Account & Channel Manager (Madrid, Spain)

Account & Channel Manager - Madrid (Hybrid)

Job title Account & Channel Manager

Client scope Enterprise, Mid-Market, SMB

Location Madrid, Spain

Languages Spanish and English – both mandatory

Contract type Full time

1. Context and objectives

TransFollow is a fast-growing SaaS product, owned by Viaservice, that has established itself as the leader in the digitalisation of eCMR and transport waybills across Europe. The company has reached a decisive turning point: product-market fit is firmly established, and our strategic evolution towards full supply‑chain visibility and driver empowerment has been validated by significant contracts with major enterprises.

This role is part of an ambitious commercial strategy aimed at accelerating revenue growth, maximising customer retention and supporting partners in their digital transformation, in full compliance with applicable regulations.

To manage, retain and grow the existing client portfolio (Enterprise, Mid‑Market, SMB), while actively contributing to revenue growth through upsell and account expansion.

3. Responsibilities and activities

3.1 Account management and onboarding

• Take ownership of new clients after signature (onboarding) across all segments.
• Ensure a smooth handover from the New Business team to operational account management.
• Drive solution adoption and customer satisfaction during the first months.
• Act as the client’s primary point of contact and trusted advisor.

3.2 Revenue development (Upsell and Expansion)

• Identify upsell and cross‑sell opportunities within the existing portfolio.
• Negotiate and close amendments, contract extensions and upgrades.
• Drive ARR (Annual Recurring Revenue) growth across the assigned scope.
• Support clients in expanding their usage: new flows, new entities, new products.

3.3 Retention and customer satisfaction

• Monitor key account indicators (consumption, NPS, tickets, renewals).
• Anticipate churn risks and implement corrective action plans.
• Organise regular account reviews with strategic clients.
• Handle crisis situations with responsiveness and professionalism.
• Collaborate with TMS, FMS, ERP and WMS partners to maximise client value.
• Take part in partners’ commercial and client meetings.
• Train partners and contribute to building up their expertise.
• Contribute to defining partner segmentation and lead‑generation initiatives.
• Strengthen technology integrations with partners (TMS, FMS, ERP, WMS).

3.5 Promotion and evangelisation

• Promote the eCMR and mobility solutions to professional associations.
• Lead awareness initiatives around the eCMR and the eFTI Regulation to engage prospects.
• Overcome barriers to the adoption of digitalisation among partners.
• Contribute to generating qualified leads through field promotion activities.

4. Required skills

4.1 Technical skills

• Command of SaaS environments / B2B solutions, ideally in the transport or logistics sector.
• Knowledge of TMS, FMS, ERP and WMS ecosystems.
• Good understanding of the challenges of digitalising transport documents.
• Proficiency with a CRM tool (Salesforce, HubSpot or equivalent).

4.2 Commercial and interpersonal skills

• Excellent negotiation and customer‑relationship management skills.
• Comfortable engaging with C‑level stakeholders.
• Ability to manage a multi‑segment client portfolio autonomously.
• Strong listening skills, results orientation and service mindset.
• Fluency in Spanish and English is mandatory; both languages are required for this role.
• Ownership mindset and proactivity in managing accounts.
• Strong adaptability in a fast‑growing environment.
• Enjoys cross‑functional collaboration (Sales, Product, Partners).
• Rigour, organisation and a sense of priorities.

5. Performance indicators (KPIs)

• ARR (Annual Recurring Revenue) growth across the managed portfolio.
• Retention rate and churn rate.
• Upsell and expansion rate on existing accounts.
• NPS and customer satisfaction.
• Product adoption rate (active use of key features).

6. Compensation and commission

Compensation consists of a competitive base salary and a performance‑based variable component:

7. Internal interfaces and collaboration

• Product team: relaying customer feedback and contributing to roadmaps.
• Partners (TMS / WMS / ERP): coordination on shared accounts and technology integrations.
• Executive Management: regular reporting and strategic alignment.

8. What we offer

• Join a fast‑growing SaaS company leading the digitalisation of freight documents (eCMR, Carta de Porte) and offering cutting‑edge collaborative solutions for the logistic industry.
• Be part of the new Madrid office and influence our Spanish market launch.
• Strong team support from local and international colleagues.
• Hybrid working model (Coslada office + remote).