Account Manager/Client Partner, Lviv
Full-time | Ukraine, Lviv
We are seeking a proactive, strategic, and client-centric Account Manager to join the Sales & Account Management team at Indeema Software. In this role, you will act as the primary strategic and commercial bridge between client C-level executives and our internal engineering and delivery teams.
Your primary initial focus will be taking full commercial ownership of our existing legacy accounts. You will be responsible for standardizing account governance, improving Customer Satisfaction (CSAT/NPS), preventing churn, and unlocking sustainable growth through proactive upselling and cross-selling across IoT, Embedded Systems, and Custom Software verticals.
Responsibilities
- Take full commercial and strategic ownership of assigned legacy accounts, establishing dedicated account governance and acting as the primary point of contact for commercial and roadmap inquiries.
- Maintain detailed Account Development Plans (template will be provided) for each client to map stakeholders, track technical bottlenecks, set annual growth targets, and outline clear expansion roadmaps.
- Monitor client satisfaction metrics (CSAT/NPS), conduct regular satisfaction surveys, and proactively mitigate operational blockers to eliminate churn.
- Proactively identify and execute upsell/cross-sell opportunities (team capacity scaling, new project phases, software/firmware upgrades, cross-selling AI/Design/IoT modules) to expand MRR and LTV.
- Facilitate strategic QBR sessions with client leadership alongside internal Tech Leads and PMs to present technical audits, market insights, and validated ROI expansion proposals.
- Collaborate closely with Project Managers (PMs), CTOs/Tech Leads, and the VP of Delivery to ensure technical feasibility, clear commercial alignment, and smooth execution of new project scopes.
- Maintain HubSpot CRM, log all expansion deals/opportunities, ensure signed SOWs/Annexes are attached.
- Meet and exceed monthly and quarterly commercial KPIs focused on CSAT scores, client retention, and upsell revenue targets.
Requirements
- 2+ years of Account Management or Client Partner experience in IT services / software outsourcing.
- Demonstrated success in managing B2B client portfolios, driving upselling, and expanding account LTV.
- Proven ability to establish trust and maintain long-term strategic relationships with C-level stakeholders (CEOs, CTOs, VPs of Engineering).
- Hands-on experience maintaining account documentation, specifically Account Development Plans (ADP) and Quarter Business Reviews (QBR).
- Strong understanding of IT business models (Time & Material, Fixed Price), the Software Development Life Cycle (SDLC), and technical team setups (IoT, Firmware, Web/Mobile, Cloud, AI).
- Experience conducting structured CSAT/NPS surveys and managing client health frameworks.
- Fluent English (C1 Level) for clear, consultative commercial negotiations and executive presentations.
- Hands-on proficiency with HubSpot CRM and Google Workspace tools.
Will be a big plus:
- Background or understanding in IoT, Embedded Systems, AI.
- Close collaboration with the delivery team to ensure account satisfaction and growth.
- Knowledge of German language.