Key Account Manager (m/f)

About the role

We are looking for a proactive Key Account Manager to lead and grow relationships with TAWAL’s key and colocation clients in Croatia and across Europe. The role combines strategic account planning, commercial negotiation and cross‑functional coordination to ensure client satisfaction and revenue growth.

Key responsibilities

• Develop and execute TAWAL’s account management strategy, policies and procedures.
• Drive revenue by planning accounts, signing new and renewing Master Service Agreements (MSAs) with key and third‑party accounts.
• Prepare bid responses and evaluate pricing strategies to maintain competitiveness and profitability.
• Own end‑to‑end client relationships, handling requests, feedback and complaints in collaboration with TAWAL Croatia and European teams.
• Manage MSA terms, billing, invoicing and financial settlements throughout the contract lifecycle.
• Conduct customer feedback surveys, monitor experience metrics and implement improvement actions.
• Track account financial health against KPIs, forecast future requirements and report status to TAWAL HQ.
• Create commercial templates and tools to standardise activities and ensure compliance with the commercial framework.
• Represent TAWAL at internal and external events, exhibitions and other stakeholder engagements.
• Support additional tasks as requested by the line manager.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Minimum 4 years of proven experience in account management or a client‑facing role.
• Knowledge of the telecommunications industry and relationships with telecom operators is a plus.
• Strong leadership, analytical, problem‑solving and conceptual thinking abilities.
• Excellent negotiation and communication skills, with the ability to present complex information clearly.
• Team‑oriented, results‑driven and highly adaptable to change.
• Fluent English, with experience communicating with international leadership teams.

Required skills

• Proficiency with MS Office.
• Experience using CRM software.