About You
You are an Account Manager, excited to join a growing team focused on demonstrating ownership of our clients' experience from onboarding through renewal and expansion. You will work closely with members of the Customer Success team, Sales team, and other internal Constructor teams to support and grow your book of business. You are an advocate for your customer and work with internal teams to provide feedback to Product, create advocacy opportunities for Marketing, and visibility into use cases and customer health for the organization. You demonstrate a high degree of accountability and ownership.
Responsibilities
- You are the strategic lead for the clients in your book of business.
- You will build strong relationships with your clients in order to understand their business goals, business needs, the priorities of these goals and needs, and how Constructor maps to these goals and needs.
- You will manage complex, enterprise renewal and upsell cycles from start to finish, effectively demonstrating the product and the business and economic benefits to each stakeholder (from business champion to the C-Suite level).
- You will uncover and manage risk within your book of business in a timely and effective manner.
- You will grow to be well versed on your clients' business needs and the Constructor product in order to educate clients on potential new use cases, features and integrations that create added value and uncover potential upsell opportunities.
- You will regularly update internal systems and attend internal meetings in order to document and communicate customer status, needs, risk, renewal next steps, and upsell next steps.
Basic Requirements
- Minimum of 3+ years of proven experience working directly with large enterprise clients in a role within Account Management, Customer Success, and/or Sales within a SaaS company, preferably one that works directly with ecommerce clients.
- Proven ability to influence, present to, and build deep relationships with our customers, especially at the VP+ level.
- Proven ability to uncover and properly manage risk within your book of business in a timely and effective manner.
- Proven ability to educate clients on new use cases, features and integrations that create added value and uncover potential upsell opportunities.
- Proven ability in managing complex, enterprise renewal and upsell cycles from start to finish, effectively demonstrating the product and the business and economic benefits to each stakeholder (from business champion to the C-Suite level).
- Proven track record of consistently meeting and exceeding individual retention and expansion goals.
- Attend and ensure the success of Quarterly Business Reviews with customers to ensure understanding of client goals and how Constructor maps to those goals.
- Proven ability to juggle multiple Account Management projects and recurring responsibilities at a time, while maintaining sharp attention to detail.
- Proven ability to work cross functionally with various teams to meet the needs and goals of your clients, including Sales, CSMs, SEs, SAs, Data Science teams, and Product and Engineering teams. This includes the ability to tailor language and asks for these teams while maintaining an eye on timeline, SLAs, and the overall client goals and needs.
- Solid knowledge and understanding of ecommerce business needs, including typical goals, KPIs, terminology, and trends.
- Solid understanding of analytics and statistics, ideally with a focus on analyzing and presenting data sets pertaining to ecommerce, A/B testing, and conversion.
- Proven ability to acquire and maintain a working knowledge of the complete capabilities of Constructor's ever-evolving products.
