- Position: CX Key Account Manager
- Location: Warsaw, Poland
- Working mode: Hybrid
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.
About our client
Our client is a technology company specializing in delivering modern Customer Experience, Contact Center, and CRM solutions for medium-sized and enterprise organizations. The company supports clients in digital transformation by designing and implementing omnichannel communication platforms, AI-powered automation, and advanced system integrations. Its portfolio includes projects built on leading cloud and customer engagement technologies, helping businesses optimize customer service processes and improve operational efficiency. The organization combines deep technical expertise with a strong business focus, delivering scalable and secure solutions tailored to clients’ needs.
About the role
We are looking for a CX Key Account Manager who will be responsible for developing long-term relationships with strategic clients while helping them maximize the value of Customer Experience, Contact Center, and AI solutions. In this role, you will work closely with internal technical and delivery teams to provide tailored recommendations and ensure high levels of customer satisfaction. You will identify new business opportunities, support account growth, and contribute to the development of customer success strategies. This position is ideal for someone who combines strong commercial skills with an understanding of Contact Center technologies and customer experience management.
Key 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.
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.
