We are seeking for a 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 elevate, communicate clearly, and ensure accountability across internal and external stakeholders.

Key Responsibilities
Enterprise Account Ownership

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 explicit documentation and follow-ups





Customer Utilization & Value Delivery

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

Financial & Contractual Oversight

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 is a must

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

Base salary (no commission)

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

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📌 Bilingual Key Account Manager (British Columbia)
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