Key Account Manager

MISSION

Guarantee the rapid, durable deployment of every MSA across all of the client’s subsidiaries and sites, own the high-level relationship, and grow the account year over year.
Your North Star is Adoption, the GMV generated against the client’s full event potential, and the net expansion of that potential through cross-sell, upsell and stronger contractual conditions.
You are the one accountable face for the client end to end, and the orchestrator of everyone working the account downstream (CSRs, Account/Operations Managers, Event Managers, Sales Admin, Product, Tech, Fintech).
You will handle a portfolio of 10 to 15 large accounts representing €50M to €100M of GMV

KPI

Account growth / Net Revenue Retention — expansion GMV vs. prior period (new divisions, new products, richer conditions).
Adoption — realised GMV vs. capturable potential per account.
Activation — users onboarded and active users on the platform.
ROI — Value/savings demonstrated.
Retention & conditions — renewals secured, exclusivity and vendor closure reinforced; stakeholder-change risk contained.
Satisfaction & disputes — NPS maintained and improving; commercial/operational disputes resolved without escalation to litigation.

RESPONSIBILITIES

1. Deploy large accounts

Lead the end-to-end deployment of newly signed framework agreements, ensuring every contractual obligation is met across geographical zones and departments.
Translate contractual clauses into operational reality: stand up and maintain Enterprise portals (Control Tower), back office, policies and billing entities, with Procurement.
Configure integrations and ERP / invoicing connections; coordinate with Tech on security topics.
Coordinate multi-country, multi-entity rollouts with local buyers and international stakeholders.

1. Penetrate the account & drive adoption

Execute a deep-penetration strategy: identify and engage informal influencers, local decision-makers and site managers, securing adoption at every level of the client’s hierarchy.
Maintain a structured field presence: site visits to monitor implementation, assess service quality and reinforce the partnership locally.
Maximise users onboarded and active users; grow realised GMV against the account’s full potential.
Run demos, webinars, office visits and account mapping with the Account Managers team; deliver quarterly performance reports and KPIs to the client.

1. Own senior stakeholders & advise

Act as the dedicated point of contact for the client’s executive leadership and key decision-makers; hold an exhaustive understanding of their strategic objectives and personal drivers.
Manage procurement and finance sponsors as a trusted, strategic advisor — not a support contact.
Maintain a stakeholder matrix to mitigate the risk of personnel changes inside the client organisation.
Advise clients on their MICE policy, compliance and savings; run Quarterly and Executive Business Reviews (QBR / EBR) and multi-thread across procurement, finance, IT and business leaders.

1. Expand the account

Open new divisions and entities across the group (land-and-expand).
Reinforce contract conditions : negotiate and extend exclusivity and vendor closure.
Sell new products. Integrations, consulting, financial services, invoice carrying.
Enter new long-tail verticals within the account.
Own upsell, cross-sell and renewals end to end; run a strategic account plan with expansion plays, forecasts and a stakeholder map; carry the expansion number (NRR / wallet share).

1. Risk

Proactively identify friction points in the service-delivery chain and implement corrective action plans before they become formal litigation.
Build and run mitigation plans when event delivery is at risk; lead cross-team escalation resolution.
Own the NPS campaign for your accounts : measure, follow up, improve.

1. Voice of the client to Product & Tech

Give structured feedback to Product and Tech to adapt the platform : transactions, payments, invoicing, ERP integrations and back-office UX; partner with BI on deployment analytics.

Preferred experience

5–7 years in Strategic / Key Account Management or Enterprise Customer Success, with a proven track record of managing large-scale contract deployments in B2B — and of growing accounts (expansion / NRR), not only retaining them.

Strategic agility — navigate complex, multi-layered corporate structures and build consensus among diverse stakeholders, up to C-suite.

Negotiation — advanced conflict resolution and high-stakes commercial negotiation.

Data-driven — fluent with CRM (HubSpot), deployment KPIs, ROI, account health and forecasting.

Communication — fluent English and local language (French in Canada, German in Germany), impeccable written and verbal, suitable for C-suite interaction.

Mobility — high willingness to travel for on-site visits and client events.

Recruitment process

Step 1 : Video call with the manager
Step 2 : Case study with peer
Step 3 : Speed dating with local team