Job Purpose

As an Account Manager, you support our clients by acting as liaison to Commerce Machine. Your clients love you because you make their life easy. Because of you, potential issues are stamped out before they become problems. Plus, you’re their advocate inside our company and push stakeholders to deliver more, quicker, and better. The trust you build with clients allows you to gain a deep understanding of their business, products, workflows, and objectives. Through this understanding, you build plans, enroll the client, and coordinate internal resources to achieve your clients’ goals. We work in a highly dynamic environment and so learning is central to your success. That’s why you stay up to date with industry tools and platforms, best practices, and competitors. You leverage your hunger to learn in two ways. First, you use it to create successful accounts plans, educate clients and earn their trust. Secondly, you learn new ways to improve and adapt our services and processes. Our service relies on great coordination and communication between people - (1) the client to you and vice versa and (2) you to internal stakeholders, and vice versa. You thrive in this environment because you’re an excellent communicator that craves giving and receiving feedback, using data to support claims and conclusions, setting definitive dates and timelines, proactively giving updates, ensuring clarity when in a group setting, and erring on the side of overcommunication.

Duties and Responsibilities

Keep up to date with Amazon Seller Central, industry tools and best practices, and the competitive landscape
Assist in client onboarding to create a smooth client journey and handoff from sales
Develop client growth strategies, enroll clients and execute your plans with internal stakeholders
Create and execute new product launch plans
Create and present regular account plans to your clients (including things like a forecast, goals, upcoming projects, opportunities, insights, and more)
Create and present regular performance reports and send to clients
Collect feedback from clients about how to improve our services and relay feedback to internal stakeholders
First responder to client inquiries and requests, delivering timely, high quality service
Monitor revenue, ad spend, market performance, and return rates and take corrective action accordingly (working with clients and/or internal resources)
Create and delegate tasks to internal account teams and make sure the work is high quality and completed on time (such as copy, images, video, listing, A+, Storefront additions/corrections/updates products/seasonally/updates)
Coordinate with advertising department to align their campaigns with the goals and budget of the account
Monitor client dashboards for account alerts like flags and account changes
Design, document, and execute account management related processes that drive efficiency and client satisfaction

Accountabilities

Client satisfaction
Account growth

Key Metrics

Contract renewal rate
Customer satisfaction score
Number of strategic proposals
Client goals met (%)

Stakeholders

Manager of Scaled Services
Scaled Services team
Advertising Team
Clients

Qualifications

Bachelor’s degree in sales, communications, or related field
Has held leadership roles in the past as a project manager or volunteer (a bonus)
2+ years of sales or client services experience
2+ years of experience using e-commerce tools and platforms such as Amazon Seller Central and Shopify
Experience using tools such as Google Suite, Excel, Powerpoint, Slack, and Clickup
Strong understanding of e-commerce concepts, terminology, and metrics
Ability to collect, track, and analyze large amounts of data
Exceptional written and verbal communicator
Ability to build long lasting relationships and collaborate with internal/external partners
Service oriented with positive, optimistic attitude
Decisive, creative problem solver
Adaptable, fast learner
Excellent organization skills and extreme attention to detail

Commerce Machine

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Account Manager