Descripción de la oferta
Mapal Group is looking for a Madrid basedKey Account Manager (KAM).This role report to Global Client & Strategic Partnership Officer.Role Overview
TheKey Account Manager (KAM)is responsible for thecommercial ownership and long-term success of a portfolio of strategic accounts.
The role focuses onretention, renewals, ARR growth, and account development, working in close collaboration with the Global Client & Strategic Partnership Officer, Product, and Customer Operations.
You will act as themain commercial point of contactfor key customers, ensuring alignment between customer objectives and Mapal’s solutions.Key Responsibilities
Own and manage theday-to-day operationsof aportfolio of strategic SaaS B2B accounts
Buildlong-term relationshipswith decision-makers and key stakeholders
Coordinate with internal teams to deliver ahigh-quality customer experience
Ensuresuccessful onboarding, adoption, and value realizationof Mapal’s solutions
Conductregular business reviews (QBRs)with customers
Driveaccount growththrough upselling, cross-selling, and contract renewals negotiation in close collaboration with the Global Client & Strategic Partnership Officer
Jointly developkey account plansto ensure customer ROI and growth
Act as thevoice of the customerinternally, collaborating with Product and Support
Monitoraccount healthand proactively mitigate churn risksKey Challenges
Managingcomplex, multi-stakeholder enterprise accountsthat have purchasedmultiple Mapal solutions
Balancingcustomer success and commercial growth objectives
Drivingproduct adoptionacross multiple countries, sites and user profiles
Navigatinglong sales cycles and renewal negotiations
Maintaining high satisfaction in afast-paced SaaS environment
Adapting todifferent market dynamics(Europe, international geographic span)
Ensuringalignmentbetween customer expectations and product capabilitiesKey Performance Indicators (KPIs)
Customer health: Renewal rate/ churn rate
Customer satisfaction: NPS
Upsell / Cross-sell revenue and conversion
Pipeline value from existing accounts
Product adoption & service metricsRequired Experience & Skills
Proven experience as aKey Account Manager or Account Manager for large enterprise customersinB2B SaaS
Experience managingmulti-country and multi-product customers
Strongcommercial and negotiation skills
Ability to managelong-term strategic relationships
Excellentcommunicationandpresentationskills
Data-driven mindset with experience usingCRM tools (Dynamics, Planhat or similar)
Comfortable working in aninternational, cross-functional environment
Languages:Spanish, French, English (fluent)Who are we?
We’reMapal, a European leader in hospitality software. Since 2008, we’ve been building technology solutions that help thousands of businesses manage their operations more efficiently. Now, we’re using generative AI to revolutionize the industry. The Key Account organisation has been recently created and regroups our largest and most loyal customers. We have an ambition to grow to a €100M business by 2030 and Key Accounts will form a critical path to that growth journey. We are looking for an ambitious professional who is going to help us build best practices on how to manage our top customers. You will join a tenured team of talented Key Account Managers who care deeply to deliver significant customer ROI, which is a necessary foundation for future growth.Our culture is shaped by six core values: Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goalEqual Employment Opportunity
At Mapal, we believe our differences make us stronger. We’re proud to offer equal opportunities to everyone—no matter your background, identity, or life experience. What matters most to us is your talent, your passion, and the ideas you bring to our team. We’re committed to creating an inclusive workplace where everyone feels valued, respected, and supported. In line with European laws, we also provide reasonable accommodations for applicants and employees with disabilities. If you need any assistance during the application or interview process, do not hesitate to ask for it to the Talent Acquisition contact.
