Enterprise Account Manager

Lengow is a leader in intelligent e-commerce solutions that help brands and retailers drive profitable growth across the digital shelf. With powerful feed management, global price monitoring, and robust data capabilities, Lengow’s comprehensive SaaS product suite enables merchants to amplify product visibility online, outrun competition with informed pricing, multiply sales on marketplaces, and monitor brand presence among distributors. Since 2009, Lengow has fueled digital growth for over 3,600 customers across thousands of marketing and sales channels in over 60 countries.

About the role

You will manage a portfolio of 30 to 60 key B2B customers, including large international accounts operating across multiple countries. You will be their main point of contact, building long-term relationships with stakeholders across different markets and teams. 

To succeed in this role, you will need to understand your customers’ business objectives, e-commerce and digital marketing challenges, product usage and performance data. A good understanding of Lengow’s solutions and how customers use them will be key to identifying needs, advising customers and spotting risks and opportunities. 

The role also has a strong commercial dimension. You will be responsible for the retention and growth of your portfolio, including renewals, upsell and cross-sell. Net Revenue Retention (NRR) will be a key objective.

You will define an account strategy for your portfolio and prioritize your actions based on customer needs, growth opportunities and churn risks.

⌨️ Your main responsibilities:

• Build strong, long-term relationships with key customer stakeholders across different teams, markets and countries, using contact mapping to develop your network within each account.
• Develop a strong understanding of your customers’ e-commerce and digital marketing strategy, technical environment, product usage and performance data  to identify needs, risks and opportunities.
• Build and execute account strategies, with regular and proactive customer contact to drive product adoption, retention and growth.
• Identify and address churn and downsell risks early.
• Identify and develop upsell, cross-sell and expansion opportunities across Lengow’s solutions
• Own renewals and lead commercial and contractual negotiations.
• Prioritize actions across your portfolio based on customer needs, risks and growth potential.
• Deliver accurate revenue forecasts across renewals, expansion and churn.
• Work closely with internal teams and product experts to address customer needs.

🪜 Hiring Process

• HR video call with Inchela, our HR Business Partner
• Manager Interview with Julie, our Head of Account Management
• Business case with Julie and two other members of the Customer team
• Job offer 🎉

🏹 We are looking for someone with the following experience and skills:

Core Competencies

• Strong analytical skills, with the ability to work with customer, product and performance data. 
• Customer and business oriented, with the ability to understand customer objectives and challenges.
• Excellent communication and interpersonal skills, comfortable working with different stakeholders in international and complex organizations.
• Strong organizational and prioritization skills to manage several account strategies, opportunities and risks at the same time.
• Curious and proactive, with the ability to quickly understand customer challenges and complex topics.
• Commercial mindset and confidence in customer negotiations.
• Strong CRM discipline, with the ability to maintain accurate customer, opportunity and interaction data.

Expertise

• Proven experience managing and developing key B2B accounts, ideally in an international and multi-country environment. 
• Experience using customer needs, product usage and performance data to identify risks and opportunities.
• Hands-on experience managing customer retention, renewals and expansion opportunities, including upsell and cross-sell.
• Experience leading commercial and contractual negotiations with customers.
• Experience building account strategies, including contact mapping and relationships with multiple stakeholders.
• Fluent in French and English, both written and spoken. Italian is a strong plus. 
• Experience in a SaaS environment, e-commerce and familiarity with NRR / churn metrics are a plus.

Track Record

• Proven ability to build and develop long-term B2B customer relationships.
• Demonstrated ability to proactively identify and address customer needs and retention risks.
• Proven ability to grow existing customer revenue through relevant upsell, cross-sell and expansion opportunities.
• Demonstrated ownership of customer retention and revenue growth objectives.

At Lengow, we value diversity in all its forms and are committed to equal opportunities. All applications are considered based on skills and qualifications, including those from candidates with disabilities.

✨ Joining Lengow is also an opportunity to benefit from many advantages:

🏖️ 5 weeks of paid leave + at least 11 additional RTT days per year
🏡 Flexible working hours, 2 remote working days per week, remote work allowance
🍽️ Meal vouchers (EdenRed): €8 per working day, 50% covered by Lengow
🚲 Sustainable mobility allowance of up to €200 per year or 50% reimbursement of public transportation costs
💻 Choice of working environment: MacOS, Windows or Linux
🩺 Malakoff Humanis health insurance and disability coverage
🍎 Fresh fruit delivered to the office every week
🎉 Regular team events to connect, collaborate and spend time together
🎓 A tailored onboarding and training program, including dedicated product training to help you build strong knowledge of the Lengow platform and succeed in your role.