Account Manager
About the Company
Relay Commerce is an e-commerce enablement platform offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools. The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants.
The Relay ecosystem currently consists of eight software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics, and subscription management. Relay’s suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.
About the Role
As an Account Manager for the SmartrMail team, you will be wearing multiple hats, your responsibilities will range from account management, inbound sales, technical support, growth, and more.
At Relay we believe in providing you with a support structure and setting clear goals, and how you achieve them is up to you. A typical day could consist of replying to technical support tickets on the intercom, creating escalations, working with other departments and brands within the portfolio, hosting product demos for potential customers, and working on personal or assigned projects.
About the Product
SmartrMail is an email marketing platform, we have direct integrations with Shopify, Bigcommerce, and Neto. SmartrMail gives you all the email tools your store needs to get more sales. Easy-to-use automation, beautiful newsletters, advanced segmentation, and more. What makes SmartrMail stand out? Affordable pricing without the fluff, we don’t cap our customers like other EMS solutions. We invite you to check out our app and learn more.
- 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.
- 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
- 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
- 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
- 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.
Average salary estimate
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At Relay Commerce, we're on a mission to empower merchants in the digital age, and we're looking for a passionate Account Manager to join our SmartrMail team. In this vibrant and dynamic role, you'll have the opportunity to engage with our largest EMEA customers, providing vital technical support, managing accounts, and driving growth. Your day-to-day might include responding to support tickets through Intercom, collaborating with various departments to streamline operations, and even hosting product demos for potential clients. What sets SmartrMail apart is its affordability and ease of use, and your role will involve conveying this value to our customers while ensuring their satisfaction. You'll serve as the 'voice of the customer,' giving insights back to our teams so we can continue to innovate and refine our offerings. With a user-first mindset and a collaborative spirit, you'll thrive in this role as you navigate the intersections of technical expertise and customer service. We value empathy, effective communication, and a results-driven approach, so if you have a background in account management or customer success within the e-commerce or B2B SaaS industries, we want to hear from you. Join us and play a critical part in shaping the future of e-commerce solutions at Relay Commerce!
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