Account Manager - LATAM

Job Title: Account Manager - LATAM
Location: Remote (PST Time zone)

Work Schedule: Monday-Friday, 8 AM to 4 PM PST

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

Sagan is seeking a dedicated Account Manager to join our team. As a Sagan Passport Account Manager, you will be the primary point of contact for our valued members, ensuring they receive maximum value from our subscription-based global talent hiring services. You will act as a trusted advisor, facilitator, and advocate for our members, navigating hiring complexities and continuously striving to improve member satisfaction and retention.

Key Responsibilities:

1. Onboarding and Engagement:

• Conduct thorough onboarding calls with new members, guiding them through the hiring process.
• Demonstrate how to submit hiring requests using our forms and provide a guided tour of the Skool community platform.
• Measure member engagement (participation in workshops, registration and attendance in Sagan U, etc.) and track progress on Airtable.
• Facilitate outstanding member experiences through various engagement strategies.

2. Subscription and Hiring Management:

• Manage and track members' subscription details, including available hires, participation in the Skool community, and talent pool access.
• Record credits whenever a hire is made and maintain accurate records of member progress and hiring activities in Airtable.
• Send invoices for white glove services.

3. Hiring Facilitation:

• Collaborate with members and recruiters, engaging in calls to discuss hiring requests and address any issues during the hiring process.
• Send reminder emails to members about remaining credits and inquire about upcoming hires.
• Participate in internal leadership calls with recruitment team leads.
• Track hiring request cancellations, keep records of all canceled hires, and investigate the reasons.

4. Community Engagement:

• Respond to member inquiries and messages on the Skool platform.
• Gather member feedback and insights through various methods.
• Manage email communication with members, addressing inquiries and providing necessary resources.
• Facilitate the creation of additional resources based on member needs.
• Keep the community informed about relevant activities, courses, and workshops.

5. Strategic Initiatives:

• Participate in brainstorming sessions and content planning for the community.
• Craft standard operating procedures (SOPs) for fellow account managers and community assistants.

6. Member Support and Escalations:

• Address and resolve difficult situations and escalations from members.
• Collect feedback through surveys and identify areas for improvement.
• Track member cancellations and investigate the reasons.
• Provide templates for hiring, onboarding, offer letters, employee playbooks, EODs, etc.

7. Reporting and Analytics:

• Maintain accurate records of member interactions, hiring activities, and subscription details.
• Generate reports to monitor performance metrics and identify trends.
• Make data-driven recommendations for product/service enhancements.
• Provide members with hire reports on the progress of their jobs.

Skills and Qualifications:

• Proven experience in customer service, account management, or a similar role.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to quickly pick up and efficiently handle administrative tasks.
• Proactive and problem-solving mindset.
• Good command of English, both written and verbal.
• Effective email communication skills, as you will be managing a significant volume of email correspondence throughout the day.

Nice-to-Haves:

• Proficiency with software such as Airtable, CRM systems, and community platforms.