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Account Operations Manager
Há 1 mês
About Toptal Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world’s largest fully remote workforce. We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold. Job Summary As an Account Operations Manager (AOM) at Toptal, you will be the operational backbone supporting our most strategic client accounts. Partnering closely with Sales, Matching, Legal, and Finance teams, you will own the processes, data accuracy, and client communications that ensure smooth engagement delivery, accurate reporting, and exceptional client and talent experiences. From coordinating job fulfillment to maintaining Salesforce hygiene, preparing financial and operational reports, and managing onboarding processes, you will be a key enabler of account success and retention. This is a remote position. We do not offer visa sponsorship or assistance. Resumes and communication must be submitted in English. Responsibilities The following information is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or required skills. In this role, you will oversee the day-to-day operational processes that keep client accounts running smoothly, from the first open opportunity through active engagements. You will lead internal cadence meetings, track and update opportunities in Salesforce, maintain mastersheet and platform data accuracy, and coordinate closely with Sales and Matching to remove blockers and keep hiring pipelines moving. You will work directly with client counterparts to align on operational details, follow up on open positions, negotiate timelines, confirm purchase orders and budgets, and address process changes or special requirements. You will also collaborate with Legal to ensure contracts, NDAs, and background checks are completed accurately, and with Finance to resolve billing issues, process payments, and manage budget compliance. Your work will include handling EOR‑specific requirements, overseeing onboarding workflows, managing equipment logistics, and ensuring timesheet and payment compliance for talent. You will bring structure, attention to detail, proactive communication, and a client‑first mindset to deliver a seamless experience for both clients and talent. In the first week, expect to: Onboard and integrate into Toptal. Learn about Toptal’s operations, tools, and client engagement workflows. Meet key stakeholders across Sales, Matching, Legal, and Finance. In the first month, expect to: Take ownership of assigned accounts’ operational trackers and cadence meetings. Familiarize yourself with Salesforce, Tableau, and other internal tools. Get proficient in client tools that your accounts may require (e.g. Fieldglass, timesheets). In the first three months, expect to: Effectively and independently handle communication with clients, Toptal, and our talents and drive growth. Manage talent’s onboarding/offboarding within each account while satisfying client‑specific processes. Understand and represent the voice of the Talent and support their journey within the account. Create and manage processes related to Talent engagement hours, revenue, and margins. Manage client‑related administrative tasks and provide assistance for legal and compliance purposes. Establish a working cadence with key clients, business partners, and internal Toptal Core team members on these accounts. In the first six months, expect to: Build upon existing client relationships and support expansion of Toptal’s partnership with existing accounts, while exercising discretion and independent judgment. Establish a strong history of supporting increased business across the portfolio of accounts. Demonstrate measurable impact on account efficiency, reporting accuracy, billing accuracy and client satisfaction. Proactively identify opportunities for improvement in processes and service dynamics. Standardize repeatable operational processes across your accounts. In the first year, expect to: Be recognized as a trusted operational partner by Sales and Client teams. Own operational excellence for your portfolio of enterprise accounts. Have built an incredible client account portfolio in partnership with the account team. Support the journey of successful delivery, satisfied clients, and happy team members. Begin to mentor new members of the team, helping them learn about Toptal, our model, and how account management best practices can improve relationships and increase revenue. Qualifications and Job Requirements Bachelor’s degree or equivalent experience. 3–5+ years in account operations, project coordination, or client services within fast‑paced, client‑facing environments. Proven ability to manage complex workflows and stakeholders, including direct collaboration with clients. Strong relationship‑building skills with a deep commitment to client success and satisfaction—across delivery quality, communication, and long‑term outcomes. Advanced Excel/Google Sheets skills, including data analysis, reporting, and tracker development; confident working with numbers and building useful outputs for client teams. Strong experience with Salesforce, Tableau, Excel/Sheets, Word/Docs, and operational tracking tools or Vendor Management Systems. Solid ability to read, interpret, and work with legal documents in a sales or delivery environment, including NDAs and SOWs. Able to identify risks, understand client requirements, and propose accurate edits. Strong critical thinking and problem‑solving skills, with the ability to proactively identify issues, anticipate roadblocks, and think several steps ahead. Highly organized, with excellent prioritization and time management skills to handle shifting timelines and multiple client demands. Resourceful and entrepreneurial mindset: takes ownership of account success, seeks improvement opportunities, and thrives in a high‑autonomy, high‑accountability environment. Strong communication skills, both written and verbal, with the ability to work independently while collaborating effectively across internal and external teams. You must be a world‑class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do. #J-18808-Ljbffr
