Account Manager - Honduras at Puzzle in Honduras, Honduras

Location: Remote | Honduras Employment Type: Full-Time

About the Role:

We are looking for a proactive, client-oriented Account Manager & Implementation Coordinator to support both the onboarding and ongoing success of our customers, particularly multi-shop organizations. This role combines account management, onboarding, and operational execution. You will act as an embedded partner to clients, owning relationships, ensuring smooth implementations, improving workflows, and driving long-term account health. This is not a traditional support role. We’re looking for someone who can balance client communication, process execution, and analytical thinking to deliver a high-touch, strategic customer experience at scale.

Key Responsibilities

Account Management & Client Success

• Manage a portfolio of customer accounts and serve as a trusted day-to-day point of contact
• Build a strong understanding of each client’s business model, workflows, and operational needs
• Drive onboarding, adoption, and ongoing engagement with the platform
• Monitor account health, usage trends, and performance metrics to identify risks and growth opportunities
• Track churn indicators and support retention and expansion efforts
• Deliver a personalized, high-touch experience across both large and small accounts

Implementation & Onboarding Execution

• Support onboarding and rollout initiatives, especially across multi-location organizations (MSOs)
• Lead training sessions and implementation calls for new clients and locations
• Ensure onboarding follows a structured, repeatable process
• Track rollout progress and ensure milestones are met across multiple locations
• Coordinate internal setup and ensure consistency across implementations

Operational Support & Communication

• Act as the frontline contact for customer needs post-launch
• Support configuration updates, workflow changes, and new location rollouts
• Respond to client questions with clarity, urgency, and ownership
• Identify issues early and escalate when needed to internal teams
• Maintain continuity so clients experience seamless communication across teams

Reporting, Analysis & Process Improvement

• Build and maintain account reporting and performance tracking (ROI, activity, adoption)
• Provide insights to improve client outcomes, retention, and efficiency
• Help document and refine standard operating procedures and playbooks
• Identify process gaps and recommend improvements for scalability and consistency
• Contribute to improving workflows as the client base and operations scale

Qualifications

• 2+ years of experience in account management, customer success, onboarding, or operations
• Strong written and verbal English communication skills
• Ability to build relationships and communicate effectively with both leadership and operational teams
• Strong organizational skills and ability to manage multiple workflows and priorities
• Analytical mindset with experience using spreadsheets, reports, or dashboards
• Comfortable learning and navigating software platforms and client-specific workflows
• Experience in SaaS, onboarding, client operations, or support environments preferred
• Experience supporting multi-location organizations is a strong plus

What Success Looks Like (First 90 Days)

• Gains a strong understanding of customer accounts, workflows, and implementation processes
• Executes onboarding and rollout processes with accuracy and consistency
• Maintains clear reporting and visibility into account performance and progress
• Builds trust with clients through reliable communication and follow-through
• Identifies opportunities to improve processes, client experience, and operational efficiency
• Contributes to strong retention, adoption, and overall account health

Who This Role Is For

• Highly organized, detail-oriented, and process-driven professionals
• Strong communicators who can lead calls and guide clients confidently
• Individuals comfortable working in structured environments with clear frameworks
• People who enjoy combining client interaction with operational execution

Join Us and Enjoy These Perks!

• Competitive Salary: Earn a USD salary that matches your skills and experience.
• Paid Time Off: We value work-life balance, offering PTO so you can recharge.
• Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.
• Salary Reviews every year!
• Paid Training and Certifications

Ready to put your puzzle-solving skills to the test? Join our team today!

Want to learn more about us?

LinkedIn: Puzzle Instagram: @http://puzzle.tech[_](https://instagram.com/puzzle.tech_?igshid=YmMyMTA2M2Y=)