Senior Account Manager

Our client have retained us to find them a Partner Success Manager – Retail & Telco Partnerships (5+ years experience)

Location is anywhere in Germany

Salary - €75,000 + Bonus

The client is a global technology platform powering trade-in and circularity programs for leading retailers and telecom operators. They operate across Europe, the Middle East and beyond, helping partners drive device upgrades, increase customer lifetime value, and reduce electronic waste through scalable, data-driven solutions.

About the Role

We are looking for a Senior Account / Customer Success Manager to support the rollout, adoption, and ongoing success of our clients trade-in programs across retail and telecom partners, with a strong emphasis on retail environments.

This role sits at the intersection of program delivery, partner success, and operations, ensuring that our partners not only launch successfully but also actively use, adopt, and scale the solution over time.

You will work closely with partner teams (store operations, HQ stakeholders) and internal teams (product, tech, logistics, marketing) to drive execution, improve performance, and enhance the customer journey.

Key Responsibilities

1. Program Rollout & Execution

- Support the rollout of trade-in programs across retail stores and partner channels

- Coordinate onboarding activities including training, operational setup, and go-live readiness

- Ensure smooth implementation of processes (in-store, logistics, and system integrations)

2. Partner Success & Adoption (Core Focus)

- Act as the primary point of contact for day-to-day partner support

- Drive adoption and usage of the platform across stores and partner teams

- Monitor engagement and proactively identify gaps in usage or process adherence

- Support partners in embedding trade-in into their core sales journey

3. Performance Monitoring & Optimization

- Track KPIs such as conversion, volumes, and operational quality

- Identify improvement opportunities and support implementation of enhancements

- Provide regular updates and insights to partners on program performance

4. Retail Operations Support

- Work closely with retail teams to ensure store-level readiness and execution

- Support training initiatives and creation of operational materials

- Help troubleshoot day-to-day issues impacting store performance

5. Cross-Functional Coordination

- Collaborate with internal teams (product, tech, logistics, finance) to resolve issues and improve the offering

- Support continuous improvement of processes, tools, and customer experience

6. Partner Relationship Management

- Build strong working relationships with operational stakeholders at partners

- Support senior stakeholders with structured updates and clear communication

- Ensure alignment between partner expectations and program delivery

Profile & Qualifications

Experience

- 5+ years in customer success, account management, program management, or operations

- Experience working with retail and/or telecom clients is a strong plus

- Exposure to multi-stakeholder environments (HQ + store-level operations) preferred

- Experience in technology platforms, retail operations, or B2B2C environments is advantageous

Skills

- Strong customer-facing and relationship management skills

- Highly organized and execution-focused, with attention to detail

- Ability to manage multiple workstreams across different stakeholders

- Comfortable working with data and KPIs to drive decisions

- Strong communication skills (written and verbal)

Languages

- Fluent in German (required)

- English required; additional European languages are a plus

Nice to Have

- Experience with trade-in, circular economy, or device lifecycle programs

- Familiarity with retail store operations or telco sales environments