KAM - Customer Success Management

Description

Job Summary: We are seeking a dynamic Key Account Manager to manage a high-value customer portfolio, with a focus on customer retention and satisfaction, collaborating across various teams to improve the overall experience. Key Highlights: 1. Manages a high-value customer portfolio and improves retention. 2. Serves as the primary point of contact for resolving customer issues. 3. Collaborates to enhance customer experience and product adoption. **.css\-1cpk9mt{margin\-top:** var(\-cui\-spacings\-giga);margin\-bottom: var(\-cui\-spacings\-mega);position: relative;} **.css\-177mjip{position:** absolute;opacity: 0;top: calc(\-72px \- 20px);} Key Account Manager **.css\-k4eprn{margin\-bottom:** 16px;} Our Customer Success Management team is growing—and we want you to be part of this exciting challenge! Join a dynamic team focused on improving customer retention for our products and services in Chile. **.css\-10dm8y{font\-size:** inherit!important;margin\-bottom: 16px;} What will you do as a Key Account Manager? **.css\-6fljt4{margin\-bottom:** var(\-cui\-spacings\-mega);}.css\-6fljt4 li: last\-child,.css\-6fljt4 ul: last\-child,.css\-6fljt4 ol: last\-child{margin\-bottom: var(\-cui\-spacings\-byte);} Own and manage a high-value customer portfolio, building consistent communication, addressing their needs, and understanding their pain points to contribute effectively to merchant retention (activation, engagement, and churn prevention). Serve as the primary point of contact for any inquiries or issues related to your customer portfolio, ensuring timely and effective resolution. Conduct meetings and in-person visits to understand merchants’ specific needs and critical pain points. Perform outbound outreach to merchants (calls/WhatsApp/email) to identify their pain points and prevent them from discontinuing use of our products and services—or recover those who have already stopped using SumUp. Accurately execute expected retention metrics for the team, identify bottlenecks, and proactively propose continuous improvements where needed. Collaborate cross-functionally to enhance merchants’ experience with our products and services, aiming to increase and improve retention. Identify and execute cross-selling opportunities to increase adoption of our products and services among the merchant base. Deliver exceptional service to our merchants and maintain a high level of customer satisfaction. What are we looking for? Disciplined individuals capable of managing a customer portfolio and consistently executing tasks over time. Data-driven decision-making skills to improve retention and drive business growth. Ability to make autonomous decisions and adapt to diverse challenges faced by our merchants. Excellent verbal and written communication skills. Empathy and tolerance for frustration. Fast learning ability. A service-oriented mindset, teamwork spirit, and collaborative approach across departments. Proficiency in Salesforce/SOAP/GSheets (Basic/Intermediate) **About SumUp:** We believe in the everyday hero. Small business owners are at the heart of everything we do—so we’re building tools to help them run their businesses. With a founder’s mindset and a “team-first” attitude, our diverse teams across Europe, South America, and the United States work together to ensure the small business owners we partner with can succeed doing what they love. Job Application Tip We recognize that candidates often feel they must meet 100% of the job criteria before applying. Please note that this is only a guideline. If you don’t check every box, that’s perfectly okay—it means you have room to learn and grow your career at SumUp.