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