Account Manager

🏆 What’s the Opportunity?

cargo.one is the leading digital platform enabling freight forwarders to seamlessly search, compare, quote, and book air freight capacities across a multitude of airlines. Our solution boasts an impressive NPS of +65 and is trusted by thousands of freight forwarders globally. We are on a mission to transform how the air cargo industry operates and are looking for passionate individuals to join our ambitious team.

As our Account Manager, you will play a critical role in ensuring the satisfaction and growth of our SMB customer base. Your main objective will be to ensure customer retention, provide quality onboarding, driving customer engagement, and identifying upsell opportunities that contribute to cargo.one’s expansion. 

🌍 You can work from (almost) anywhere in Europe. Please check here if the country you are in is on our hiring list. We are a remote company, but regularly meet in person, too.

At cargo.one, we foster a positive, diverse, hard-working and feedback-heavy culture, with a strong dose of playfulness. Join us now and transform the way airlines sell cargo!

🎬 A snapshot of what you will be doing here:

• Professionally onboard customers to ensure they make the most of their subscription and that you build a relationship with them from day one on the platform

• Actively engage with customers to understand their workflows, enabling them to leverage the right features for productivity and growth.

• Own the success and expansion of your SMB customer portfolio by exceeding growth quotas for Annual Recurring Revenue (ARR).

• Collaborate with customers to uncover their needs, positioning relevant platform features and paid modules as solutions.

• Build and execute tailored plans to educate customers about newly released paid features.

• Manage the full sales cycle for upsell opportunities, ensuring timely communication, thorough demos, and seamless deal & contract renewal closures.

• Organize and maintain a thorough understanding of your portfolio, identifying key accounts and top-tier, trustworthy customers by region.

• Provide valuable feedback to our product team based on customer insights, helping shape the future of our offerings.

🙋🏽‍♀️ What you’ll need:

• Adaptability: We are a high growth startup and our strategy may from time to time shift with new company priorities. The ideal candidate is comfortable in this environment and will partner with us to build our playbook to reach these goals.

• Proactivity: We value proactivity and team members who take initiative, we fully support you but also trust you to execute as necessary without micro-management.

• Commercial Acumen: Especially for those who have chosen Customer Success as their career, and include proven track record of customer expansion both in usage and new revenue in a SaaS environment.

• Customer Focus: Ability to build trust-based relationships and empathize with customer needs, balancing both their success and company goals.

• Organizational Skills: Highly organized and detail-oriented, capable of managing multiple accounts and prioritizing effectively in a dynamic environment.

• Entrepreneurial Mindset: Proactive, resourceful, and resilient in handling challenges with minimal guidance.

• Tech Proficiency: Strong understanding of digital tools and platforms, with the ability to quickly grasp new technologies.

• Communication Excellence: Exceptional written and verbal communication skills to engage diverse audiences and build rapport.

• Analytical Thinking: Ability to analyze customer workflows and offer tailored solutions aligned with business objectives.

• Native or equivalent in English (second language is a plus, especially: German, Spanish, Italian).

   

🙌 Nice to haves:

• Industry Knowledge: Experience in freight forwarding, logistics, or SaaS solutions for supply chain management.

• CRM Proficiency: Familiarity with tools like Salesforce for tracking customer interactions, managing pipelines, and analysing account performance.

• Data Proficiency: Familiarity with basic account data analysis to make plans and decisi