CX Account Manager - Spanish Market

About the role

Factorial, an AI for business founded in Barcelona in 2016, is looking for an Account Manager for its Customer Experience team covering the Spanish market. You will own a portfolio of customers, build long-term relationships and grow accounts through upselling and cross-selling, helping clients centralize more of their processes on the platform.

Key responsibilities

• Own the growth of your portfolio by identifying and closing upselling and cross-selling opportunities, and by analysing which products and features add value to each customer.
• Manage the full expansion cycle, from spotting the need to closing the deal.
• Build strong, consultative relationships, hold regular meetings, share product updates and discover new needs.
• Analyse your portfolio proactively, build an action plan for each account and track adoption, expansion potential, renewals and churn risk.
• Drive product adoption and retention, acting as a strategic partner and addressing churn risks early.

Required profile

• At least 1 year of experience managing B2B customer portfolios.
• Experience in upselling, cross-selling and/or account expansion, and with commercial targets and KPIs.
• Ability to analyse a portfolio, identify opportunities and build action plans; proactive, autonomous and results-oriented.
• Strong communication skills and consultative approach; able to manage several priorities and work in a team.
• Native or professional-level Spanish and professional English.

Bonus points

• SaaS, technology, HR or payroll experience.
• Full-cycle B2B sales experience.
• Renewal and retention management experience.

What we offer

• High-growth, multicultural and friendly environment.
• Wellhub fitness and wellness access.
• Cobee savings card and Nora food discounts.
• Language classes, breakfast in the office and organic fruit.
• Pet-friendly workplace.