Job Description

Hello! 👋

At Factorial we're looking for a new Account Manager for the Italian Market to help us support and scale our Customer Experience team to the next level. As part of the team in charge of driving customer success, retention, and growth, you'll be in charge of managing customer relationships, identifying expansion opportunities, and ensuring clients achieve long-term value from Factorial.

Ready to be part of the challenge? 🚀

About the team 👥

Our Customer Experience team is the voice that guides our users every step of the way, making sure they always get the most out of Factorial. If you’re passionate about people and love turning a challenge into a great experience, you’ll fit right in.

What you'll do 📝

• Manage a portfolio of customers and serve as their main point of contact.
• Build strong relationships with stakeholders and become a trusted business partner.
• Lead customer onboarding and support successful product adoption.
• Understand customer processes, challenges, and business goals to maximize value.
• Identify upselling, cross-selling, and expansion opportunities within existing accounts.
• Drive customer retention and renewal strategies to minimize churn.
• Collaborate with Sales, Product, Operations, and Marketing teams to support customer success.
• Maintain accurate account records, contract updates, and renewal information.
• Monitor customer health and proactively address risks and opportunities.
• Gather customer feedback and share insights to improve the product and customer experience.

What are we looking for? 🎯

• Native or professional Italian and professional English.
• 1–2 years of experience in Account Management, Customer Success, Sales, or client-facing roles.
• Proven ability to drive customer retention, renewals, and account growth.
• Experience identifying upselling and cross-selling opportunities.
• Strong relationship-building and stakeholder management skills.
• Excellent communication and negotiation abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple accounts and priorities simultaneously.
• Customer-centric mindset with strong problem-solving capabilities.
• Comfortable working in a fast-paced, high-growth environment.

Factorial bets for potential and growth. We currently evaluate all seniority levels, as we believe diversity and collaboration are the key for rocking the world! If you seek a place to demonstrate ownership of your own success, but you don't meet every point of this Job Description, please, apply anyway!

What’s in it for you? 💰

• Structured career paths to support your professional growth - we don’t believe in dead ends.
• Transparent salary grids from 27.000€ to 38.400€ OTE (fixed+variable).
• Uncapped monthly variable - your ambition sets the limit, not us!

Perks of being part of Factorial 😎

• Competitive ESOP plan 📈
• High growth, multicultural and friendly environment 🤝
• Healthy life with Wellhub (Gyms, pools, outdoor classes) 🕺🏻
• Alan as private health insurance 🩺
• Save expenses with Cobee💰
• Language classes 👩🏻‍🏫
• Breakfast in the office and organic fruit 🍏
• Food discounts with Nora 🍱
• Pet Friendly 🐕

Much more that we'll spill during the interview process

About us 🚀

Founded in Barcelona in 2016, we now have +1,700 employees serving more than 16,000 companies across 112 countries.

Factorial started with a simple idea: companies were spending too much time managing processes and not enough time doing the work they were hired to do: their best work.

But as companies grow, work gets more disconnected. More people, more tools, more information, and more time spent connecting the dots. Generic AI can answer questions, but it doesn’t know your company. Every time, you have to give it the context.

Factorial is different. Because it’s inside the company, it already knows how it works, including its people, processes, policies, and data. So you can ask it to do real work, from screening candidates and managing expenses to answering questions and creating reports.

AI isn’t the goal. Giving people back their time is.

Factorial is the AI for Business that knows companies, connects how work happens across the business, and turns that context into action.

When work changes, so do we.

We believe in diverse talent: we welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.

We believe in inclusion: we are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.

Our values 🫀

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Want to learn more about us? Check our website!

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