CS Account Manager

Barcelona, Full time

Who we are:

Marfeel is a publishing platform that revolutionizes the way publishers create, optimize and monetize mobile websites. Over 850 publishers, including USAToday, The Washington Times, Euronews, and El Confidencial use Marfeel to serve a billion mobile sessions, every month. 

Since our beginning in 2011, Marfeel has been recognized by Inc5000 as the nº 1 Fastest-Growing Marketing and Advertising Private Company in Spain and was named as one of Europe’s 1000 fastest-growing companies by the Financial Times in both 2017 and 2018. As a Google Certified Publishing Partner, we were recently awarded a Google Innovation prize for our work designing and producing new publishing innovations.

Our team now has more than 185 members, made up of over 30 different nationalities. With headquarters in Barcelona and offices in New York and Bogotá, our people and our diversity are the reason behind our world-class product, and we’re still growing.

The Role:

The Account Manager will be responsible for taking care of Marfeel’s customers in their assigned region(s), by driving the customer towards success, promoting growth, as well as preventing and fighting Churn. You will be a champion for your customers and for the other account managers working in the same geography.

This is what you will do:

  • Understanding and discussing with the customer their business objectives with Marfeel for each phase of their lifecycle.

  • Have complete and full control of each account.

  • You will manage a portfolio of around 35 customers representing a total Yearly revenue of approximately 2M€.

  • Nurture a close relationship with the key stakeholders of our customers.

  • Address all business-related questions or concerns that our customers may have.

  • Be on top of the customer's key metrics (Traffic, Monetization Metrics, Engagement, speed, etc) and take the necessary action to move things forward with the customer and internally at Marfeel so the business objectives set with the customer are met.

  • Analyze our publishers' requests and understand their business objectives, moving things internally and ensuring the delivery of the highest quality results within the established deadlines.

  • Communicate clearly to our customers what is possible and what is not. Knowing when and how to say no is an important part of the job.

  • Negotiation will be a constant mark of your day-to-day work. Both internal negotiation with the team and negotiating with the customer will help to create the optimal conditions in order for our customers to be able to get the best possible outcomes through the Marfeel platform.

  • Follow the Customer Success Playbook set by the Head of Account Management.

  • Be the customer’s main escalation point for everything related to Marfeel.

  • Be proactively on top of the customer's support issues.

  • Help the Support team with customer's issues when requested.

  • Help the customer by providing guidance on Marfeel resources and tools (Insight, Atenea, etc) on a one-to-one basis.

  • Be responsible for the growth of the account.

  • Promote all possible upsells (features & business model) to our customers.

  • Assess the size of each customer and map upsell opportunities and new websites to grow the account.

  • Push for the implementation of new websites from the same media group.

  • Push for the generation of business cases.

  • Convert our customers into our advocates, by providing new referrals.

  • Help others your peers to improve by giving the support and guidance to achieve extraordinary things.

This is you:

  • At least 3 years in a customer-facing position, ideally customer success or account management.

  • At least 2 years of experience in a B2B SaaS environment.

  • Fluency in French is a must. Any other language will be highly valued.

  • Google Analytics is something that you feel comfortable working with.

  • Strong relationship and communication skills, both written and verbal.

  • Ability to communicate with a sense of confidence in order to assure our customers that they are well-taken care of.

  • You genuinely care about people and helping others achieve their goals.

  • Negotiation is part of your DNA. Being able to understand and anticipate the customer’s real desires in order to be able to deliver what matters when it matters.

  • You are energetic and proactive, looking for challenges and moving this forward all the time.

  • Analytics will be a constant in your work as an Account Manager. Being able to interpret and deliver strong data-based presentations is a must for the role.

  • Self-motivation and autonomy define who you are and how you work. You will be the owner and the ultimate voice of your accounts and must be able to plan and execute your activities without external intervention.

  • You understand that a satisfied customer is a key to make your portfolio grow.

  • Solution-oriented mindset. You must identify publisher’s issues and drive solutions rather than dwelling on problems.

  • You understand that the most important thing is to know what is really important. Prioritization is key to succeed in this position.

  • Tech Savvy. We love technology and we must understand how it works and how it impacts our customers’ business.

  • You think, plan and execute in a strategic way, incorporating customers’, team and individual goals.

  • Multitasking makes you feel alive and your highly effective organizational skills enable you to provide quick and valuable follow-ups and feedback to our customers.

  • You are a team player. You like to share your knowledge and help people toward success.

We will be further impressed if:

  • You have knowledge and experience in the Ad Tech industry.

  • You speak any additional languages.

  • You have any knowledge of HTML5 and CSS.

This will be you as part of the Marfeel team:

  • Open-space, light-filled and eco-conscious office with large sunny terrace

  • Unlimited refreshments including coffee, tea & soft drinks

  • Subsidized healthy & tasty lunch delivered to the office & free fresh fruit 

  • Ping-pong, video games, table football and other games for down-time

  • Free language and yoga classes at the office

  • Subsidized monthly plan to a huge network of health & wellness centres (Andjoy)

  • Transport, restaurant & kindergarten tickets

  • Subsidized health insurance for you and your partner/family

  • Flexible working hours and early finish on Fridays

  • Loyalty sabbatical and vacation days

  • Access to training platforms, courses & materials
  • Referral bonus for talent brought to us by you

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