Account Manager, Customer Success
Refersion, United States
Job Description
About Us
Refersion is a high-growth technology company helping brands and merchants in every industry transform the way they manage marketing partners; from affiliates and bloggers to influencers and brand ambassadors. Having processed $9.93B in orders in 2019, our performance marketing SaaS platform has a large and growing client base ranging from enterprise retailers to small and emerging businesses.
Founded in 2015, Refersion is headquartered in New York City, with a satellite office in Miami. Proudly harnessing our entrepreneurial approach and collaborative culture, our nimble and curious team provides clients with solutions to complex problems daily.
Note: Due to COVID-19, the entire Refersion team is presently working from home.
Who We're Looking For
Our team members are exceptional communicators and passionate relationship builders. We are relentlessly focused on the success of our clients, promoting retention and developing customer loyalty. We manage the customer relationship throughout their journey with us, from initial integration, onboarding and continued training, responding to detailed support requests and deepening customer understanding of how our product can help them achieve their business goals.
The Customer Success Account Manager will have the opportunity to develop deep relationships and work with an assigned book of Refersion clients. Liaising with internal departments, you will be our clients’ key point of contact, addressing and resolving their issues, while benefiting from the support of our dedicated Customer Success, Product, and Engineering teams. The successful candidate will utilize their tremendous client management acumen to produce successful outcomes in a deadline-driven environment. With our expanding department and new CS initiatives, the ideal candidate will also play a key role in creating, maintaining, and building internal processes and workflows.
Location: While relocation is not available for this position, we will consider remote candidates who are able to travel (lt;10%).
What You'll Be Doing
- Main point of contact for assigned enterprise merchants. Responsible for developing and maintaining strong customer relationships
- Deliver high-touch interaction with clients, nurturing their growth, staying abreast of current developments, and proactively anticipating issues
- Analyze merchant data sets to identify trends, resolve issues, and help them achieve their milestones
- As a passionate customer advocate, work cross-functionally with engineering and other internal teams to resolve client problems with a sense of urgency
- As a strong manager, ensure all stakeholders (both internal and external) work in tandem to produce successful client outcomes in a deadline-driven capacity
- Conduct client optimization and check-in calls, training, and quarterly business reviews based on customers’ goals and strategies
- Perform thorough and insightful data analyses based on client KPIs
- Contribute to the development and improvement of department processes and workflows
Requirements
You'll Need
- Minimum 5 years’ experience in account management focused on supporting SaaS solutions. eCommerce experience is a plus.
- Superior client management skills, taking complete ownership of client accounts, issues, success, etc.
- Excellent relationship-building acumen
- Knowledge of marketing space, especially performance, partner, affiliate, and influencer marketing
- Ability to manage full escalation process and perform a root cause analysis
- Outstanding communication skills and ability to work across teams to prioritize tasks
- Keen understanding of metrics with a passion for data-driven insights
- Fundamental understanding of web technologies
- Analytical and critical thinking with attention to detail
- Problem-solving and organizational skills are a must
- Positive attitude, personable, and comfortable working in a fast-paced, collaborative environment
- Eagerness to learn and Google what you don't know
- Well organized and able to establish documentation structures to communicate client status across the company
Bonus Points
- Advanced understanding of web tracking methodologies and web analytics
- Technical knowledge of how browsers render web pages, pass, and store data (e.g., cookies, session storage, SSLs, URL parameters, etc.)
- Previous experience in a sales role for SaaS company or previous experience communicating development specifications to developers
- Previous experience running affiliate or performance marketing programs
- Previous experience working with Looker, Tableau, Salesf