Key Account Manager - Customer Success

💡 About the Role

Your Mission

Develop and maintain a genuine and strong relationship with each DMO, being able to walk our client through our Accessibility Verified Program (AV) by operational, product, marketing and sales updates with seamless effort and clarity.

💡Key responsibilities

• Ensure the success of AV Program for each customer, making sure that every single variable of the value proposition is deployed during the program duration.

• Maintain a fluent and clear communication with our customer, ensuring that there are systematic spaces for demo meetings, catch-ups and delivery instances, making sure DMO’s are handling their project end-to-end through you.

• Lead the products show-off to the DMO on new releases, improvements and what’s coming next, contributing to the client engagement, exploratory features, feedback, up-selling and customer renewal.

• Handle each AV Program delivery in a structured milestone progression. DMO’s require to be clear when they achieve something that it’s truly important and meaningful for their destination or them as an organization.

• Lead and contribute to up-selling and renewal process, through a strategic approach based on the project performance and future opportunities with the DMO, region or project complexity.

• Make DMO’s walk through our Customer Experience pipeline to convert into enrollment and/or upselling pipeline.

💡Main Tasks

• Mapping List creation: Curate together with the DMO the best local listing offering that we could consider to run the project.

• Customer Experience Management:

  • Kick-off meetings: Manage our first program and operational meeting with extreme attention to detail and customer questions.

  • Product Demo: Perform product demo instances with the DMO, making our customer close to our development of an asset or landing. Walk our client throughout the platforms if required or requested.

  • Bi weekly updates: Perform bi weekly update about the program progression, operational status, assets development, media solutions progress, partners opportunities, PR opportunities and other Marketing initiatives.

  • Landing pages creation, development, progress and delivery

  • Assets delivery: DMO’s should have their entire MKT assets in place when the progress of the project develops.

  • Wrap up meetings to close the program, generate upsell confirmations and/or contract renewals.

💡Skill set we expect from you

• Customer Management

• Relationship Building

• Negotiation

• Adaptability

• Tactical approach

• Sales mindset

• Empathetic

• Problem Solver

💡Required experience and knowledge

• +3 years in Customer Management/Account roles.

• High volume of accounts managed with different customer tiers categorization.

• Operational and commercial experience.

• Product and UX relationship towards product iteration, customer needs and deliver the best out of our value proposition.

💡 Benefits

Besides all the benefits of working in an Impact Company with an enthusiastic and international team, you'll have the chance to contribute to a meaningful project, empowering people with disabilities to explore the world without limits.

• Market compensation with equity incentive

• Work schedule is flexible and remote

• 20 time-off days

• 5 Personal days (do whatever you need or want, but don’t take it as vacation)

• Travel opportunities to work with the rest of the team, and learn about our product, customer or audience.

• Access to several learning opportunities to allow you to grow and learn.

• Birthday-off.

• Computer provided by WTW.