[Hiring] Key Account Manager @Kaiko Systems GmbH

Role Description

We are looking for a Key Account Manager to own our customers once they are live. You take over from the rollout team, hold the relationship through the year, make sure the product is actually being used across the fleet, and grow the account. The people you deal with run fleets for a living, so you will need to understand their work well enough to be useful to them.

• Own a portfolio of live accounts: You are the person each customer calls, and the person we ask when anyone wants to know how that account is doing.
• Run business reviews worth the customer’s time: Come with the numbers, show what has changed since you last met, and leave with decisions.
• Keep the account record straight: Status, ARR, the people who matter, and the risks you can see. Someone picking up your account page should understand the account without calling you.
• Grow the accounts you hold: Find where more of the fleet or more of the product would genuinely help, open that conversation, and bring in the Account Executive for the commercial step.
• Catch problems while they are still small: Your main contact moves on, or the same complaint comes up for the third time. You will see these before anyone else, so flag them early and come with a view on what to do about it.
• Bring what you hear back into the company: You talk to more customers in a week than most of us do in a month. Patterns in what they ask for reach product and leadership while there is still time to act.
• Improve how we run accounts: Say when our process is getting in the way, and fix what you can yourself. How we track health, hand over and review accounts will keep changing as we grow within the UniSea Group.

What good looks like in your first six months:

• Month 1: You know the product well enough to demonstrate it, and you have spoken to everyone in your portfolio.
• Month 2: For each account you can say what usage looks like, who your champion is, and where the biggest risk sits.
• Month 3: You have run a business review on your own, and the customer acted on something in it.
• Month 4–5: You have turned round an account that was drifting, and you have opened at least one serious conversation about expanding.
• Month 6: You hold your portfolio without supervision. Leadership can forecast renewals from what you have recorded, and the customers in your accounts come to you first.

Qualifications

• At least 2 years in account management, customer success or a similar role, owning named accounts.
• You are comfortable commercially. You can run a renewal conversation, raise a price increase, and talk about expanding without waiting for someone senior to join the call.
• You are comfortable around technical people. Superintendents and fleet managers care a great deal about how their fleets run, and they open up to someone who takes that detail seriously and is willing to learn their world.
• You work from the data. You look at usage before you decide where your week goes, and you can build the numbers that show a customer what they are getting.
• You reach out first. Nothing in your portfolio goes quiet for a month without you noticing.
• You are organised across many things at once. Follow-ups, reviews and renewal dates land on time without anyone chasing you.
• Maritime, logistics, industrial or other complex B2B experience is an advantage.
• You speak fluent English. Additional languages relevant to our markets are an advantage.
• You can work remotely with discipline, your working day overlaps substantially with Central European Time, and you are willing to travel to customers and industry events.

Benefits

• Somewhere to grow, and people who will tell you the truth about how you are doing. You will know what the step up looks like from your first month, and you will not have to wait for a review to find out where you stand. We give feedback early, directly and to the person, and we will expect the same from you.
• A short line to the people who decide things. The team is small enough that what you learn from your accounts can change what we build and how we sell, often inside the same quarter.
• A larger business behind you. Being part of the UniSea Group brings the reach and stability of an established maritime software group, while the team you work in keeps its own pace.
• Time together as a team. We work remotely most of the time, so we make a point of company events and getting everyone in a room regularly.