Senior Key Account Manager

As a Senior Key Account Manager at Text.com, you'll manage a portfolio of Enterprise clients, focusing on driving customer satisfaction and success. Key responsibilities include consultative selling, onboarding and training customers, relationship building, and identifying expansion opportunities. You will lead sales cycles and create business cases demonstrating the value of our solutions, all while working cross-functionally to improve customer experiences.

Candidates for the Senior Key Account Manager role at Text.com should have proven experience as an Account Manager or Customer Success Manager, ideally in SaaS or B2B enterprise solutions. Familiarity with live chat, customer support platforms, and similar technologies is essential. Strong communication skills, consultative selling abilities, and a proactive mindset are crucial for succeeding in this role.

The Senior Key Account Manager at Text.com plays a vital role in customer advocacy by ensuring client satisfaction and promoting a culture focused on delivering value. You'll collect customer feedback, collaborate with internal teams, and work to enhance products and services, ultimately creating raving fans who are delighted with their experience and success using our platform.

Important skills for the Senior Key Account Manager position at Text.com include strong organizational and time-management abilities, excellent communication and presentation skills, and a consultative selling approach. Being self-motivated and able to manage complex customer relationships while thriving in a fast-paced environment is also vital for success in this role.

Text.com offers work flexibility for the Senior Key Account Manager role, allowing for remote work. However, employees residing outside of Wrocław must be present in the office a minimum of three days a month. For those living in Wrocław, in-office presence is required at least three days a week to foster teamwork and collaboration.

When onboarding new customers, I focus on personalized consultations to understand their unique needs and goals. I create detailed onboarding plans, offer tailored training sessions, and maintain open communication to ensure they feel supported throughout the process. This proactive approach helps maximize their use of our solutions.

In complex sales cycles, I prioritize thorough account mapping and strategy development. I engage key stakeholders early on, build strong relationships, and create comprehensive business cases that illustrate the value of our solutions. I ensure alignment with internal teams to provide cohesive support throughout the process.

In my previous role, I consistently monitored customer usage data and conducted regular check-ins to gauge their evolving needs. I identified an upsell opportunity when a client expressed interest in enhancing their customer support capabilities. I presented additional features that aligned perfectly with their objectives, resulting in increased revenue.

Maintaining strong relationships with key stakeholders involves effective communication and regular engagement. I prioritize understanding their business goals, provide valuable insights, and ensure they feel heard. Building trust through transparency and delivering on promises creates lasting partnerships.

Customer advocacy is crucial as it drives customer loyalty and satisfaction. When customers feel valued and supported, they are more likely to renew contracts and refer others. I strive to put customers first by listening to their feedback, advocating for their needs, and collaborating with teams to enhance our offerings.

To measure customer health, I analyze engagement metrics, usage data, and feedback provided during interactions. I often implement customer satisfaction surveys and use data-driven insights to identify any at-risk accounts. This proactive approach enables me to develop targeted action plans to support customers effectively.

I use project management tools and customer relationship management software to track timelines, prioritize tasks, and organize customer interactions. Maintaining a detailed schedule and setting reminders helps ensure that I deliver timely follow-ups and never miss important deadlines.

My motivation to drive customer success stems from a genuine passion for helping businesses grow and achieve their goals. Seeing clients thrive and knowing that I played a part in their success motivates me to go the extra mile and continuously seek ways to enhance the customer experience.

When a customer's needs change, I prioritize flexibility and communication. I conduct regular check-ins to revisit their goals and challenges, then adapt my strategy accordingly. I collaborate with internal teams to recommend new solutions or adjustments that align with their evolving requirements.

I believe that empathy is the most important quality for a Senior Key Account Manager. Understanding customers’ perspectives, challenges, and aspirations allows me to connect meaningfully and tailor solutions that truly meet their needs. This human-centric approach is essential for fostering loyalty and trust.