Head of Account Managers (Digital Marketplace)
Hi! I'm Nikita Kovalev, Head of Partner Development at ggsel — looking for a strong Head of Account Managers to join my team.
We are ggsel, a marketplace for digital goods: games, software, subscriptions, and much more. Since 2017, we've been helping clients find and purchase everything related to gaming content, software, and digital services. Today, ggsel is a top marketplace in the CIS with 15 million visitors per month, 10,000 sellers, and 500,000 transactions monthly. Over the past year, we've grown 6.5 times and aim to become leaders in digital commerce, as well as expand internationally.
The product is on the verge of major changes, and we are now strengthening the team with people who can not just support clients, but build a systematic account management function: with clear processes, a strong team, high service quality, and growth in key business metrics.
We are looking for a manager who will take responsibility for developing the team of account managers, build transparent work with the seller portfolio, help strengthen retention and growth for existing partners, and become an important participant in scaling the direction.
If you have 2-3 years of experience in account management or client support, can work with metrics, develop a team, and maintain a balance between business and client interests — read on and apply.
What you will do
- Manage the team of account managers: distribute workload and priorities, assist in complex cases, conduct regular 1:1s, and develop employees.
- Be responsible for retention and development of the seller portfolio through the team: growth of key metrics, reduction of churn risks, and improvement of support quality.
- Control the quality of work with sellers: ensure that for each client, communication history, development plans, agreements, risks, and next steps are clearly documented in the CRM.
- Analyze seller and team metrics, identify growth opportunities, form hypotheses for portfolio development, and help managers turn them into results.
- Participate in complex negotiations and escalations: help retain key sellers, resolve disputed situations, and find mutually beneficial solutions.
- Improve processes within the department: support standards, data logging, knowledge base, practice sharing, forecasting quality, and interaction with related teams.
We expect you to have
- 3+ years of experience in account management / customer success / B2B client support.
- Experience in team management or explicit mentoring: task setting, results control, employee development, quality management.
- Ability to work with client and team metrics: analyze dynamics, identify risks, form strategy, and achieve results.
- Proficient CRM user: transparent client base management, task control, interaction history logging, reporting, and forecasting.
- Practical experience in complex negotiations: client retention, objection handling from a win-win perspective, agreement on personalized terms.
- Systems thinking: ability to bring order to processes, scale successful practices, and increase team predictability.
It will be especially great if you
- Have managed a team of account managers, technical support, or customer success.
- Have experience building processes almost from scratch or restructuring an existing client function.
- Can combine a management role with active involvement in key client cases.
- Have sales experience and understand how to grow clients without compromising service quality.
What we offer
- Remote work: work from anywhere in the world.
- Competitive salary + performance bonus (twice a year during reviews).
- Work schedule from 10:00 to 19:00 ±2 hours MSK time.
- Development: we cover relevant courses and conferences — it's important for us that the team lead also grows with the business.
- A team open to ideas — you can really suggest, test, and implement new approaches in processes and management here.
- A warm working atmosphere — we have retreats, team events, and simply human communication.
- Real impact on the product and client experience — we are growing rapidly, and your decisions directly affect the business and the team's results.
