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Key Account Manager

Posted 11 Sep 2022
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Work experience
2 to 5 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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Surfly is based in Amsterdam and the global market leader for co-browsing technology, powering in-person online experiences for more than 100,000 users and over 2 million sessions per year. At Surfly we focus our energy on one thing: we build advanced web technology that enables companies to transform any online interaction. We aim to be first-to-market with simple-to-integrate products and premium services that enable innovators to accelerate the development of their own products.

This is possible today with Surfly’s Interaction Middleware, which allows you to innovate any digital interaction in real-time, however you want.

We are growing steadily and this is a very exciting time to be joining.

Responsibility

  • You are end responsible for retention and upsell of a portfolio of Enterprise accounts at Surfly
  • Proactively identify opportunities for Surfly to deliver more value to our customers
  • For new key accounts, you are responsible to coordinate the onboarding activities and queries from the customer, working together with our Sales Engineers and Service team.
  • Occasionally deliver high-level training sessions of our technology to educate the customer on how to make use of our technology to achieve certain use cases.
  • Build strong customer relationships; conduct routine account performance planning and reviews.
  • Where applicable, work with the Sales team to drive cross-sell opportunities.
  • Become a Surfly product expert for your customers and other departments within Surfly; occasionally assist on Sales or Marketing calls/webinars as a CSM & Surfly expert
  • Inform the customer of the Surfly roadmap and collect product feedback.
  • Drive customer advocacy in the form of references, referrals, and case studies
  • Contribute towards the development of a strong team environment.
  • Go the extra mile to ensure our customers are successful!

Who we are looking for:

A enthusiastic and ambitious individual who is a great communicator and interested in technology

  • 2+ years’ experience in Account Management or SaaS Customer Success roles
  • Undergraduate degree (BA/BS) or equivalent work experience
  • An entrepreneurial spirit - we are startup where a lot of things are not defined, are uncertain and things change rapidly, hence we are looking for someone that thrives in such an environment and wants to build great things
  • Sense of autonomy, ownership, and dedication to helping customers realize their intended value
  • Energetic and self-motivated; a team player who is also a proactive and creative problem solver
  • Aptitude for learning software and strong understanding of businesses. Must be comfortable with learning at a fast pace and learning on the job.
  • Ability to manage multiple priorities while maintaining strict attention to details
  • Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations

Surfly Perks:

  • A shiny new MacBook Pro
  • Work with an exceptionally bright, talented and fun bunch of colleagues
  • Employee Stock Option Plan: we are all owners and shareholders of our company - Surfly's success is in our hands!
  • Rest up with 25 holidays per year and approx. 7 national holidays per year
  • The occasional company-wide gathering and team outings.
  • possibility to get 2 additional Special leave holidays annually

Requirements

  • You have 2+ years account management experience in SaaS industry.
  • You have outstanding communication skills, are accurate and have an eye for detail.
  • You are a creative problem-solving thinker with a strong interest in technology.
  • You are open-minded, and willing to work in a fast-paced environment with a proactive attitude.
  • You are enthusiastic, and are ready to learn and grow as a person.
  • You have high levels of empathy and emotional intelligence.
  • You believe diversity, collaboration and teamwork are key drivers for success.
  • You champion and advocate the highest service excellence mentality throughout the company.

Surfly believes in helping people work together to understand problems and explain solutions in a personalised, easy and transparent way. We enable organisations to humanise digital experiences, build trustful relationships and nurture empathy through a visual engagement tool that is proven to improve sales, support and collaboration.

IT
Amsterdam
50 employees