Overview
You manage ongoing relationships with US companies that have hired Latin American talent through Baja Nearshore. You check in regularly to ensure placements are successful, troubleshoot any issues, and identify new hiring needs to fill. You're part account manager, part problem-solver, part recruiter liaisonâmaking sure clients stay happy and keep using Baja for their hiring needs.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | Customer Success / Account Management |
| Sales Motion | Relationship-based with expansion focus |
| Deal Complexity | Consultative (understanding hiring needs) |
| Sales Cycle | Ongoing relationship management |
| Deal Size | Varies by placement |
| Quota (est.) | Likely retention rate + expansion placements |
Company Context
Stage: Bootstrapped / Early-stage (9 employees)
Size: 9 employees
Growth: Actively hiring, suggesting they're placing more candidates and need CS support
Market Position: Small staffing agency competing on service quality and cost in crowded nearshore market
GTM Reality
Pipeline Sources:
- 100% existing client base - companies that have already made at least one hire through Baja
- Expansion opportunities come from understanding client growth plans and upcoming hiring needs
SDR/AE Structure: You're post-sale. You work with existing accounts, identify expansion opportunities, and likely hand qualified new hiring needs to recruiting team or founders.
SE Support: N/A - you work directly with recruiters to fill needs
Competitive Landscape
Main Competitors: Client could switch to other nearshore agencies, hire direct, or use platforms like Upwork
How They Differentiate: Relationship quality, placement success rate, responsiveness to issues
Common Objections: "We're hiring direct now", "We're slowing hiring", "We had an issue with the last placement"
Win Themes: Track record of successful placements, cost savings, faster time-to-hire than alternatives
What You'll Actually Do
Time Breakdown
Client Check-ins (35%) | Issue Resolution (25%) | Expansion Hunting (20%) | Internal Coordination (20%)
Key Activities
- Regular client touchpoints: Weekly or biweekly calls with your book of accounts. Asking how placements are performing, if there are any concerns, what their hiring roadmap looks like for next quarter.
- Firefighting placement issues: When a candidate isn't working out or there's a performance concern, you're the first line of defense. Gathering context, mediating conversations, working with recruiting team on solutions or replacements.
- Expansion conversations: Proactively asking about upcoming hiring needs. "You hired two developers last quarterâwhat else is on your roadmap?" Trying to get ahead of their needs before they go to another agency.
- Internal coordination: Relaying client feedback to recruiters, updating candidate status in systems, coordinating replacement timelines, making sure nothing falls through the cracks between client and recruiting team.
The Honest Reality
What's Hard
- You're managing relationships for a service business, which means you own problems you didn't create. If a placement isn't working, the client expects you to fix it immediately.
- Small team (9 people) means you'll wear multiple hats. Client wants a niche technical hire? You might be helping source candidates yourself.
- Clients can churn if they decide to hire direct or if economic conditions change and they cut contractors. Your success depends partly on factors outside your control.
- $15K-$17K USD/year is entry-level compensation. Lower than US CS roles but reasonable for LATAM. Unclear if there's commission on expansions.
- Hybrid CDMX requirement limits flexibility.
What Success Looks Like
- 90%+ retention rate on your book of accounts (measured by clients who continue using Baja for hiring needs)
- 2-3 expansion placements per quarter from existing accounts
- Fast resolution times when placement issues arise (within 48-72 hours)
- Clients proactively reaching out to you first when new hiring needs come up
Who You're Selling To
Primary Buyers:
- HR managers and directors who made the initial hiring decision
- Engineering managers or department heads managing the placed talent
- Founders/COOs at startups overseeing team growth
What They Care About:
- Are the people we hired actually performing well?
- How fast can you replace someone if it's not working?
- Can you help us fill our next role without starting from scratch?
- Are we getting value compared to hiring direct or using other agencies?
Requirements
- Fluent English (all clients are US-based companies)
- Customer service or account management experience
- Problem-solving skills for when placements hit issues
- Understanding of hiring and HR processes
- Based in or able to commute to CDMX (hybrid role)
- Relationship-building skills across cultures
- Basic understanding of technical roles if handling tech placements