• Du unterstützt bei Kundenprojekten sowie bei Account-Einrichtung, Abrechnungsthemen, technischen Anpassungen und der Erstellung von Kampagnen, Reportings und Dokumentationen • Du hast die Möglichkeit mit moderner KI zu arbeiten und Automatismen für Kunden zu bauen oder diese zu supporten • Nach entsprechender Einarbeitung beantwortest Du auch direkt eingehende Kundenanfragen, hilfst ihnen bei Problemen und berätst sie zur optimalen Nutzung unserer Event Management Software • Du arbeitest eng mit unserem Product Consulting Team zusammen und unterstützt bei der Betreuung von Kundenprojekten • Du hilfst außerdem bei der Erstellung von monatlichen Auszahlungsdokumenten

• Manage a portfolio of ~70-80 ecommerce customers • Build relationships with key stakeholders and run regular check-ins and QBRs • Understand customer goals, workflows, and operational challenges • Develop account plans focused on adoption, efficiency, and long-term value • Support renewal conversations for lower-risk or smaller expansions • Drive adoption of Gorgias features including AI, automation, and integrations • Analyze support workflows and recommend improvements • Help customers implement automation and AI use cases • Troubleshoot issues and partner with internal teams when needed • Monitor account health (usage, engagement, satisfaction) • Identify risks early and take action to prevent churn • Maintain accurate customer data and engagement tracking in internal systems • Manage your book of business independently while prioritizing high-impact activities • Leverage AI tools to improve efficiency across customer workflows and internal processes • Experiment with new approaches and share insights that improve team processes and playbooks • Partner with Sales, Product, and Support teams to drive customer outcomes • Surface customer insights that inform product improvements and roadmap priorities • Ensure internal teams have clear context when escalating customer needs

• You’ll be the main strategic advisor and quarterback for a regional book of business • Personally look after 25–35 corporate accounts • Help your clients fully adopt our platform • Protect them from leaving for competitors • Unlock revenue growth across your entire portfolio • Run high-impact business reviews with C-suite executives • Keep clients happy and on board while introducing new features to solve their challenges • Dig into usage data and account health scores • Team up with Product and Leadership to resolve complex client issues • Keep Salesforce up to date so your portfolio runs smoothly and efficiently

• Conduct phone and video consultations with pre-qualified prospects. • Manage the prospect care cycle from first contact through to the decision-making stage. • Accurately and promptly record all consultation information in the CRM. • Coordinate the handover of clients to the legal team once the engagement is formalized. • Follow up with clients to verify their level of satisfaction.