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Field Account Manager, Baltics

Elsevier Sp. z o.o. CompanyWarsaw

10 days ago

Job description

About the role

We are seeking an experienced and dynamic Field Account Manager / Team Lead to ensure customer retention, engagement, and satisfaction. This role's focus is to ensure operational efficiency, customer success, and continuous improvement. The Field Account Manager will drive key performance objectives, support internal processes, and foster knowledge sharing.

Main Responsibilities :

Ensuring high customer retention and engagement by securing renewals in advance.
Identifying and managing upsell opportunities, collaborating with BDM.
Overseeing customer utilization, ensuring adoption and satisfaction.
Managing escalations and ensuring timely issue resolution.
Leading monthly sessions to track revenue conversion and mitigate risks.
Ensuring billing and collections issues are resolved promptly.
Conducting Win-Loss analyses and following up on insights.
Leading knowledge-sharing initiatives and professional development efforts.

Experience / Qualifications :

Fluency in English any additional languages from Central and Eastern Europe will be a bonus.

Over 5 years of experience in a customer success or account management role.

Ability to take initiative, solve problems efficiently, and maintain a customer-focused approach.

Strong sense of responsibility, reliability, and attention to detail.

Excellent communication and relationship-building skills.

Experience within the Banking, Fintech, Gaming or Corporate sectors is a plus.

Capacity to work cross-functionally and contribute to business growth.

Ability to effectively manage time and prioritize tasks.

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