Title: Account Manager

Primary Skill: Account Management

Secondary Skill: Shopify

Seniority: Intermediate/Senior

Years: 2-4+

Emp Type: FTE

Location: Canada-wide Remote

Client position: 475

Description:

The Enterprise Account Manager is the client champion within the agency, liaising between the sales and production teams to ensure client satisfaction while also uncovering potential upsell opportunities. The AM is introduced at the final stages of the sales cycle, working with the sales team and the production managers to resource, handoff, and kickoff the project while ensuring complete knowledge transfer. While the project is in production, the AM schedules regular check-ins with their clients to ensure client satisfaction and monitor project health all the way through launch.

After launch, the AM is responsible for informing the client of the agency’s ongoing services offering and upselling retainers where appropriate—working with the PMs to demonstrate the value of services thorough quarterly business reviews and roadmap future initiatives based on the client’s goals. The ideal candidate has excellent communication and customer service skills with a strategic, bird’s-eye-view mindset to understand the business goals objectives of both the client and the agency.

• Competitive salary and benefits
• Generous vacation policy
• Laidback working environment
• Flexible Fridays
• Education stipend

Qualifications

We value continuous growth and learning, a team-first mentality, discipline, and a positive attitude. The ideal candidate would possess:

• Experience working with enterprise-sized clients ($100M+ Annual GMV)
• Excellent communication, public speaking, and customer service skills
• A passion for people, digital platforms and e-commerce
• Good technical skills and familiarity with the fundamentals of web development
• Familiarity with web design and usability best practices and trends
• Comfortable working in Google Apps (Docs, Sheets, etc), Microsoft Office Suite, and Apple Keynote
• Able to learn other tools (Jira, Slack, etc)
• Positive Attitude: enthusiastic and able to contribute at any given stage throughout the process; actively takes the lead on a given task and can pitch in wherever help is needed
• Excellent written and verbal communication skills; able to confidently express ideas and also knows when to listen
• Excellent organizational and time management skills
• And a desire to learn and grow with the agency!

Responsibilities

• Serve as the point of contact for the client, conducting regular checkins and handling escalations and upsells
• Identify new client opportunities and act as liaison to pitch clients on such opportunities
• Work with the production teams to appropriately resource client needs
• Collaborate with production teams to develop strategic recommendation briefs on par with agency standards taking into consideration best practices and client goals
• Collaborate on and run Quarterly Business Reviews
• Collaborate with design and production departments to communicate strategy, review concepts and develop client presentations
• Present upsell opportunities as appropriate
• Act as a backchannel to communicate production team’s concerns to the client
• Identify and solution project risks in collaboration with the production team
• Fully understand the client objectives and project goals and articulate them clearly
• Work with the project manager to monitor project risks and scope creep to foresee/ identify potential problems and proactively identify solutions to address them in advance
• Consistently identify needs that clients may not recognize and ensure approaches and solutions are linked to objectives and future needs

Knowledge & Experience

• 2-4 years prior experience working in a sales or account management role in the e-commerce or tech industry. Preference given to candidates who have demonstrated prior experience working on Shopify and/ or WordPress projects or with agency experience.
• Strong understanding of business and functional requirements
• Understanding of third party applications, platforms, and integrations

Competencies

• Excellent verbal, written, presentation and interpersonal communication skills
• Self-motivated, detail-oriented
• Level-headed and positive attitude under pressure
• Ability to manage workload and meet deadlines
• A passion for learning new skills
• Strong web and Mac desktop skills – we use Google Docs, and various web-based tools such as Jira, Slack, Harvest, and etc

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