About JetBrains
At JetBrains, code is our passion. JetBrains is a global software company specializing in the creation of intelligent, productivity-enhancing tools for software developers and teams. Ever since we started, back in 2000, we have been striving to make the strongest, most effective developer tools on earth. Over 15.9 million developers already use our products, and 90 Fortune Global Top 100 companies are JetBrains customers.
About the role
As a Key Accounts Manager for Enterprise clients, you will be the strategic partner and trusted advisor for our largest enterprise accounts. Your primary responsibility is to nurture and grow relationships with key stakeholders and users within these organizations, ensuring they realize maximum value from our solutions. You’ll act as a single point of contact, advocate on their behalf within the company, and work cross-functionally to align our resources and support the customer’s ongoing success. Your focus will be on customer satisfaction, retention, and growth, ensuring a smooth and mutually beneficial partnership.
Key Responsibilities
- Build and Maintain Relationships: Establish and strengthen connections with key stakeholders, decision-makers, and users to build trust and align on mutual goals. Understand their objectives and serve as their strategic advisor.
- Customer Success Planning: Develop a deep understanding of each customer’s business priorities, and build tailored success plans to align with these objectives, focusing on product adoption, utilization, and expansion.
- Proactive Account Management: Monitor customer engagement and proactively address any risks or issues that could impact satisfaction or retention. Collaborate with internal teams to resolve escalations promptly.
- Growth and Expansion: Identify upsell, cross-sell, and renewal opportunities by educating decision-makers on the full value proposition of our product suite. Partner with sales teams to capitalize on expansion opportunities.
- Voice of the Customer: Serve as the customer’s advocate, capturing their feedback and feature requests to relay to the product and development teams. Strive to address their evolving needs and improve overall satisfaction.
- Reporting and Forecasting: Maintain accurate records of account activity, renewal forecasts, and expansion potential using our CRM system to provide insight into the customer’s growth trajectory.
- Team Collaboration: Engage with product, sales, and support teams to ensure seamless service delivery and support strategic initiatives for your accounts.
Requirements
- Experience: 5+ years of experience in a Customer Success or Key Account role within the cloud, software, or technology industry, with a focus on enterprise accounts. Previous experience managing relationships with complex, large-scale customers is essential.
- Relationship-Building Skills: Proven ability to establish strong connections with executive-level stakeholders and build long-lasting customer relationships.
- Strategic Planning and Execution: Demonstrated experience developing and executing account plans, including success metrics, renewal strategies, and expansion roadmaps.
- Customer-Centric Mindset: A passion for delivering exceptional customer experiences and an ability to advocate for the customer’s needs within the organization.
- Technical Acumen: Strong understanding of enterprise technology and software solutions. Ability to effectively communicate technical information to a range of customer stakeholders.
- Analytical Skills: Proficient in data analysis to identify trends, monitor engagement, and optimize the customer’s success journey.
- Communication and Collaboration: Excellent verbal and written communication skills, with the ability to collaborate cross-functionally and advocate for the customer’s needs.
Travel Requirement
- Up to 30% of the time for on-site meetings and relationship-building activities.
Languages
- Fluency in German and English is required. Additional languages are a plus.
This role is ideal for a customer-centric, strategic thinker who thrives on building meaningful relationships, delivering value, and driving growth in complex enterprise accounts. Join us to help shape the future of customer success and ensure our clients achieve their desired outcomes with our solutions.
We are an equal opportunity employerWe know great ideas can come from anyone, anywhere. That’s why we do our best to create an open and inclusive workplace – one that welcomes everyone regardless of their background, identity, religion, age, accessibility needs, or orientation.
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