Relay Commerce: Account Manager

Relay Commerce
Headquarters: New York, NY
URL: https://relaycommerce.io
Primary Responsibilities
- Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
- Serve as the “voice of the customer” and provide feedback to product and marketing teams on how we can better serve our customers.
- Represent the Relay team and maintain a positive, empathetic tone with customers.
- Manage a Portfolio of Smartrmail’s largest EMEA customers.
- Ensure retention and growth of your book of business.
Important Traits for Success
- User-first mindset: the specialist approaches problems by first understanding the user’s needs
- Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are
- Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally
- Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support
- Strong communicator: the specialist is an attentive and active listener and can explain and interact with customers with a positive tone
- Results driven: you use data to emphasize the needs of your customers
- Demonstrate Relay’s four Core Values in all professional interactions
Requirements & Preferred Qualifications
- Technical account management experience.
- Experience working with Email marketing solutions, G Suite, custom sending domains
- Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient
- Experience working collaboratively with technical counterparts
- Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams
- Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers
- Minimum 4+ years experience in customer success or consultative customer-facing roles
Hiring Process
- Initial Screen with People Ops Manager – 30 Minutes
- First Round Interview with Manager of Customer Success – 30 Minutes
- Skills Assessment – 5 Business Days to complete
- Final Interview with Chief Revenue Officer – 45 Minutes
Benefits & Perks
- Work From Home Stipend
- Therapy/Mental Health Reimbursement
- Paid Parental Leave
- Flexible Time Off
- Annual Company Retreat
- Company Swag
Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
To apply: https://weworkremotely.com/remote-jobs/relay-commerce-account-manager
Source ⇲
We Work Remotely: Remote jobs in design, programming, marketing and more