About the role

At contexte, an Account Manager (AM) owns a portfolio of several customer accounts. They handle onboarding, training, renewals, customer retention, daily support, and account growth. As the main customer point of contact, the AM deeply understands customer needs, builds relevant solutions, and ensures customer satisfaction. They also deal with all related administrative tasks.

The EU AM is part of the EU squad, reporting to the Chief Sales Officer.

Job Role

Account Management:

• Onboard and train new customers transferred from Account Executives.

• Maintain and build strong relationships with existing customers.

• Understand customer needs and objectives to recommend/ build suitable solutions.

• Provide regular and personalized account monitoring.

• Ensure customer satisfaction and manage expectations throughout projects.

• Address and resolve customer enquiries.

Contract Renewal:

• Identify contract renewal and offer update opportunities.

• Negotiate and finalize contract renewal terms.

• Work closely with internal teams (AE, Rev Ops, KA) to prepare and propose attractive and competitive offers.

• Retrieve purchase orders

Business development:

• Create account maps and customer personas.

• Spot opportunities for cross-selling and up-selling.

• Create and deliver customized sales proposals.

• Participate in (and help organize) in-person events for Brussels-based audience.

Project management:

• Coordinate projects effectively across editorial, product, marketing, and communications teams.

• Ensure projects are delivered on time and within budget.

Analysis and Reporting:

• Assess campaign and project performance.

• Recommend continuous improvements based on customer feedback and observed results.

• Proactively adapt the AM business in France to the specific dynamics of the European market, with a particular focus on Brussels.

Internal Collaboration:

• Coordinate with internal teams, including Sales, Communication, Marketing, and Product, to ensure a cohesive and effective response to customer needs.

• Co-develop the squad’s operational organization in collaboration with the Sales Director and team members.

• Gather and communicate customer feedback to product development teams to improve the company’s offerings.

• Participate actively in internal working groups and company-wide initiatives.

Education and Experience:

• Hold a 3- to 5-year higher education degree in business, marketing, communications, or an equivalent field.

• Have a minimum of 3 years of experience in account management, ideally in the media sector. A minimum of 2 years of sales experience is a requirement.

• Possessing knowledge of the Brussels PA environment is a real advantage.

Technical Skills:

• Be proficient in CRM tools and Notion. Experience in Sales Force is a plus.

• 1st interview: call with the Recruitment Officer.

• 2nd interview: Deep dive with our Chief Sales Officer and an AE.

• 3rd interview: Business Case with AM.

• 4th interview: Discussion with two Board Members.