Descripción de la oferta
Mapal Group is looking for a Madrid based Key Account Manager (KAM). This role report to Global Client & Strategic Partnership Officer.Role OverviewThe Key Account Manager (KAM) is responsible for the commercial ownership and long-term success of a portfolio of strategic accounts.The role focuses on retention, renewals, ARR growth, and account development, working in close collaboration with the Global Client & Strategic Partnership Officer, Product, and Customer Operations.You will act as the main commercial point of contact for key customers, ensuring alignment between customer objectives and Mapal’s solutions.Key ResponsibilitiesOwn and manage the day-to-day operations of a portfolio of strategic SaaS B2B accountsBuild long-term relationships with decision-makers and key stakeholdersCoordinate with internal teams to deliver a high-quality customer experienceEnsure successful onboarding, adoption, and value realization of Mapal’s solutionsConduct regular business reviews (QBRs) with customersDrive account growth through upselling, cross-selling, and contract renewals negotiation in close collaboration with the Global Client & Strategic Partnership OfficerJointly develop key account plans to ensure customer ROI and growthAct as the voice of the customer internally, collaborating with Product and SupportMonitor account health and proactively mitigate churn risksKey ChallengesManaging complex, multi-stakeholder enterprise accounts that have purchased multiple Mapal solutionsBalancing customer success and commercial growth objectivesDriving product adoption across multiple countries, sites and user profilesNavigating long sales cycles and renewal negotiationsMaintaining high satisfaction in a fast-paced SaaS environmentAdapting to different market dynamics (Europe, international geographic span)Ensuring alignment between customer expectations and product capabilitiesKey Performance Indicators (KPIs)Customer health: Renewal rate/ churn rateCustomer satisfaction: NPSUpsell / Cross-sell revenue and conversionPipeline value from existing accountsProduct adoption & service metricsRequired Experience & SkillsProven experience as a Key Account Manager or Account Manager for large enterprise customers in B2B SaaSExperience managing multi-country and multi-product customersStrong commercial and negotiation skillsAbility to manage long-term strategic relationshipsExcellent communication and presentation skillsData-driven mindset with experience using CRM tools (Dynamics, Planhat or similar)Comfortable working in an international, cross-functional environmentLanguages: Spanish, French, English (fluent)Who are we? We’re Mapal, a European leader in hospitality software. Since 2008, we’ve been building technology solutions that help thousands of businesses manage their operations more efficiently. Now, we’re using generative AI to revolutionize the industry. The Key Account organisation has been recently created and regroups our largest and most loyal customers. We have an ambition to grow to a €100M business by 2030 and Key Accounts will form a critical path to that growth journey. We are looking for an ambitious professional who is going to help us build best practices on how to manage our top customers. You will join a tenured team of talented Key Account Managers who care deeply to deliver significant customer ROI, which is a necessary foundation for future growth. Our culture is shaped by six core values: Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goal Equal Employment Opportunity At Mapal, we believe our differences make us stronger. We’re proud to offer equal opportunities to everyone—no matter your background, identity, or life experience. What matters most to us is your talent, your passion, and the ideas you bring to our team. We’re committed to creating an inclusive workplace where everyone feels valued, respected, and supported. In line with European laws, we also provide reasonable accommodations for applicants and employees with disabilities. If you need any assistance during the application or interview process, do not hesitate to ask for it to the Talent Acquisition contact.
