Key Account Manager

  • Zagreb office

Lemax is a product company driven by the ambition to empower travel businesses worldwide. With our SaaS solution, we are impacting how travel companies operate. By digitizing their businesses, automating manual processes, and enhancing the entire customer journey, we are strategic partners to our clients, providing them with core business solutions.

Our team consists of 100+ people in our offices in Zagreb and Osijek. By joining Lemax, you will have the opportunity to contribute to this ambitious mission and work alongside experts with extensive domain knowledge and genuinely good people.

We are now strengthening our Customer Success team as we engage more with enterprise clients and extend our customer base. This department focuses on existing customers and their long-term goals to provide them with strategy and help them on their way. Learn more about the impact of the Customer Success service and team in our blog

The primary focus of the Key Account Manager is to retain, nurture, and expand the assigned book of highest-value existing customers. As a partner and trusted advisor, the Key Account Manager identifies and creates new value-based business opportunities that benefit customers and Lemax. This role directly impacts the business success of our customers, our company’s revenue and business outcomes, and the development of our product. 

If you could see yourself challenged and driven by the role of Key Account Manager, we want to hear from you!

Key responsibilities:

  • Building and fostering loyal, successful, long-lasting relationships and acting as a committed primary point of contact for the assigned high-touch key customers 
  • Developing and executing key customers success plans to expand the business and ensure long-term growth and success for both customers and Lemax
  • Gaining a deep understanding of specific customer needs, requirements and their business to proactively provide tailored strategic advice, business consultancy and best practices
  • Ensuring the progress toward the agreed success plans and defined success metrics through regular business reviews conducted with customers
  • Achieving growth and retention targets for the customer portfolio through contract renewals and upsells
  • Increasing lifetime customer value and optimizing customer lifecycle through proactive development of short-term and long-term strategies to ensure customer satisfaction
  • Driving new business growth through customer advocacy and reference ability, generating new sales opportunities
  • Ensuring customer feedback and needs are heard and communicated internally to enable ongoing improvement of our product and services 
  • Keeping the customer data updated, ensuring all information is accurate, relevant and current
  • Serving as the escalation contact for key customers and collaborating with internal stakeholders to address and resolve customer complaints in accordance with contracted conditions
  • Reporting monthly/quarterly KPIs to relevant stakeholders, including: customer retention, upsells, debt management, renewals and overall portfolio forecast for the next quarter
  • Collaborating with other Lemax departments – primarily Implementation, Customer Care, Product & Product Operations, and Sales
  • Supporting the Head of the department in strengthening and mentoring Customer Success team members

Who are we looking for in a Key Account Manager?

Qualifications:

  • Minimum of 5 years of experience in B2B enterprise key account management, customer success management, business consultancy, or business development, with an overall business experience of at least 15+ years (preferably in IT)
  • Demonstrated ability to independently manage key customers for retention and growth
  • Proven experience in collaborating and communicating with C-level executives, preferably in an international context
  • Drive to cultivate long-term and strong relationships with customers, serving as a trusted advisor
  • Proactive approach in identifying and pursuing new business opportunities
  • Strong focus on revenue generation and operational efficiency
  • Business acumen, supporting company goals with a holistic perspective
  • Proficiency in Croatian and English with exceptional written and verbal communication skills

Desired skills and attitudes:

  • Mindset oriented toward creating long-term value for customers and the company
  • Strategic thinking, with focus on business results and win-win outcomes
  • Drive for problem-solving, digging deep, gathering and analyzing information and  choosing the optimal business approach 
  • Strong negotiation and influencing skills
  • Proactivity and self-motivation
  • Excellent communication and relationship-building skills
  • Strong organizational and project management abilities  
  • Desire and openness to learn about the industry and product, and to continually enhance skills
  • Collaborative approach to teamwork, fostering cross-functional cooperation
  • Willingness to share knowledge and mentor colleagues
  • Global mindset, adaptability to diverse cultures
  • Willingness to travel occasionally (few times a year)
  • Occasional flexibility for shifting work hours to engage with clients from different time zones

Bonus points:

  • Experience in the tourism industry
  • Familiarity with SaaS products

What’s in it for you?

  • As a Customer Success team member, you will have a strong influence on customers’ success and be the one who brings a positive change to their business
  • Influence on the growth of Lemax company and customer company
  • Transparent business relationships where you know success depends on both sides
  • Ownership and leadership in partnerships with our customers:
    • Autonomy to lead and create long-term strategy, bring value and growth for the customer
    • Room for being proactive, the one who propose the right direction
    • Finding ways and solutions, making decisions to reach goals efficiently
  • Making an impact in the transformation and digitalization of the entire travel industry 
  • Working with a highly scalable SaaS product – which is on the trajectory of becoming one of the leading solution for the tourism industry globally
  • Working in a SaaS company that is among a few companies in Croatia that are in the scale-up phase
  • Being part of the momentum in a company when we expand the enterprise customers segment

Benefits that we offer to the Lemax employees:

  • Hybrid model – 10 days per month for working from home
  • Fully covered sick leave
  • Days off for important life events
  • Exchangeable public holidays – exchangeable for another day off within the same month
  • Opportunity to either work remotely or enjoy a vacation in our HQ in Šibenik
  • Internal and external education, conferences & meetups, office library
  • Gamification – earning credits to win rewards for speaking in lectures/conferences, referring employees, writing blogs, or participating in media interviews/articles.
  • Budget for team building for every team
  • Company team building events
  • Workspace healthy perks (standing desks, fresh fruit, beverages, etc.)
  • Parking spots
  • Baby bonus
  • Part-time working hours for mothers during the first month after returning from maternity leave, with a full-time salary
  • Possibility of investing in the III pension pillar
  • Possibility of sabbatical leave – duration 2 months (after 5 years in the company)

If this description aligns with your professional aspirations and desire to elevate your career within such an environment, we invite you to apply and engage in further dialogue with us!

How to apply?

Please send us your CV via the submission form (Apply for this job button below). We will process your application as soon as it arrives.

To learn more about our selection process, time frames, and steps, we invite you to read our blog post on this topic.

Application deadline: Open until filled.