Account Manager Nova Post

Описание

About Nova Post

Nova Post is the international arm of the NOVA group, providing fast and reliable delivery, financial, and IT solutions worldwide. Building on a powerful Ukrainian foundation, we are actively expanding across Europe. We are looking for an Account Manager to become a driver for developing our customer relations in the German market, working from Ukraine or directly within the region of presence.

Mission of the Role

To ensure sustainable loyalty growth of existing customers in the German market, develop their potential through additional services (upsell/cross-sell), and maintain an impeccable level of satisfaction with Nova Post services.

Key Responsibilities:

Building a Partnership Ecosystem: Developing and maintaining strategic relationships with existing B2B clients in the German market.

Driving Growth: Analyzing customer needs to implement new logistics products and increase the scale of cooperation.

Contract Lifecycle Management: Monitoring contract lifecycles and organizing the timely renewal of partnerships.

Customer Advocacy: Efficiently resolving inquiries by coordinating with technical support, logistics, and other departments.

Experience Analytics: Monitoring satisfaction indices (NPS/CSAT), handling feedback, and adapting services to meet the demands of the European market.

Data Management: Systematic CRM management, documenting communication history, and preparing analytical reports.

Account Planning: Creating and implementing individual development roadmaps for key partners.

Our Expectations:

Language Proficiency: German (B2 level or higher) and English (B2 level or higher) are mandatory.

Deep understanding of customer psychology and a high level of empathy.

Experience in LTV (Lifetime Value) management and the ability to build long-term partnership strategies.

Ability to identify hidden business needs and offer proactive solutions.

Mastery in conflict resolution and high emotional intelligence.

Focus on specific financial results and portfolio retention.

Understanding of German business culture will be a significant advantage.

Success Metrics (KPIs):

Revenue Volume: Revenue dynamics from the German client portfolio.

Upsell/Cross-sell: Effectiveness of additional service sales.

Retention Rate: Rate of successful contract renewals and client retention.

NPS/CSAT: Customer satisfaction levels within the European direction.

Churn Rate: Minimization of customer attrition.

Compensation & Benefits:

The remuneration package consists of a fixed base salary and a bonus system linked to the performance of the country or cluster (Germany). The bonus is calculated based on the achievement of Monthly Economic Standards (MES/МЕН).