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Senior Key Account Manager

About Us:

Text.com is a platform that offers advanced communication solutions for businesses committed to helping businesses streamline customer support, increase engagement, and enhance their overall customer experience. Our platform includes tools like LiveChat, ChatBot, HelpDesk, and KnowledgeBase, empowering teams to connect with customers in real-time, and providing a seamless support journey.


Role Overview:

We are looking for a proactive and results-driven Account Manager to join our team and manage a portfolio of Enterprise customers. This individual will play a key role in driving customer success, satisfaction, and growth while strengthening long-term partnerships. The ideal candidate will possess a strong understanding of our products and be able to align them with customers’ goals to maximize ROI.



Key Responsibilities:
  • Manage Enterprise Customer Portfolio: Take ownership of a portfolio of high-value Enterprise accounts, ensuring customers realize the full potential of our solutions.
  • Consultative Selling: Understand customer needs and internal processes, provide tailored advice on how our solutions (LiveChat, ChatBot, HelpDesk, KnowledgeBase) can streamline their operations, enhance customer experience, and increase business outcomes.
  • Onboarding and Training: Deliver smooth onboarding for new customers, ensuring they are effectively utilizing the platform. Provide continuous training and guidance to help customers expand their use of our products as their needs evolve.
  • Relationship Building: Establish strong relationships with key stakeholders at customer organizations to facilitate renewal and retention. Act as the main point of contact for all account-related activities.
  • Proactive Expansion Opportunities: Continuously monitor customer engagement to identify upsell, cross-sell, and add-on opportunities that align with customer goals. Proactively drive expansion by recognizing customer needs and recommending relevant products or services.
  • Sales Cycle Management: Lead complex sales cycles, including account mapping, strategy development, and the creation of business cases that demonstrate the value of additional features or solutions.
  • Product Expertise: Develop deep expertise in LiveChat, ChatBot, HelpDesk, and KnowledgeBase platforms, enabling you to deliver meaningful insights and drive better outcomes for customers.
  • Customer Advocacy: Create raving fans by ensuring customer satisfaction and promoting a customer-first culture. Collect feedback and collaborate with internal teams to improve products, services, and overall customer experience.
  • Reporting & Metrics: Use data-driven insights to track account performance, measure success, and report on customer health. Develop action plans for accounts that may be at risk or in need of additional support.
  • Collaboration: Work cross-functionally with Sales, Product, and Customer Support teams to ensure alignment and drive customer success initiatives.


Requirements:
  • Proven experience as an Account Manager or Customer Success Manager, ideally in SaaS or B2B enterprise solutions.
  • Strong understanding of live chat, customer support platforms, and related technologies (experience with LiveChat, ChatBot, HelpDesk, or similar platforms is a plus).
  • Excellent communication and presentation skills, with the ability to build rapport and trust at all organizational levels.
  • A consultative approach to selling, with a focus on solving customer challenges and delivering measurable ROI.
  • Ability to manage complex, multi-faceted customer relationships with a proactive mindset.
  • A self-starter who thrives in a fast-paced, high-growth environment.
  • Strong organizational and time-management skills, with the ability to prioritize and manage multiple accounts simultaneously.
  • A passion for customer success and delivering value.
  • Remote work is allowed, but employees residing outside of Wrocław must be present in the Wrocław office at least 3 days per month. Employees from Wroclaw must be present three days a week at the office is required for employees from Wroclaw


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Average salary estimate

$70000 / YEARLY (est.)
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$60000K
$80000K

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What You Should Know About Senior Key Account Manager, Text

At Text.com, our mission is to empower businesses with outstanding communication solutions, and we’re looking for a Senior Key Account Manager to join our amazing team in Wrocław. If you love building strong relationships and driving customer success, this role is perfect for you! In this position, you'll manage a portfolio of our high-value Enterprise customers, utilizing our cutting-edge tools like LiveChat, ChatBot, HelpDesk, and KnowledgeBase to help clients achieve their goals. You will dive deep into customers' needs, helping them maximize the value of our solutions and ensuring smooth onboarding processes. With your consultative selling approach, you'll not only enhance customer experience but also identify upsell opportunities to contribute to their growth. Your expertise will shine as you lead complex sales cycles, collaborating with teams across the company to deliver seamless customer experiences. We believe in a customer-first culture at Text.com, and your role will be crucial in creating raving fans by understanding and advocating for their needs. If you are highly organized, thrive in fast-paced environments, and you have a passion for driving measurable results, we would love to hear from you! Join us in making a real impact and help our customers become part of the Text.com success story!

Frequently Asked Questions (FAQs) for Senior Key Account Manager Role at Text
What are the key responsibilities of a Senior Key Account Manager at Text.com?

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.

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What experience is required for the Senior Key Account Manager position at Text.com?

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.

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How does the Senior Key Account Manager role promote customer advocacy at Text.com?

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.

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What skills are important for a Senior Key Account Manager at Text.com?

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.

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What is the work flexibility for the Senior Key Account Manager at Text.com?

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.

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Common Interview Questions for Senior Key Account Manager
What strategies do you use to onboard new customers effectively?

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.

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How do you handle complex sales cycles in your previous experience?

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.

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Can you give an example of how you've identified upsell opportunities?

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.

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How do you maintain strong relationships with key stakeholders?

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.

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Why is customer advocacy important in your role?

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.

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What approach do you take to measure customer health?

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.

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How do you stay organized when managing multiple accounts?

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.

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What motivates you to drive customer success?

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.

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How do you adapt your strategy if a customer's needs change?

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.

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What do you consider the most important quality for a Senior Key Account Manager?

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.

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We, Texters... Target US market. Automate work. Build premium products. Fight for every inch. Keep it simple. Act at scale. Default to teamwork. Learn from mistakes. Call out bullshit. Take ownership. Are creative. We are over 250 individuals wh...

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Full-time, hybrid
DATE POSTED
March 2, 2025

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