Account Manager
Account Manager
Language Proficiency
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English: Upper Intermediate or above (written)
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Ukrainian: Native
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Russian: Understanding, able to communicate with clients if necessary
Work Experience
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Priority: Account Managers for platform client management.
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Priority: Desirable experience with similar tasks such as chat/site administration, script writing, upsells, cross-sells, working with Google documents/sheets, CRM, documentation writing.
Possible Previous Positions: Customer Success, Internet Store Manager (sales with order processing via messaging), sales assistant, non-IT sales, etc.
Customer support roles are less relevant as they do not involve building relationships with clients but rather address specific queries on an ad hoc basis.
Key Responsibilities
Primary Tasks:
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Managing partner chats using predefined scripts.
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Independently preparing scripts if none exist for a specific request.
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Maintaining interaction with platform users, monitoring their activity, encouraging active platform usage to achieve goals.
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Motivating users (through case studies developed during work) to purchase a premium subscription package or renew existing subscriptions upon expiration.
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Maintaining CRM reporting.
Additional Responsibilities:
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Periodically re-engaging with dormant client bases, encouraging their return to platform interaction.
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Gathering feedback from platform users and initiating platform improvements based on this feedback. Then, returning to users with enhancements and encouraging subscription purchase/renewal.
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Encouraging partners to subscribe to platform social media.
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Partner Key Performance Indicators (KPIs):
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Managing no fewer than 100 partner chats according to agreed-upon scripts (number subject to change).
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Ensuring growth in the number of active partners.
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Achieving conversion rates in funnels not lower than the departmental average for Account Management.
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Promptly informing BizDev and Sales teams if partners reach out to them in chats.
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Maintaining up-to-date statuses in the partner database spreadsheet.
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Specialized Knowledge
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Proficiency in Google tools (creating Google sheets, working with formulas and filters).
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Scriptwriting skills; familiarity with scripting techniques is a plus.
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Knowledge of business correspondence rules.
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IT terminology.
Work Schedule and Style
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Client's schedule, primarily from 10:00 to 19:00.
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Remote format.
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Commitment to the profession to achieve results.
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Motivational system during probationary period (3 months), ranging from 600 to 800 depending on candidate's background.
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Motivational system after probationary period: 1st priority (experience) - 600-800; 2nd priority (lack of relevant experience) - 400-600.
Candidate Avatar
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Gender: Irrelevant.
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For male candidates: Preferably those with reasons for deferment.
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Age: 22-30 years (range may be expanded if candidate meets other criteria).
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Country of Residence: Ukraine (excluding occupied territories and border regions subject to shelling).
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Education: Higher education or incomplete higher education (preferably with distance learning).
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Collaboration Format: Active Individual Entrepreneur status (preferred).