Location: Boston (3x/week in Boston office)
Role overview:
We are looking to hire an Associate Account Manager on our Customer Success team to help manage our rapidly growing portfolio of clients. As an Associate Account Manager you will be responsible for supporting and developing our growing branded customer base. You will engage with a rapidly expanding portfolio of CPG brands and you will be their main point of contact.
What you'll do:
- Help our clients derive significant value from the Profitero tool, through deep understanding of how to leverage eCommerce data and expert knowledge of the application, leading to high satisfaction and uncontested renewals
- Serve as the customer’s main point of contact, being able to respond to immediate questions or pull in SME’s to solve more complex topics
- Become a trusted advisor to clients, sharing thought leadership and best practices highlighting optimal ways of utilizing our data and platform
- As a product expert and client representative, you will provide feedback and guidance to our engineering team to inform the product roadmap and help make the tool more user-friendly and actionable
- Setting client expectations with SaaS platforms in Agile environments, consistently working to achieve a high say:do ratio
- Help teammates understand and prioritize work so that deadlines are met and work is completed on time
- Provide context and business perspective so that Strategy & Insights reports are actionable and relevant to business teams
- Use excellent communication, influence and collaboration skills to solve problems
- Be or become an eCommerce expert
- Responsible for all aspects of the renewal process (ARR on existing accounts)
- Build a up-sell/renewal strategy for each account
- Ensuring data accuracy in customer accounts
Who you are:
- 2+ years of relevant account management/customer success experience with proven track record of high client satisfaction
- Experience with supporting a SaaS based solution, ideally with an analytical focus, preferred
- Strong analytical skills and ability to use data to help clients make informed decisions
- Must demonstrate excellent communication (written and oral) and active listening skills
- Outstanding organizational skills, attention to detail and ability to multitask to effectively prioritize and manage workflow
- Strong interpersonal skills and experience working with remote team members
- Strong competitive drive & goal driven-should have strong desire to exceed expectations
- Self-starter and highly motivated; ability to quickly “think on your feet”
- eCommerce, CPG, and/or supplier-side experience is a plus
Why you want to work at Profitero:
Profitero cares about its employees. As a company we feel that as our employees are always going the extra mile, so should we. That’s why we offer fantastic benefit packages to our employees, including:
- Rich Health Dental & Vision plans
- Smart, genuine and cool people work here
- Competitive salary ***commensurate with experience
- 401K plan with match
- Flexible PTO
- Commuter benefits
- Employee Assistance Program (EAP)
- Free on-site amenities including office snacks, coffee barista, beer & wine
- Access to Personal Learning Development Library
- Publicis ‘Work Your World’ initiative: every employee will be able to work from any of the 100+ countries where Publicis operates, for six weeks a year
- Volunteer opportunities
Profitero is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment. Profitero recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected characteristics as required by applicable law.
