Account Growth & Retention Manager (Lausanne)

FELFEL Schweiz; Lausanne; On-site; CHF 90,000 - 130,000; Full time

Benefits offered by this job

5 weeks holiday

Work from anywhere 2 weeks/year

Above-mandatory pension plan

Public transport subsidy

Team events

Parental leave support

Job summary

FELFEL Schweiz in Lausanne is seeking an Account Manager to own a 200-client portfolio from post-trial to renewal. You will build long-term relationships with key contacts, identify cross-sell opportunities, and drive growth while ensuring high client satisfaction.

You bring 2+ years in client success or account management, are fluent in French and English, and can navigate CRM systems with ease in a fast-paced hospitality-focused environment.

Qualifications

• 2+ years of professional experience in client success, account management, or a similar customer-facing role.
• Proven track record of efficiently managing and growing a large, diverse client portfolio.
• Confident use of CRM tools is necessary
• Proactive, solution-oriented mindset with a sense of hospitality
• Excellent interpersonal and communication skills to connect effectively with various stakeholders.
• Ability to thrive in a fast-paced environment while building meaningful, value-driven relationships.
• Fluency in French and English
• Non-smoker - we don't want you to smell like cigarettes, neither at work nor at customer meetings.
• Valid work permit or Swiss passport.

Responsibilities

• Own and manage a portfolio of 200 clients from post-trial engagement to renewal.
• Build and maintain strong, long-term relationships with key contacts to manage expectations and overall satisfaction and retention.
• Analyze client needs continuously to optimize their experience and pinpoint cross-sell or upsell opportunities.
• Drive organic growth actively within your segment to maximize account potential and business value.
• Engage proactively with clients flagged during health checks and monitor key metrics to prevent churn proactively.
• Contract negotiations, account reviews, and renewal or termination processes.
• Collaborate cross-functionally with our Acquisition, Product, Operations, and Support teams to ensure a consistent client experience.
• Provide valuable feedback to internal teams based on client insights to continuously improve our offerings and processes.

Job description

FELFEL Schweiz in Lausanne is seeking an Account Manager to own a 200-client portfolio from post-trial to renewal. You will build long-term relationships with key contacts, identify cross-sell opportunities, and drive growth while ensuring high client satisfaction.

You bring 2+ years in client success or account management, are fluent in French and English, and can navigate CRM systems with ease in a fast-paced hospitality-focused environment.