Account Manager - USA

GoGlobal

42d•Remote

About The Position

The Manager, Account Management serves as a primary day-to-day contact for a portfolio of client accounts, supporting client retention, service excellence, and account growth opportunities. This role works closely with Senior Account Managers, Sales, HR, Payroll, Compliance, Finance, and Operations teams to ensure exceptional client experiences and successful delivery of GoGlobal's services across multiple countries. The ideal candidate is client-focused, commercially aware, highly organized, and capable of managing multiple priorities while building strong relationships with both clients and internal stakeholders.

Requirements

Bachelor's degree in Business, Finance, Human Resources, International Business, or a related field.
3-5 years of experience in Account Management, Client Services, Customer Success, Payroll, HR Services, Professional Services, or Business Process Outsourcing (BPO).
Experience managing client relationships in a professional services environment.
Strong communication, organizational, and stakeholder management skills.
Ability to manage multiple accounts and priorities simultaneously.
Proficiency with CRM systems and Microsoft Office applications.

Nice To Haves

Experience supporting international clients or global service delivery models.
Knowledge of HR, Payroll, Corporate Governance, Global Mobility, Employer of Record (EOR), or Entity Management services.
Exposure to contract administration, renewals, or commercial account management.
Experience working in a fast-paced, multi-country environment.

Responsibilities

Support the management of an assigned portfolio of client accounts.
Develop strong working relationships with client contacts and stakeholders.
Assist in maintaining high levels of client satisfaction, retention, and account stability.
Support account reviews and client meetings to identify potential growth opportunities.
Help coordinate Quarterly Business Reviews (QBRs) and prepare relevant account insights and reporting.
Provide guidance to clients regarding GoGlobal services, onboarding processes, and operational procedures.
Escalate complex commercial, compliance, or operational issues to senior stakeholders when required.
Coordinate onboarding activities and support smooth implementation of services across HR, Payroll, Finance, Corporate Governance, and Employer of Record solutions.
Serve as a day-to-day point of contact for client communications, responding to inquiries and coordinating issue resolution.
Maintain an understanding of each client's business structure, services in scope, countries covered, and operational requirements.
Ensure clients have clear visibility of service timelines, deliverables, and responsibilities.
Monitor service delivery performance and follow up on outstanding actions with internal teams.
Assist with contract renewals, pricing discussions, and scope amendments under the guidance of senior team members.
Support invoice reviews to ensure billing accuracy and identify potential out-of-scope service charges.
Flag potential scope creep, commercial risks, or delivery challenges to management.
Partner with Sales and Account Management teams to support renewal and growth initiatives.
Assist in gathering information and preparing proposals for client expansion opportunities.
Participate in prospect and client meetings to understand business needs and scope requirements.
Support cross-sell and upsell opportunities across Entity Solutions, HR Solutions, and Employer of Record services.
Contribute to basic pricing reviews and commercial documentation as required.
Represent GoGlobal professionally during client-facing interactions and events.
Maintain accurate client records within CRM and internal systems.
Ensure client information, onboarding status, renewal dates, and account activities are properly documented.
Support the preparation and maintenance of contracts, Statements of Work (SOWs), and related documentation.
Track key account metrics and client health indicators, highlighting potential risks or concerns.
Coordinate with cross-functional teams to ensure timely and effective service delivery.
Support resolution of client issues while maintaining service quality standards.
Adhere to internal policies, compliance requirements, and operational procedures.
Escalate regulatory, compliance, or service risks appropriately.
Work closely with Sales, Operations, Legal, Compliance, HR, Payroll, and Finance teams to support client success.
Participate in training programs and professional development activities.
Contribute to process improvement initiatives that enhance client experience and operational efficiency.
Support internal projects and initiatives related to service delivery improvements.
Coordinate with regional and global teams to ensure consistent service delivery across multiple jurisdictions.
Demonstrate sound judgment regarding issue escalation and stakeholder involvement.