Account Manager - EPD

At Smartbox, we believe that real-life experiences help us thrive, connect, and become the best versions of ourselves. As Europe’s leading experience brand, we are entering an exciting new chapter—evolving from a gift box company into an experience company.

Mission

Your mission, as an Account Manager, is to help us strengthen relationships with existing partners and uncover new business opportunities. In this role, you’ll be in daily contact with partners—primarily via phone and online meetings—to assist with questions, explore growth potential, and build long-term, trust-based relationships.

You’ll act as a key point of contact and advisor, preparing tailored business reviews and using your creativity to transform market trends into new product ideas. Collaboration with local and international colleagues will be part of your daily work, and you’ll be expected to manage account retention, identify upselling and cross-selling opportunities, and ensure partner satisfaction while aligning with company goals.

Responsibilities

The Account Manager's daily duties are evaluated across the following dimensions:

• Client Relationship Management:

You must establish and maintain long-term client relationships based on trust and serve as the main point of contact and trusted advisor for partners. This involves providing regular client updates, building strong interpersonal relationships, and proactively engaging with clients to understand their needs and ensure satisfaction, making first personal contact within 1–2 weeks of portfolio allocation.
Plan and execute quarterly business reviews (BR) for top accounts and groups.

• Account Retention and Growth:

You are responsible for retaining clients and growing account value through effective relationship management.
You must identify and pursue upselling and cross-selling opportunities within existing accounts and develop and present partner-specific business reviews to maximize results for all stakeholders.
Apply the 80/20 rule to prioritize top partners (e.g., Top 50, flagship accounts) and achieve quarterly contract targets.
Contact top partners 5 times per quarter and run detailed BRs with benchmarks.

• Client Issue Resolution:

This involves the ability to address and resolve client issues promptly and effectively, while also balancing client satisfaction with company policies and objectives.
Respond to partner requests the same day or confirm receipt if no solution yet.
Resolve issues promptly using correct processes and training materials.
Keep partners updated and follow up with relevant departments proactively.