👤 (Key) Account Manager

Automatically generated excerpt from nestr.io on 2026-08-28 15:55 UTC, view all live information here.

Circle (Delegator)

🔘 Commercial

Role Keepers

  • Virag Josephsen

  • Daniel Briner

Purpose

The Customer (Key) Account Manager’s purpose is growing and maintaining a successful business relationship with existing customers. They proactively identify opportunities for expansion, drive successful projects and additional sales, and ensure customer retention and loyalty. They are the ongoing customer contact for commercial and strategic matters like offers, contracts, invoices, escalations and feedback.

Accountabilities (Key Responsibilities)

  • Customer Project lead on the high level

  • Offboarding of customers

  • General onboarding of new customers

  • Review of billable work & recurring fees for invoicing

  • Ensure a deep understanding of VSHN’s offerings, pricing, and strategic direction

  • Alignment of customer with VSHN’s strategy and offerings (including pricing)

  • Up-selling from opportunity qualification to contract signature (same as Sales but for existing customers)

  • Monitor customer satisfaction and turn insights into actions that drive long-term value and loyalty.

  • High-level handling and follow-up of service incidents

  • Up-to-date customer contacts, contracts, data and financial numbers

  • Clarification (including escalation handling) of the commercial and contractual situation

  • Representation of the customer’s needs, expectations, insights and feedback within VSHN

Stakeholders and Key Deliverables

Product Manager

  • Insights & feedback on offering value and pricing

  • Ownership and progress of sales opportunities

  • Understanding of the customer’s business, needs, pains, potential gains

  • Commercial implementation of VSHN’s strategy and offerings with existing customers

  • Profitability per customer, customer segments, potential bigger changes in revenue, etc. for budgeting

Product Owner

  • Documented customer insights on products/solutions

  • Understanding of the customer’s (project) timeline/priorities

  • Clarity for unclear customer/project/commercial situations

Finance / Invoicing

  • Billing issues clarified, customer pays invoices.

Customer

  • Single point of contact for the customer on the non-technical and strategic level.

  • Lead and contact person for the customer’s project at VSHN (timeline, budget, partners, etc.)

Tech-Teams

  • Feedback on delivery and work/service quality

  • Structured and readily available customer and contract information (in ERP)

  • Communication and refinement of complex or unclear customer requests

  • Customer (project) representation in value stream teams (for example, Sprint Reviews)

Dependencies

Solution Architect

  • Technical lead and work coordination of onboarding and change projects to solutions

  • Documented high-level state and impediments of technical work (usually Epic level)

  • Assistance in technical issues during a project and beyond

Product Manager

  • Pricing model and product pricing (ERP products) including variants and available discounts

  • Strategic clarity on our offerings and products

Legal & Compliance

  • Support with legal topics in contract negotiation / clarifications