INTERNATIONAL ACCOUNT MANAGER
INTERNATIONAL ACCOUNT MANAGER
🇬🇧International Account Manager – Customer Support
Utrecht, The Netherlands
Monday to Friday, office hours
Nice to meet you…
We are 5CA. For the past 20 years, we’ve used our expertise to help our clients build their CX & support strategy. Focused on three industries: video games, consumer electronics, and eCommerce, we provide omnichannel support in a wide variety of languages, always using the latest technological innovations.
We’re headquartered in Utrecht, The Netherlands, with offices in Los Angeles, Buenos Aires, and Hong Kong. For our contact services, we use a mix of onsite and remote support specialists. A highly flexible and dynamic model, by which we help our clients deal with challenging situations.
5CA offers a fast-paced, dynamic workplace where every day is different, and developments take place in days, not months. Our culture is shaped by a spirited workforce, hailing from all corners of the globe. We all share a thirst for new and exciting technology and gaming as the binding factor. 5CA has a flat hierarchy, where you are encouraged to think big, dream big, and live up to your full potential.
Just like us, you are a bit of a geek at heart. At 5CA like-minded international professionals work together to provide our clients with stellar support solutions. And our International Account Manager Customer Support is a pivotal catalyst to our business. As a trusted advisor you spot opportunities and guide clients through solutions as well as possibilities. And because that’s just how you tick, you are constantly finding new ways for us to improve.
In this diverse & challenging role your aim is to expand your business by strengthening our partnerships with about 30 different accounts, mainly in consumer electronics, eCommerce and video games. Your clients are SMB’s with a combination of start-ups and established brands. Often they have limited knowledge of CX and rely heavily on 5CA to guide them in delivering excellent support to their global customer base. And this is where you, our new International Account Manager Customer Support, come in!
At 5CA you have the freedom to tailor exactly how you approach managing your client portfolio. Your activities will include regular contact with your clients to review performance, discussing trends, and shaping/outlining the next steps towards adding maximum value to both our businesses. You deal with any pricing and contract-related inquires and ensure that new clients are onboard smoothly. Your seamless skills in strategic planning and account management are what will get you there.
Your clients are based all over the globe (although mostly in Europe and North America), as are our support specialists. The agents offer multichannel, multi-lingual support across the world – and that requires our mix of onsite and remote support solutions. As you can imagine all this can get a little technical, meaning customer support for these clients highly depends on smooth processes and workflows. To ensure seamless execution you team up with stakeholders in 5CA’s Operations team.
Why we want you
You’re an outgoing, energetic and glass half-full person with natural commercial skills. But it’s not just what you say, your success is reflected in your successful track record of selling services and delivering results in a B2B environment. You are a curious person at heart and a great listener. After reading this you’re eager to learn more about customer support in the 5CA way! You are already thinking of ways to open the minds of your clients to the possibilities of human-centric, technologically advanced, and data-driven solutions. Since you will have a wide variety of different clients, it is vital that you possess solid organizing and multitasking skills.
Tasks & Responsibilities
- Manage and strengthen the partnership with your accounts (yearly revenue of USD 2 – 4M), while growing 5CA’s business by expanding existing accounts and successfully onboarding new ones
- Main point of contact for your clients when it comes to strategic & commercial discussions
- Develop & maintain Strategic Account Plans for your clients to ensure innovation & growth. Quarterly reporting
- Work closely together with the 5CA Operations team to ensure good alignment between client needs & service delivery
- Signal areas of improvement within your project(s) and work out plans to sell and implement changes
- Support sales efforts for potential new clients
Ingredients for success
Do you think you are a match? Check your profile:
• Bachelor’s or Master’s degree
• 3+ years of B2B client engagement experience
• Ability to work highly flexible and travel on a regular basis
• Proficiency in written and spoken English.
• Experience with Zendesk
• An understanding of contact center metrics and know how to turn insights into actions.
How to apply
If you are excited about this opportunity, then hit that button! Tell us about your connection to gaming, which importance cannot be underestimated, and about your experience with client engagement & CX. We find it amazingly refreshing when decide to really show yourself. That is why we apply video, instead of asking you for a cover letter.