Key Account Manager

Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics, and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform. Headquartered in Amsterdam with offices across the Americas, Europe, and Asia Pacific, Piano serves a global client base, including Air France, the BBC, Kirin Holdings, Jaguar Land Rover, LinkedIn, The Wall Street Journal, and more. Piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by World Economic Forum, Red Herring, Inc., and Deloitte. For more information, visit piano.io.

Position Overview

The successful candidate will deliver value to a portfolio of clients in predominantly the UK region by providing day-to-day support to increase customer satisfaction and loyalty by optimizing and maximizing the use of our solutions. Responsibilities include:

• 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;
• 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;
• Present in client meetings, including steering committees, to deliver company updates, feature releases, and ideate methods for the customer to make the best use of our solution;
• 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 CS CRM to ensure timely and proper data capture for company visibility, tools alignment and proactive account management;

We are looking for candidates to meet the following requirements:

• 3 years of proven work in a Key Account Manager role; Experience in AdTech, Analytics MarTech, SaaS or programmatic media buying/selling is a plus;
• Philadelphia based or able to travel into Philadelphia;
• 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;
• Facility with productivity tools (MS, Apple);
• Articulate communicator, and solid listening skills;
• Basic technical knowledge is a plus, but not required (JavaScript, HTML);
• Fluent in English; knowledge of other languages (Spanish) is a plus.

Perks at Piano

• Unlimited PTO
• 95% healthcare coverage
• Stock options
• Free daily catered food in the office
• Free gym in the office
• Commuter benefits
• Unlimited healthy snacks, coffee, espresso, and soft drinks in the office
• Team events and happy hours

Applicants for this position should have authorization to work in this jurisdiction without sponsorship from the Company.

This Key Account Manager job description is intended to outline the general nature and level of work expected. Specific responsibilities may vary based on the needs of the organization and the evolution of the role. Successful candidates will demonstrate a strategic mindset, exceptional interpersonal skills, and a commitment to delivering superior client experiences.