Account Manager (LATAM-Based) - R202 at Hey Lieu – Mexico City, Ciudad de México

We are a fast-growing virtual assistant company that supports small-to-medium businesses across the US. We pride ourselves on operational excellence, proactive communication, and high-performance remote teams. Join us in shaping a world-class support ecosystem from the ground up.

The Account Manager owns the success of both the client and the Virtual Assistant (VA). You’ll sit at the center of operations: coordinating VA onboarding, timekeeping, performance management, and managing client relationships, reporting, and expansion opportunities.

This is a mix of client success, people operations, and light project management.

You’ll work closely with clients, VAs, and internal leadership to keep accounts healthy, prevent churn, and grow revenue.

• Lead VA onboarding calls: explain tools, timekeeping, payroll, expectations, and support structure.
• Monitor attendance and productivity via Hubstaff and internal trackers.
• Review and approve VA timesheets each cutoff; coordinate with payroll and billing to avoid discrepancies.
• Run structured VA 1:1s (weekly at start, then bi-weekly/monthly).
• Detect early retention risks and implement corrective plans.
• Conduct performance reviews (90-day, 6-month, annual) with client input.

• Act as the primary point of contact for assigned US-based clients.
• Lead kickoff calls for new placements (goals, KPIs, communication cadence, tools).
• Manage client requests (schedule changes, performance concerns, billing questions, additional roles).
• Prepare and deliver weekly/monthly client reports (hours, KPIs, highlights).
• Run MBRs/QBRs to review performance and align on strategy.
• Monitor account health and execute recovery plans for at-risk clients.

• Ensure Hubstaff hours and contracted rates align with invoices.
• Maintain clean CRM records (HubSpot preferred).
• Identify expansion opportunities (additional VAs, upgraded roles, add-on services).
• Collaborate with Recruitment and Sales to scope new roles accurately.

• Contribute to improving timekeeping, reporting, and client workflows.
• Create and refine SOPs related to AM and VA operations.
• Provide structured feedback from clients and VAs to leadership.

• 3+ years in Account Management, Client Success, Operations, or Team Lead roles.
• Experience working with US-based clients.
• Strong written and verbal English (near-native fluency required).
• Experience managing remote teams and coordinating timekeeping and performance.
• Highly organized and comfortable managing multiple accounts simultaneously.
• Data-driven and able to interpret reports and act on insights.
• Strong conflict resolution and de-escalation skills.

• Based in LATAM (Mexico, Colombia, Argentina, Brazil, etc.).
• Experience in BPO, staffing, outsourcing, or remote team environments.
• Spanish-English bilingual is a plus (not required).
• Experience with HubSpot, Hubstaff, ClickUp, and Google Workspace.

• Full-time, remote.
• Must overlap significantly with US business hours (EST/CST preferred).
• Flexibility for client meetings and QBRs.