Customer Success / Key Account Manager

Job Objectives: 

Türkiye Customer Success / Key Account Manager is responsible for ensuring an exceptional customer experience and long-term value realization for SolidAR’s clients. This role focuses on fostering strong relationships, driving product adoption, and identifying upsell opportunities. In addition, the position oversees all technical matters - including product pilots, comprehensive technical support, and continuous communication with key accounts - and manages client scaling efforts and personnel training as their sales volumes increase

Principal Accountabilities:

1. Customer Relationship Management: 

• Develop and nurture long-term relationships with key accounts 
• Serve as the primary point of contact for inquiries, support issues, and strategic discussions 
• Monitor client satisfaction and proactively resolve concerns to ensure high retention rates

2. Account Strategy & Business Development: 

• Develop and implement account strategies to drive customer success and growth
• Identify upsell and cross-sell opportunities by aligning client objectives with SolidAR’s offerings 
• Collaborate with sales and marketing teams to expand accounts and boost revenue

3. Onboarding, Engagement, and Scaling: 

• Oversee client onboarding to ensure a smooth introduction to SolidAR’s solutions
• Design and execute engagement plans that enhance product adoption and drive outcomes 
• Manage scaling initiatives for clients experiencing increased sales volumes, ensuring that client personnel receive effective training and support to sustain growth 
• Coordinate with technical and product teams to customize solutions for individual clients

4. Technical Oversight and Product Pilots: 

• Manage all technical aspects related to key accounts, ensuring seamless integration and optimal performance of SolidAR’s solutions
• Lead the planning and execution of product pilots, demonstrating value and functionality to clients 
• Provide comprehensive technical support, including troubleshooting and ongoing optimization, with continuous communication to ensure client satisfaction

5. Partnerships and Collaboration: 

• Collaborate with internal teams—including product development, support, and marketing—to incorporate customer feedback into service improvements 
• Build relationships with industry partners and technology providers to enhance service offerings 
• Act as a customer advocate to ensure the organization remains aligned with client needs and market trends

6. Reporting and Metrics: 

• Track KPIs, customer satisfaction, and revenue growth within key accounts 
• Provide regular, detailed reports to the Regional Director and senior management on account health, opportunities, and risks 
• Leverage data-driven insights to refine account management strategies and customer engagement initiatives

Framework, Boundaries, Decision Making Authority: 

• Operates within the approved customer success strategy set by SolidAR’s leadership
• Authorized to implement customer success and technical support initiatives within defined boundaries 
• Responsible for recommending process improvements and strategic adjustments based on customer feedback and market dynamics

Reporting Structure:

1. Reports to: Regional Director (or equivalent position in the UK office)

2. Supervises: Customer support and account management teams, as applicable, once established

Communications and Working Relationships:

1. Internal: 

• Collaborates with sales, marketing, product, and technical teams to ensure seamless customer experiences and rapid issue resolution 
• Works with senior management to align customer success initiatives with overall company objectives

2. External: 

• Engages with key stakeholders in client organizations to build trust and demonstrate value 
• Partners with industry associations and technology providers to stay informed of market trends and best practices

3. Working Hours: 

• Full-time position with flexibility required to address client needs and on-site visits
• Occasional domestic or international travel may be required for client meetings, training sessions, and industry events

Education, Knowledge, Skills and Experience: 

• Educational Background: Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field; an advanced degree (MBA or equivalent) is preferred.
• Industry Experience: Minimum 10 years in customer success, account management, or business development roles within technology or industrial sectors 
• Technical Proficiency: Deep understanding of digital and AR/VR technologies, with proven experience managing technical aspects and executing product pilots 
• Excellent communication and presentation skills in Turkish, English and Russian 
• Proven ability to manage high-value accounts and achieve retention and growth targets. 
• Strong analytical, problem-solving, and negotiation skills 
• Highly driven with an entrepreneurial mindset, thriving in fast-paced environments
• Exceptional interpersonal skills, a collaborative approach, and a keen focus on customer needs

Competencies: 

• In-depth knowledge of Türkiye’s business regulations and cultural norms 
• Strong understanding of customer success strategies and account management best practices 
• Ability to analyze customer data and market trends to inform strategic decisions 
• Excellent interpersonal and leadership skills with a customer-centric focus 
• Proven ability to work collaboratively in cross-functional teams and manage complex projects

Key Performance Indicators:

1. High customer retention rates and demonstrable improvements in customer satisfaction scores
2. Successful upsell and cross-sell initiatives contributing to quarterly revenue targets
3. Timely onboarding and activation of new customers, ensuring rapid product adoption
4. Effective execution and conversion of product pilots into long-term engagements
5. Successful scaling of client operations, with trained personnel effectively managing increased sales volumes
6. Regular, detailed reporting on account health, technical issues, risks, and opportunities to the Regional Director
7. Positive feedback from internal stakeholders and external clients regarding relationship management, technical support, and client scaling efforts