Customer Account Manager

The Customer Account Manager (AM) is integral to nurturing and growing customer relationships. As the strategic contact across all levels of an organization, the AM aligns customer needs with our solutions, driving satisfaction, upselling, and cross selling opportunities. They work closely with sales and delivery teams to maximize value, focusing on profitability, retention, and account expansion.

• Be a trusted advisor for strategic customers, understanding their vision and translating it into long-term growth opportunities.
• Identify upsell and cross-sell opportunities within existing customer accounts and collaborate with the sales department to secure these opportunities.
• Serve as the main point of contact for a selection of key accounts, maintaining proactive communication to ensure customer satisfaction.
• Facilitate account growth by conducting regular service reviews, identifying new use cases, and ensuring that customers are fully leveraging our solutions.
• Manage escalations by acting as a liaison between the customer and internal teams, ensuring swift resolution and maintaining customer satisfaction.
• Monitor contract renewals take ownership of retention strategies to maintain high renewal rates.
• Develop account plans to identify short-term and long-term growth potential, focusing on increasing account profitability and customer engagement.
• Track and report account performance metrics such as revenue growth, upsell success, and overall account health.
• Provide feedback to the product and delivery teams based on customer needs, helping to shape the product roadmaps and service offerings.
• Lead presentations and negotiations for account renewals and new business opportunities, ensuring a smooth transition from sales to delivery and back.

Strong Commercial Acumen: Ability to spot upsell and cross-sell opportunities and create strategies for account expansion.Strategic Thinking: Capacity to see the bigger picture, align customer needs with our offerings, and develop plans for mutual growth.Customer-Focused Mindset: Proactively seek to understand customer needs, advocate for their interests internally, and deliver value in every interaction.Communication Skills: Effectively communicate with customers at all levels, from day-to-day contacts to C-level executives, in a clear, persuasive manner.Organizational Skills: Ability to manage multiple accounts, track opportunities, and ensure all follow-ups are completed in a timely manner.Collaborative Approach: Work closely with sales, delivery, and delivery teams and experts to ensure alignment on customer needs and growth strategies.

• Minimum 7+ years' experience in account management, business development, or a similar customer-facing commercial role.
• Proven ability to build and maintain strong relationships with C-level executives and other key stakeholders.
• Track record of identifying and driving commercial opportunities, including upsell, cross-sell, and account expansion.
• Strong presentation and negotiation skills, with experience managing complex sales cycles and securing renewals.
• Experience working in a fast-paced environment, managing multiple accounts, and balancing competing priorities.
• Sales-oriented mindset, with a natural ability to identify growth opportunities and translate customer needs into business solutions.
• Excellent interpersonal and leadership skills, with a focus on achieving results through collaboration and influence.
• Fluent in English, with additional languages being a plus.
• Project Management knowledge (e.g., PMP, Prince II) is a plus, but not required.