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.

YOUR RESPONSIBILITIES

• 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.

YOUR PROFILE

• 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.

YOU WILL BE MEASURED BY

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

OUR BENEFITS

• Lots of delicious food, just a few steps away from your desk - we make your gastronomic dreams come true
• 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 ou r 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

Ready to apply? If this sounds like the perfect role for you, please submit (English or French):

• Your CV & complete documents (references, diplomas) 
• A short video introducing yourself and telling us why you are our next Account Manager (max. 1 minute)

ABOUT US

FELFEL is all about good food and coffee in the workplace: we help Swiss employers become masters of hospitality. 
With our smart fridge ‘FELFEL’ and delicious barista coffee ‘Gavetti’, we enable companies to provide their employees with first-class, ultra-fresh food and drinks throughout the day. Whether hearty and traditional, modern and vegan or high in protein - our weekly changing menu ensures that all employees always have something to be excited about ;).
FELFEL is a family business that was founded in 2013. Today, we take care of around 1000 locations in Switzerland, and have 150 employees across our offices in Lausanne, Zurich and New York.