CX Key Account Manager

About the Position

We are seeking a CX Key Account Manager to develop long-term relationships with strategic clients in Warsaw, Poland.

About the Company

Our client specializes in delivering and developing advanced Contact Center solutions for large organizations. They support businesses in optimizing customer service processes through modern, multi-channel communication systems. The company integrates technologies such as voice, chat, email, and social media into unified platforms. They also focus on continuous improvement of implemented solutions, leveraging data analysis and emerging technologies like AI. Their approach combines consulting, implementation, and long-term client partnership.

Responsibilities

• Build and maintain long-term relationships with key enterprise clients.
• Understand customer business needs and recommend AI, Contact Center, and Customer Experience solutions.
• Coordinate cooperation between clients and internal technical, implementation, and delivery teams.
• Monitor customer satisfaction, identify improvement opportunities, and implement initiatives that increase customer loyalty.
• Develop account growth strategies and identify upselling and cross-selling opportunities.
• Prepare business reports, presentations, and recommendations for both clients and internal stakeholders.
• Act as a trusted advisor throughout the customer lifecycle, ensuring successful adoption of delivered solutions.

Requirements

• Proven experience in Key Account Management, Customer Success, or strategic client relationship management.
• Experience working with Contact Center environments, either from the vendor or customer side (e.g. Team Leader, Supervisor, Contact Center Manager, Project Manager, Consultant, Business Analyst, or similar).
• Strong communication, presentation, and negotiation skills.
• Understanding of Customer Experience principles and Contact Center performance metrics.
• Ability to analyze customer needs and develop long-term account strategies.
• Experience collaborating with cross-functional teams in a technology-driven environment.
• Commercial mindset with the ability to identify business development opportunities.
• Fluency in Polish and professional communication skills in English.

We Offer

• Employment based on an employment contract or B2B agreement.
• Competitive salary of up to 12,000 PLN (depending on experience and employment type).
• Hybrid working model with flexibility after onboarding.
• Private healthcare and Multisport benefit.
• Training budget and opportunities for continuous professional development.
• Clear internal career paths within sales, pre-sales, implementation, and Customer Experience.
• Modern work environment with access to innovative AI, Contact Center, and CRM technologies.

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