key account manager for enterprise software

JetBrains is a global software company specializing in intelligent, productivity-enhancing tools for software developers and teams. Its products are used by more than 15.9 million developers and 90 Fortune Global Top 100 companies.

• Build and maintain relationships with key stakeholders, decision-makers, and users at enterprise accounts;
• Understand customer objectives and act as a strategic advisor;
• Develop tailored customer success plans focused on product adoption, utilization, and expansion;
• Monitor customer engagement and proactively address risks or issues affecting satisfaction or retention;
• Collaborate with internal teams to resolve escalations promptly;
• Identify upsell, cross-sell, and renewal opportunities;
• Educate decision-makers on the value proposition of the product suite;
• Partner with sales teams to capitalize on expansion opportunities;
• Advocate for customers and relay feedback and feature requests to product and development teams;
• Maintain accurate account activity, renewal forecasts, and expansion potential records in the CRM system;
• Engage with product, sales, and support teams to ensure seamless service delivery;
• Support strategic initiatives for assigned accounts.

• 5+ Years of experience in a Customer Success or Key Account role within the cloud, software, or technology industry, focused on enterprise accounts;
• Experience managing relationships with complex, large-scale customers;
• Proven ability to build strong connections with executive-level stakeholders and long-lasting customer relationships;
• Experience developing and executing account plans, including success metrics, renewal strategies, and expansion roadmaps;
• Customer-centric mindset and ability to advocate for customer needs within the organization;
• Strong understanding of enterprise technology and software solutions;
• Ability to communicate technical information effectively to different customer stakeholders;
• Proficiency in data analysis to identify trends, monitor engagement, and optimize customer success;
• Excellent verbal and written communication skills;
• Ability to collaborate cross-functionally and advocate for customer needs;
• Fluency in German and English;
• Nice to have: Additional languages.

• Travel up to 30% of the time for on-site meetings and relationship-building activities.