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.

• 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.

• 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