Account Manager

Hi! CRMiUM is one of the largest multi-system integrators of CRM and ERP solutions in Ukraine. We help businesses automate their processes, boosting efficiency and profitability.

As our client portfolio grows, we're looking for a Middle-Senior Account Manager to strengthen our team and take full ownership of our existing European client accounts.

Your area of responsibility:

1. Serve as the primary point of contact for assigned European client accounts, owning the full relationship lifecycle from onboarding through retention and growth.
2. Conduct regular client calls, status updates, and Quarterly Business Reviews (QBRs) to ensure ongoing alignment and satisfaction.
3. Coordinate internally with delivery teams, Project Managers, and developers to meet client expectations and resolve issues proactively.
4. Manage contracts, Statements of Work (SoW), service agreements, renewals, and scope change requests.
5. Identify and execute upsell and cross-sell opportunities within existing accounts, proposing additional services aligned to client business needs.
6. Prepare and manage invoices, track payments, and maintain financial accuracy per account.
7. Monitor developer utilization, account health metrics, and client satisfaction signals; produce regular reporting.
8. Prepare commercial proposals, presentations, and account development plans for existing clients.
9. Escalate and resolve client concerns quickly, acting as an internal advocate for the client's perspective.
10. Maintain accurate account records in the CRM — contacts, contracts, activity history, deal stages.

What's important to us:

1. 2+ years of hands-on experience as an Account Manager, Client Success Manager, or Engagement Manager in an IT outsourcing, outstaffing, or SaaS company.
2. A demonstrated track record of managing 10+ international client accounts simultaneously, with experience in contract management (SoW preparation, renewals, pricing negotiations, scope changes).
3. Proven upsell or account expansion results — not just retention, but measurable revenue growth within managed accounts.
4. Experience working with EU, UK, DACH, or CEE markets, with understanding of SDLC, Agile/Scrum, T&M and Fixed Price engagement models.
5. Confident use of CRM tools (HubSpot, Zoho, or Pipedrive), project management tools (Jira, Confluence, Asana), and Google Sheets/Excel for financial reporting.
6. Strong written and spoken English (B2/C1+, mandatory for all client communication) and native or fluent Ukrainian.
7. A relationship-first, commercially driven mindset: organized, detail-oriented, and able to manage parallel accounts without a drop in quality, with strong conflict-resolution skills and the ability to self-manage remotely.

Will be a strong plus:

1. Polish (significant advantage for Polish/CEE-market clients) or German (advantage for DACH-market accounts) language proficiency.
2. Experience writing or contributing to RFP/RFI responses.
3. Prior experience at a CRM, marketing technology, or digital agency company.
4. Attendance at industry events, conferences, or trade shows as a company representative.
5. Familiarity with AI productivity tools (Claude, ChatGPT, Notion AI) integrated into daily workflow.
6. Experience building account management processes or playbooks from scratch.

What we offer:

1. Transparent motivation system — base rate + KPI-based bonus (retention rate, upsell revenue, and client satisfaction).
2. Engagement via a gig contract.
3. Full remote work, schedule aligned to European time zones (CET/EET), Monday–Friday.
4. Autonomy in decision-making — no micromanagement, results-oriented culture.
5. A like-minded team that values work-life balance and supports professional growth.

Selection stages:

1. HR/Recruiter screening (30 min).
2. Account management skills & scenario interview (45–60 min).
3. Final interview with CCO / Hiring Manager (30 min).