Spanish Speaking Key Account Manager (SaaS)

PosiTrace Inc.; Vancouver; On-site; CAD 90,000 - 130,000; Full time

Job summary

PosiTrace Inc. is seeking a Key Account Manager to own relationships with a select portfolio of high-value enterprise customers across Mexico, Canada, and the United States. This role emphasizes proactive account stewardship, coordination, and delivering ongoing value.

You will manage customer health, coordinate with Support, Operations, Finance, Product, and Sales, and ensure successful onboarding and platform usage. Excellent communication and bilingual English/Spanish skills are essential.

Qualifications

• Fluent spoken and written English and Spanish.
• Experience in Account Management, Customer Success, or Technical Account Management.
• Strong project management and organizational skills.
• Ability to collaborate across teams and manage competing priorities.
• Experience with CRM and internal operational tools.
• Excellent communication, stakeholder management, and attention to detail.
• Customer-centric mindset with enterprise-level relationship experience.
• Ability to multitask and prioritize effectively.
• Technical or Business degree preferred.

Responsibilities

• Own and manage a limited portfolio of high-value enterprise accounts.
• Build long-term relationships with key customer stakeholders.
• Conduct regular account health checks, usage reviews, and service follow-ups.
• Represent PosiTrace with a professional customer experience.
• Identify risks and proactively resolve issues before escalation.
• Coordinate with cross-functional teams to resolve issues and implement improvements.
• Lead customer-related initiatives and manage projects when needed.
• Ensure proper onboarding, training, and platform adoption.
• Review contracts, pricing, and renewals for alignment with terms.

Skills

English fluency

Spanish fluency

Account management

Project management

CRM tools

Stakeholder management

Education

Bachelor's degree in Tech/Business

Tools

CRM software

Job description

We are seeking one Key Account Managers (KAM) to support a limited portfolio of high-value enterprise customers across Mexico, Canada and the United States. This role is designed for relationship owners who excel at proactive account stewardship, cross-functional coordination, and operational follow-through rather than transactional sales.

Role Overview

The Key Account Manager is the primary owner of the customer relationship for assigned enterprise accounts. The role focuses on proactive account management, issue resolution, and ensuring customers receive ongoing value, alignment, and operational excellence.

The KAM is expected to anticipate issues before they escalates, communicate clearly, and ensure accountability across internal and external stakeholders.

• Manage a limited portfolio of high-value enterprise accounts as the main point of contact
• Build trusted, long-term relationships with customer stakeholders
• Conduct regular account health check-ins, usage reviews, and service follow-ups
• Represent PosiTrace with a consistent, professional customer experience

Proactive Account & Issue Management

• Identify risks, operational gaps, or service issues before escalation
• Coordinate with Support, Operations, Finance, Product, and Sales to resolve issues
• Track issues end-to-end and manage customer expectations
• Maintain full ownership of problem resolution

Project Management & Cross-Functional Collaboration

• Lead customer-related initiatives and act as project manager when required
• Align internal teams and customers on timelines, responsibilities, and outcomes
• Ensure installations, configurations, and operational changes are executed correctly and on time
• Maintain clear documentation and follow-ups
• Ensure customers are properly onboarded, trained, and actively using the platform
• Review usage patterns and recommend best practices
• Identify opportunities to improve customer workflows and efficiency
• Capture and relay customer feedback to internal teams
• Review billing, subscriptions, and invoices for accuracy
• Partner with Finance to resolve billing issues proactively
• Review contracts, amendments, and renewals for alignment with approved terms
• Ensure systems accurately reflect pricing, services, and subscriptions

Onboarding & Account Changes

• Support onboarding of new users within existing enterprise accounts
• Coordinate access, setup, and platform navigation
• Ensure device installations are scheduled, executed, and validated correctly

Success is measured by account health, retention, operational excellence, and customer satisfaction.

Requirements

• Fluent spoken and written English and Spanish (required)
• Experience in Account Management, Customer Success, or Technical Account Management
• Strong project management and organizational skills
• Ability to collaborate across teams and manage competing priorities
• Experience with CRM and internal operational tools
• Excellent communication, stakeholder management, and attention to detail
• Customer-centric mindset with enterprise-level relationship experience
• Ability to multitask and prioritize effectively
• Technical or Business degree (preferred)

Compensation & Growth

• Long-term growth as portfolio size and complexity increase
• Salary progression tied to scope, impact, and responsibility (structure to be defined)
• Opportunity to grow within a stable, people-centric organization