Account Manager & Performance Coach

Salary, Location & Schedule

- Compensation: $1,300/month base, plus performance commission on expansions.
- Location: 100% remote LATAM only. We currently hire in El Salvador, Honduras, Nicaragua, Argentina, and Guatemala.
- Schedule: Full-time, Monday–Friday, aligned to U.S. Eastern Time.

About Edge Operations Manager

Edge Operations Manager places skilled remote virtual operators with U.S.-based clients in the roofing, restoration, and construction industries. We pride ourselves on building strong, lasting relationships between our placements and the clients they support, and this role is central to making that happen.

Role Summary

The Account Manager & Performance Coach is the main point of contact between Edge, our clients, and the virtual operators placed with them. The role owns the client relationship end to end: leading onboarding, running regular check-ins, resolving performance and service issues, handling day-to-day account HR (PTO, overtime, billing questions), and managing offboarding when needed.

Just as importantly, this is a growth role. On every client conversation, the Account Manager is expected to protect the relationship AND grow the account surfacing opportunities for renewals, additional placements, the Operations Manager (Edge OS) offering, and referrals. Coaching of the VA's technical skills is delivered by our dedicated trainers; this role identifies the need, routes it to the right trainer, and holds the outcome.

Key Responsibilities

Client & Placement Onboarding

- Lead onboarding sessions for new clients, setting expectations, workflows, and communication norms from day one.
- Onboard newly placed virtual operators and Operations Managers, ensuring they understand client expectations, tools, and processes.

Account Growth & Sales (core KPI)

- Close every live client check-in with two asks: an expansion offer (additional seat,



estimator/claim-support, or the Operations Manager / Edge OS role) and a referral ask (free-month incentive).
- Identify and act on buying signals in the moment an overwhelmed Virtual Operators, a coverage gap, or a client scaling their team is an expansion opportunity, not just a service note.
- Support and help close renewals, upsells, and additional placements; log expansion and referral asks on every account so activity is measurable.

Performance Management & Coaching

- Run regular 1:1 check-ins with clients to review Virtual Operators performance, address concerns, and reinforce best practices.
- Identify performance or fit issues early; build improvement plans and route technical skill-building to the appropriate Edge trainer.
- Deliver clear, constructive feedback and handle difficult conversations with professionalism and empathy.

Account HR & Billing Support

- Track and manage PTO requests and balances; process and approve overtime in line with company policy.
- Handle account billing touchpoints explaining charges, confirming payments, and following up on overdue invoices coordinating with the finance team on escalations.
- Manage other HR-related administrative tasks for assigned accounts (attendance, pay-related questions, escalations).

Off-boarding

- Manage offboarding for placements and/or clients professionally and empathetically, protecting the relationship, attempting retention where appropriate, and documenting a clean transition.

Requirements

- English proficiency: Advanced / C1 or higher (spoken and written) this role requires confident, clear communication with U.S.-based clients daily.
- Strong interpersonal skills; comfortable giving feedback and having difficult conversations.
- Highly organized; able to manage many client and placement relationships simultaneously.
- Based in Latin America and able to work aligned with U.S. business hours (Eastern Time).

📌 Account Manager & Performance Coach (Argentina)
🏢 Edge Operations Managers
📍 Argentina