Senior Account Manager - German Speaking

As the Senior Account Manager within the DACH ARM Team, you will play an essential role in strengthening and advancing our Account Management team. Working closely with the ARM Team Lead, your focus will be on developing our Account Managers’ skills, maintaining customer satisfaction, and ensuring compliance with key KPIs and operational standards. This role combines leadership, strategic oversight, and hands-on support to create a high-performing, customer-centric team.

What You Will Do:

• Mentor and support Account Managers, driving their growth through personalized training, quality assurance, and continuous development.
• Act as the primary liaison between Account Managers and the ARM Team Lead, stepping in as deputy in the Team Lead's absence.
• Analyze and manage key performance indicators for account activities, ensuring accountability and consistency across the team.
• Guide Account Managers in building strong relationships with customers, especially those aligning with our sustainability and Responsible Gaming criteria.
• Support Account Managers in providing exceptional service, covering responsible gaming, revenue, and financial transparency.
• Coach the team on effective customer engagement via phone, email, chat, and in-person at events or meetings.
• Address escalated customer issues, maintaining a balanced approach to customer satisfaction and business needs.
• Cultivate a positive and inclusive work environment that encourages teamwork and constructive interactions.

While this role is primarily Monday to Friday, occasional weekend or after-hours work may be required to meet business needs.