VIP Account Manager

Softsich; Polska; Ibrido; PLN 100.000 - 167.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible schedule

Remote work with option for Kyiv/Warsz

Health insurance (UA/PL)

Vacation benefits & parental leave

Learning & events coverage

Team building & supportive culture

No energy to aggressor states

Descrizione del lavoro

Softsich is seeking a VIP Account Manager to oversee a portfolio of high-value clients, driving retention and revenue while delivering premium service. The role emphasizes building long-term client relationships, proactive communication, and strict adherence to processes.

You will manage ~200 VIP clients, apply personalized bonuses to boost activity, and ensure all client interactions are properly documented in our SOP-compliant admin system. Remote work with flexible scheduling options.

Competenze

• At least 1 year of experience in the industry.
• English proficiency at B2 level or higher, both written and spoken.
• A results-driven mindset and personal accountability for achieving financial targets.
• Empathy, flexibility, and ability to build long-term relationships with VIP clients.
• Proactivity, emotional resilience, and ability to handle complex or escalated situations.
• Excellent organizational skills and discipline in managing workflows.

Mansioni

• Portfolio Management: Provide personalized support to approximately 200 VIP clients, monitor their activity daily, identify churn risks, and ensure financial targets are met.
• Premium Service: Proactively communicate with clients, including via phone calls and messaging platforms, respond promptly to requests, resolve sensitive cases efficiently, and adhere to high SLA standards.
• Bonus Management: Select, offer, and apply personalized bonus offers to encourage client activity and improve retention.
• Operational Discipline: Ensure that 100% of all contacts and interactions are documented, commented on, and tagged in the admin panel in accordance with SOPs.

Conoscenze

Account management

Client relationship building

Retention & revenue targets

English proficiency (B2+)

Proactivity

Organizational skills

Problem handling / escalations

CRM usage

Strumenti

CRM systems

Client analytics tools

Descrizione del lavoro

Hi!

We're excited to introduce you to Softsich!

We are looking for an ambitious and results-driven VIP Account Manager to manage a portfolio of VIP clients. The primary objective of this role is to directly manage a portfolio of VIP clients, with a particular focus on top-tier segments, consistently achieve Retention and Revenue targets, and maintain a premium level of service by building long-term relationships with clients.

Requirements

• At least 1 year of experience in the industry.
• English proficiency at B2 level or higher, both written and spoken.
• A results-driven mindset and a strong sense of personal accountability for achieving financial targets.
• Empathy, flexibility, and the ability to build long-term relationships with VIP clients.
• Proactivity, emotional resilience, and the ability to effectively handle complex or escalated situations.
• Excellent organizational skills and a high level of discipline in managing workflows.

Responsibilities

• Portfolio Management: Provide personalized support to approximately 200 VIP clients, monitor their activity daily, identify churn risks, and ensure financial targets are met.
• Premium Service: Proactively communicate with clients, including via phone calls and messaging platforms, respond promptly to requests, resolve sensitive cases efficiently, and strictly adhere to high SLA standards.
• Bonus Management: Select, offer, and apply personalized bonus offers to encourage client activity and improve retention.
• Operational Discipline: Ensure that 100% of all contacts and interactions are documented, commented on, and tagged in the admin panel in accordance with established SOPs.

Nice to Have

• Strong understanding of client lifecycle, retention, churn, engagement, and customer value metrics.
• Experience conducting calls with clients.
• Hands-on experience with CRM systems and client analytics tools.

Working Conditions

• Fully remote.
• Schedule: 2 days on / 2 days off, from 12:00 PM to 10:00 PM.

What we offer

• Flexible schedule and remote format or office in Kyiv / Warsaw — you choose.
• 20 paid vacation days, sick leaves, maternity leave, and health insurance (UA-/PLbased, other locations in progress).
• A supportive, friendly team where knowledge-sharing is part of the culture.
• Coverage for professional events and learning.
• Birthday greetings, team buildings, and warm human connection beyond work.
• Zero joules of energy to the aggressor state, its affiliated businesses, or partners.