What are the responsibilities and job description for the Account Manager position at globalli?
The Account Manager will manage a portfolio of clients within Globalli’s global payroll and HCM platform. This role is responsible for driving customer retention, expansion, and satisfaction by serving as a trusted advisor to clients and ensuring successful adoption and ongoing value from the platform.
This is an individual contributor role with no direct reports, operating within a structured, playbook-driven account management framework.
Key Responsibilities
Client Relationship Management
- Own a portfolio of client accounts as the primary point of contact
- Build and maintain strong long-term client relationships to drive retention
- Serve as a trusted advisor on global payroll and HR tech solutions
- Act as the voice of the customer internally across product and operations teams
Account Growth & Retention
- Identify and execute upsell and cross-sell opportunities
- Drive account retention and manage churn risk proactively
- Develop and execute structured account plans using standardized playbooks
- Support renewal discussions and commercial continuity
Solution Delivery & Client Success
- Understand client workforce and business needs
- Recommend tailored solutions across payroll and compliance services
- Ensure clients are maximizing value from the Globalli platform
- Support onboarding continuity and product adoption where needed
Account Performance & Reporting
- Track account health, usage, and satisfaction metrics
- Maintain accurate CRM records (HubSpot or equivalent)
- Conduct regular business reviews with clients
- Provide insights on risks, trends, and expansion opportunities
Cross-Functional Collaboration
- Partner with Implementation, Product, Support, and Sales teams
- Coordinate resolution of client issues and escalations
- Share client feedback to support product and service improvements
Client Enablement & Support
- Support client training and platform adoption
- Assist with workflow optimization and best practices
- Resolve issues in coordination with internal teams
Qualifications
- 3–7 years in Account Management, Customer Success, or Client Services
- Experience in SaaS, HCM, global payroll, HR technology strongly preferred
- Proven track record managing and growing B2B client relationships
- Strong relationship management and client communication skills
- Ability to manage multiple accounts in a fast-paced environment
- Commercial acumen with a focus on retention and expansion
- Strong problem-solving and proactive ownership mindset
- Experience with CRM systems (HubSpot preferred)
- Familiarity with payroll, global employment, or HR tech platforms is a plus
- Comfortable working with account data and reporting metrics
- Multilingual - Portuguese, Spanish and English. Must be fluent in all 3 languages.
Preferred Qualifications
- Experience in high-growth SaaS or startup environments
- Exposure to global payroll or cross-border employment models
- Multilingual capabilities