Lara AI is a SaaS solution, designed to take employee engagement to new heights. Through personalized conversations, real-time analytics, and AI-driven automation, we're transforming the HR landscape.

We are very pleased to continue growing and adding talent to our teams. Among these talents, we are looking for a proactive Semi Senior Key Account Manager (Customer Experience) with a positive attitude, initiative, and a strong desire for professional growth to join our team.

The responsibilities include:

● Set up new clients by managing the end-to-end Onboarding process.

● Be responsible for ensuring client satisfaction by meeting planning, SLAs, and timely delivery of implementation and launch.

● Design and configure the appropriate solution to meet all client requirements and expectations regarding use cases and product functionality.

● Monitor and analyze issues or errors raised by clients.

● Grow the client's billing potential by creating a shared vision and a well-defined customer journey.

● Develop and maintain a strong relationship with key clients through regular communication, responding to requests.

● Drive the adoption and use of various Lara AI modules and features across multiple business units, teams, and markets where clients are located.

● Develop efficient management plans for clients, including quarterly reviews, contract renewals, and upselling/cross-selling.

● Prepare and present monthly/quarterly business reviews to clients, generate recurring reports, and organize catch-up meetings as needed.

● Measure and report internal KPIs related to client status.

● Act as a liaison between client stakeholders and internal Product/Technology teams to manage expectations on both sides.

● Work closely with Product and Technology teams to analyze the feasibility of technical requirements and improvements or new features suggested by clients, proposing scalable improvements with product impact.

● Keep documentation on processes, best practices, and specific technology information up to date, including both internal processes and external client documentation.

Required experience and skills:

● Minimum of 2 years of experience in a client-facing B2B role (business-to-business).

● Experience working in IT companies or digital product companies (SaaS, customized CRM, AI-related). The candidate should have been working in a company where the product offered is software.

● Experience managing large accounts (enterprise).

● Proven experience working with CRMs or Account Management systems (preferably Zendesk and Google Suite).

Beneficial experience and skills to have:

● Experience from the HR/People industry.

● Preferably from a startup background.

Seniority and years of experience:

Senior with 2+ years of experience in similar position

Type of work:

This is 100% remote with a coworking possibility at the Palermo office once a week.

Our Team:

The area is structured with a Manager and 2 people, all working in a startup-like environment where everyone handles a variety of tasks.

Benefits:

● 15 business days that can be taken flexibly.

● Health Insurance OSDE 210

Hiring process:

● Talk with Macarena, Connector at Pitcheers

● Interview with HR

● Interview with Manager

● Interview with CEO

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