific workflows

- Experience in SaaS, onboarding, client operations, or support environments preferred

- Experience supporting multi-location organizations is a strong plus

What Success Looks Like (First 90 Days)

- Gains a strong understanding of customer accounts, workflows, and implementation processes

- Executes onboarding and rollout processes with accuracy and consistency

- Maintains clear reporting and visibility into account performance and progress

- Builds trust with clients through reliable communication and follow-through

- Identifies opportunities to improve processes, client experience, and operational efficiency

- Contributes to strong retention, adoption, and overall account health

Who This Role Is For

- Highly organized, detail-oriented, and process-driven professionals

- Strong communicators who can lead calls and guide clients confidently

- Individuals comfortable working in structured environments with clear frameworks

- People who enjoy combining client interaction with operational execution

Join Us and Enjoy These Perks!

- Competitive Salary: Earn a USD salary that matches your skills and experience.

- Paid Time Off: We value work-life balance, offering PTO so you can recharge.

- Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.

- Salary Reviews every year!

- Paid Training and Certifications

Ready to put your puzzle-solving skills to the test? Join our team today!

Want to learn more about us?

LinkedIn: Puzzle https://www.linkedin.com/company/puzzle-tech-recruitment/ Instagram: @ https://instagram.com/puzzle.tech_?igshid=YmMyMTA2M2Y=puzzle.tech http://puzzle.tech_ https://instagram.com/puzzle.tech_?igshid=YmMyMTA2M2Y=