Account Manager

Platform.sh

Company presentation :

Platform.sh is a groundbreaking hosting and development tool for web applications. We’re a European VC-Backed startup with a host of blue-chip Enterprise clients and a string of awards and grants (including €2m from the EU Horizon 2020 program). To reinforce our technical prowess, we are looking to grow our Customer Solutions team with an engineer that also enjoys customer relations. If you’re looking for an exciting, high-growth opportunity with an award-winning, cutting-edge company, this could be just the job for you.

Our customers run thousands of web applications in over 100 countries consuming 10s of thousands of CPUs on multiple public clouds. We were shipping containers before Docker, our sales team can explain the CAP Theorem, and our marketing director programs Haskell.

We can clone whole running systems, including the data, services, and networking in a matter seconds. The main API to operate and orchestrate our clusters of LXC containers is Git. We're hardcore technologists with equally hardcore customers.

We're looking for strong technologists who are good at providing valuable services directly to customers.

Our customers run thousands of web applications in over 100 countries consuming 10s of thousands of CPUs on multiple public clouds. We were shipping containers before Docker, our sales team can explain the CAP Theorem, and our marketing director programs Haskell.

We can clone whole running systems, including the data, services, and networking in a matter seconds. The main API to operate and orchestrate our clusters of LXC containers is Git. We're hardcore technologists with equally hardcore customers.

We're looking for strong technologists who are good at providing valuable services directly to customers.

Mission :

Our Account Managers are the ambassadors for the Platform.sh brand. They know the intricate needs and challenges of the customers in their portfolio and deeply care about their success. They lead communications in times of change or problem resolution, and foster a healthy working relationship with the customer.

Mission :

Sales activity for existing customers:

  • ensure renewal of contracts, including up and cross sells
  • report on renewal activity
  • liaise with sales team when necessary

Customer care:

  • be involved in the customer’s journey from on-boarding to continued partnership
  • monitor and measure Customer satisfaction (eg. Net Promoter Score) through regular health checks
  • coordinate the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations
  • solve conflicts and concerns that were not solved at Customer Support level
  • build and manage workflows for handling complaints

Technical Skills :

  • SaaS business acumen
  • relational and negotiation skills
  • ability to effectively prioritize and escalate customer issues as required
  • ability to learn and assimilate technical information quickly
  • fluent written and verbal English
  • basic knowledge of web application architecture and services (DNS, CDN, web servers, databases, cache layers, etc.) and distributed systems.
  • basic knowledge of web development workflows and tools (git, CI tools)
  • knowledge of common web applications and frameworks: Magento Ecommerce, Symfony, Drupal, eZ Platform, or Typo3 (a lot of our customers run those)
  • knowledge of cloud services (AWS, Azure)

Soft Skills :

  • customer orientation
  • sense of service
  • energetic and self-motivated
  • communication and listening skills
  • analytical, problem solving and troubleshooting expertise
  • organization
  • pragmatism
  • capacity to work remotely in an international fast growing environment
  • high degree of ownership over one’s work
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