Key Account Manager

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Oversee strategic customer accounts throughout the complete customer lifecycle, including onboarding, retention, renewals, and expansion efforts.

• Establish and nurture strong relationships with key stakeholders, leadership contacts, and operational partners.

• Identify, facilitate, and manage upsell, cross-sell, and account expansion opportunities that align with customer business requirements and operational objectives.

• Conduct Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), strategic account evaluations, and discussions on customer performance.

• Prepare and deliver account performance reports, ROI summaries, operational insights, and business updates related to customers.

• Monitor indicators of customer account health, operational performance metrics, satisfaction trends, and readiness for renewals.

• Act as the primary escalation contact for designated customer accounts and coordinate resolution efforts among internal stakeholders.

• Collaborate with Operations, Service Delivery, Revenue Operations, and leadership teams to ensure operational alignment and support customer success initiatives.

• Predict account growth opportunities, pipeline activities, renewals, and potential for customer expansion.

• Keep precise account records, track opportunities, document customer interactions, and update activities within HubSpot or similar CRM platforms.

• Assist in strategic account planning activities and offer insights related to customer growth, operational enhancements, and service opportunities.

• Engage in occasional domestic or international travel for customer meetings, operational assessments, or business events as necessary.

• Comply with company policies and procedures.

• Achieve or surpass performance targets for relevant KPIs.

• Continuously enhance knowledge of products, services, and processes through participation in training programs and ongoing learning modules.

• Collaborate with other departments as required.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• A minimum of 3 years of experience in Account Management, Customer Success, Revenue Operations, Operations Management, or related customer-facing positions.

• At least 3 years of experience managing customer relationships, renewals, account growth activities, or operational partnerships within call centers, CX, SaaS, customer support, or outsourced services settings.

• Proven experience in managing upsell, cross-sell, renewal, or revenue growth activities within designated customer accounts.

• Experience in conducting customer business reviews, operational assessments, account planning sessions, or executive stakeholder meetings.

• Strong skills in customer relationship management, stakeholder engagement, and effective communication.

• Excellent analytical and problem-solving abilities, with the capacity to interpret customer performance metrics, operational trends, and indicators of account health.

• Experience in forecasting account growth opportunities, pipeline activities, or customer expansion strategies.

• Proficiency in HubSpot or similar CRM platforms for account management, reporting, pipeline tracking, and documentation.

• Ability to manage several customer accounts, competing priorities, and operational tasks simultaneously.

• Capability to collaborate efficiently with Operations, Service Delivery, Revenue Operations, leadership teams, and cross-functional stakeholders.

• Competence in identifying customer risks, operational issues, and escalation requirements while coordinating suitable resolutions.

• Ability to work for extended periods at a computer and participate in virtual meetings as necessary.

• Willingness to travel domestically or internationally for customer meetings or business events as needed.

• Experience in supporting technology-driven customer support operations or AI-enabled operational tools.

• Background in supporting strategic or enterprise-level customer accounts.

🏝️ Benefits

• Competitive compensation.

• Medical, dental, and vision insurance.

• Paid time off.

• Birthday leave.

• Opportunities for skills training and personal and professional development.

• Employee Referral Program.