Senior Account Manager, Piano

• 6 years of proven work in a Key Account Manager or Director role; Experience in AdTech, Analytics, MarTech, SaaS or programmatic media buying/selling is a plus
• Berlin based or able to travel to the Berlin office twice a week
• Solid understanding in one or more of the following areas: Analytics, Identity Management, Marketing Science, Campaign Performance Reporting, DMP/data solutions, Ad Operations, or subscription business is preferred
• Interpersonal skills and presence to build relationships and influence key client stakeholders
• Committed to creating a culture of mutual success, where the success of our clients is intrinsically tied to our own
• Entrepreneurial spirit, and a real sense of ownership over book of business
• A flair for client communication and understanding of customer behavior
• Strong listening, consultative, and presentation abilities
• Knowledge of digital media monetization, media industries, online marketing
• Analytical thinking and ability to identify trends and patterns
• A proactive approach and an ability to showcase account leadership to address client needs/issues is a must
• Sense of urgency; ability to problem solve and troubleshoot in a timely manner
• Solid organizational, prioritization, and load balancing skills
• Articulate communicator, and solid listening skills
• Basic technical knowledge is a plus, but not required (JavaScript, HTML)
• Fluent in German and English; knowledge of other languages is a plus
• Successful candidates will demonstrate a strategic mindset, exceptional interpersonal skills, and a commitment to delivering superior client experiences

• As an Enterprise Account Manager, you will be responsible for leading relationships with our enterprise-level clients, ensuring their success, and driving both contract renewals and expansion opportunities
• You will act as the primary point of contact for a portfolio of high-value accounts, working closely with cross-functional teams to deliver exceptional customer experiences, maximize customer retention, and drive upsell and cross-sell opportunities
• You will leverage your deep understanding of our product and the client’s business to align solutions with their goals, positioning Piano Software as a trusted partner
• This role is both strategic and commercial, requiring a combination of relationship management, problem-solving, and sales acumen
• Operate as the lead point of contact for assigned client accounts – acquire a strong knowledge of the clients within your portfolio and define the best way to service their needs
• Own and nurture long-term relationships with enterprise-level customers, becoming their trusted advisor and key point of contact
• Serve as a proactive voice for the customer within the organization, ensuring their needs are met and anticipating future requirements
• Track customer health metrics and use insights to develop strategies that increase retention and customer lifetime value
• Build strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth
• Identify and understand customer needs, while having a deep understanding of Piano’s own business goals
• Maximize ongoing value for clients, deepening relationships, while also driving revenue growth and profitability for the business
• Detect, negotiate and close up-selling, renewals and business opportunities. Lead and support cross-sell efforts
• Conduct regular business reviews with clients to showcase value, demonstrate ROI, and introduce new product features or services
• Develop and implement strategic account plans that align with customer goals and drive measurable business outcomes
• Monitor client performance on the platform to identify new business opportunities that result in ongoing value delivery, and identification of expansion opportunities
• Serve as a secondary contact for inquiries and bug fix requests, collaborating with the technical engineering team and Client Success Management team to deliver solutions (primary contact is our Support team)
• Manage high impact requests or escalations to completion; ensure timely delivery of service
• Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development and/or other opportunities
• Manage and update the CSP to ensure timely and proper data capture for company visibility, tools alignment and proactive account management

Total funding: $160.4m

Piano helps businesses manage subscription, analytics and content personalization to monetize digital experiences. Previously the focus was on traditional publishers like Wall Street Post and CNBC. However, with the declining value of revenue streams like third party cookies, and new platforms like Substack and Clubhouse siphoning off paying customers, the revenue pinch is being felt by a growing spread of digital services.