Account Manager; Romandie

IN SHORT

Are you a proactive relationship builder who thrives in a dynamic environment? As our Account Manager (100%) in Lausanne, you will be at the heart of our customer journey. You will take full ownership of a diverse portfolio, driving client satisfaction, growth, and retention.

• Own and manage a portfolio of 200 clients from post‑trial engagement to renewal.
• Build and maintain strong, long‑term relationships with key contacts to manage expectations and overall satisfaction and retention.
• Analyze client needs continuously to optimize their experience and pinpoint cross‑sell or upsell opportunities.
• Drive organic growth actively within your segment to maximize account potential and business value.
• Engage proactively with clients flagged during health checks and monitor key metrics to prevent churn proactively.
• Contract negotiations, account reviews, and renewal or termination processes.
• Collaborate cross‑functionally with our Acquisition, Product, Operations, and Support teams to ensure a consistent client experience.
• Provide valuable feedback to internal teams based on client insights to continuously improve our offerings and processes.

• 2+ years of professional experience in client success, account management, or a similar customer‑facing role.
• Proven track record of efficiently managing and growing a large, diverse client portfolio.
• Confident use of CRM tools is necessary.
• Proactive, solution‑oriented mindset with a sense of hospitality.
• Excellent interpersonal and communication skills to connect effectively with various stakeholders.
• Ability to thrive in a fast‑paced environment while building meaningful, value‑driven relationships.
• Fluency in French and English.
• Non‑smoker – we don't want you to smell like cigarettes, neither at work nor at customer meetings. After all, FELFEL is about good food.
• Valid work permit or Swiss passport.

• Net Revenue Retention (NRR)
• Churn Rate
• Portfolio Growth (Cross‑sell/Upsell)
• Client Health Score
• Customer Satisfaction (CSAT or NPS)

• Lots of delicious food, just a few steps away from your desk.
• Best barista coffee and tea for the whole team, thanks to our innovative Gavetti coffee machine.
• 5 weeks holiday per year, as well as the chance to buy an extra week of vacation.
• Two full weeks of ‘work from anywhere’ per year to bring more variety to your work day.
• We care about your future with an above‑mandatory pension fund.
• New parents get 16 or 3 weeks, respectively, of fully paid parental leave. We also support the return to work by making a generous financial contribution to childcare until the child reaches kindergarten age.
• We encourage our employees to use public transport by covering your half‑fare travelcard.
• Great team events, such as our well‑known FELFEL Summer Outing.
• Stay active and healthy with our weekly sports sessions.