Key Account Manager*in & Support Lead

Access to Energy gGmbH (A2EI)


Together with our partner GET.Invest / GIZ, A2EI is developing a dynamic open source data platform called Prospect. (

With our software, we create transparency in the expansion of renewable energies in the Global South. Our aim is to increase trust between stakeholders and thus facilitate investment in access to energy and rural development.

We are seeking an experienced and highly motivated Key Account Manager and Support Lead to join our Prospect team. The successful candidate will be responsible for managing key user accounts across several African countries, providing exceptional support to users both in English and French, and leading the to-be-established support team to ensure high levels of user satisfaction and retention. This is an excellent opportunity for a motivated professional to make a significant impact towards universal access to energy for all and work with great people across multiple African countries who want to make a difference in people’s lives.


Your responsibilites

Key Account Management

  • Develop and maintain strong relationships with key users and partners (mostly private sector and government agencies), including strategic planning and account management.
  • Identify and pursue new opportunities within existing accounts to drive usage and utilization of our Prospect platform.
  • Collaborate with management and key partners at GIZ to develop and execute account-specific campaigns.
  • Provide regular updates on users needs, trends, and sector activity to inform product roadmap and go-to-market strategies.

Support Management

  • Design and implement the technical framework to provide efficient support and training to Prospect users. 
  • Build and manage a team of support professionals (mostly based remotely in different African countries) to ensure high levels of customer satisfaction and retention for multiple countries and languages spoken.
  • Develop and implement processes and procedures to improve efficiency and effectiveness of the support team.
  • Set performance goals and provide regular coaching and feedback to support team members.
  • Ensure that all support inquiries are addressed in a timely, professional, and efficient manner.


  • Provide exceptional support to customers via Gitlab ticketing, E-Mail, or Chat.
  • Resolve customer issues and concerns in a timely and effective manner.
  • Identify and escalate complex customer issues to the appropriate teams for resolution.
  • Develop and maintain detailed knowledge base articles to ensure consistent and accurate information for customers.
  • Collaborate closely with our development team to quickly identify and resolve bugs and specify general rooms for improvement



  • 3+ years of experience in an Open Source Software or Software as a Service project, with a focus on key account management and support.
  • Interest in developing and managing a support team in multiple physical locations.
  • Fluent in spoken and written English and French languages.
  • Proven track record of success in managing key customer accounts and providing exceptional support to customers.
  • Strong communication and interpersonal skills, with the ability to build relationships across cultures and at all levels of an organization.
  • Strong social skills to effectively collaborate with multiple stakeholders.
  • Strong problem-solving skills, with the ability to identify and resolve complex customer issues.
  • Ability to work independently and as part of a team, with a focus on collaboration and teamwork.
  • Experience with customer relationship management (CRM) software and other technology tools.


What we offer

  • The opportunity to work in an environment that provides real value to the people in the Global South, with a regular connection to the users of the platform
  • Experiences in an open-source environment with a growing community
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development and occasional business travel in the countries where Prospect is used
  • Friendly, collaborative and dynamic work environment in Berlin-Kreuzberg.
  • Flexible work arrangements, including remote work options.


We value diversity and welcome all applications - regardless of gender, nationality, ethnic or social origin, religion, disability, age or sexual orientation.

If you are interested in the job and us, please send us your complete application documents including a letter of motivation and CV using the application portal provided.

We look forward to hearing from you!

Access to Energy gGmbH (A2EI)
Paul-Lincke-Ufer 8D
10997 Berlin
Lydia Streuff
+49 (0) 30 62968101
(Ursprünglich) veröffentlicht am: 
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