[Hiring] VIP Account Manager Team Lead @softsich

Role Description

We’re looking for a VIP Account Manager Team Lead who can combine analytics, creativity, and a systematic approach to user engagement at Softsich.

• Lead and manage a team of VIP Account Managers, including performance tracking and workload distribution.
• Drive revenue growth across the VIP client portfolio (NGR, ARPU, LTV, etc.).
• Monitor and optimize retention strategies, identifying churn risks and growth opportunities.
• Oversee bonus budget allocation and ensure cost efficiency.
• Conduct regular analysis of client portfolios and form actionable insights.
• Ensure high-quality premium client experience and handle escalations.
• Maintain discipline and transparency in CRM usage and task execution.
• Build and manage a reporting framework (daily/weekly performance, risks, action plans).
• Collaborate cross-functionally with CRM, Payments, BI, Product and Support teams.
• Personally manage relationships with high-value clients when needed.

Qualifications

• 1+ year of experience in a Team Lead role (Account Management, Retention, or related customer-facing functions).
• Proven experience in managing or mentoring a team.
• Strong understanding of revenue and retention metrics (ARPU, LTV, churn, bonus cost, etc.).
• Hands-on experience with CRM systems, admin panels, and customer communication tools.
• Analytical mindset: ability to identify patterns, root causes, and growth opportunities.
• Experience working with client portfolios and performance analysis.
• Strong decision-making skills, especially under pressure.
• Ability to balance business goals with team management.
• Fluency in Ukrainian or Russian for internal team communication.
• Upper-Intermediate (B2+) English.

Requirements

• Experience in managing multi-brand or multi-geo client portfolios would be an advantage.
• Background in process optimization or automation initiatives would be an advantage.
• Experience in preparation of digital reports or improving operational workflows would be an advantage.
• Strong cross-team collaboration experience would be an advantage.
• Additional languages (Spanish, French, German) would be an advantage.

Benefits

• Flexible schedule and the choice to work remotely or from our offices in Kyiv or Warsaw.
• 24 paid vacation days, sick leave, and medical insurance (in Ukraine; other countries in progress).
• A friendly team where it’s easy to ask questions, learn, and be yourself.
• Coverage of expenses for professional events.
• Birthday greetings, team buildings, and plenty of real teamwork.
• Zero support or cooperation with the aggressor country or any related businesses.