Customer Management Specialist / Lead, İstanbul | Koç Kariyerim

Customer Management
• Managing long-term relationships with corporate clients; leading meetings at the level of CFOs, Procurement Directors, and Supply Chain Directors
• Preparing annual budget plans and mapping revenue growth opportunities
• Identifying upsell and cross-sell opportunities, sharing them with the relevant teams, and following up accordingly
• Regularly measuring customer satisfaction and the overall health of client relationships

Operations
• Managing online auction processes end-to-end
• Taking full ownership of the entire process and developing solutions in the event of potential issues
• Following up invoicing, reporting, and contract management processes

Process Improvement & Product
• Analyzing Promena’s internal operational processes (request → auction management → reporting → invoicing) and developing improvement recommendations
• Taking the lead in the design of new projects and service models
• Collecting customer feedback in a structured manner, conducting root cause analyses, conveying findings to Product Management, and following up on related actions

Business Development
• Identifying revenue growth opportunities within the existing customer base and taking the necessary actions
• Strengthening the value proposition offered to customers by closely monitoring the digital procurement market
• Coordinating with the sales team and supporting new customer acquisition efforts

Education & Experience
• Bachelor’s degree (preferably in Industrial Engineering, Business Administration, Economics, or Management Information Systems)
• A master’s degree is considered an asset
• Minimum 5 years of total professional experience
• At least 2 years of experience in a client-facing role within a technology, SaaS, or B2B platform company is preferred
• Basic familiarity with procurement platforms
• Awareness of the procurement technologies
• Prior responsibility for upsell or cross-sell activities within an existing customer base is a strong advantage

Technical Skills
• Strong ability to work with CRM, SRM, and ERP interfaces
• Ability to generate reports using BI tools (Power BI, Tableau, or equivalent)
• Advanced proficiency in Excel and MS Office
• Familiarity with Agile methodologies and sprint structures
• Curiosity and interest in integrating AI tools into business processes are considered an advantage

Soft Skills
• A systematic and analytical mindset, with the ability to derive insights from data
• Strong communication skills with the ability to adapt to stakeholders at different levels
• Able to remain calm under pressure, take ownership, and maintain a solution-oriented approach during crises
• Strong presentation and meeting management capabilities
• A team player who can naturally coordinate with sales, product, and operations teams

Languages
• Advanced written and spoken English