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Account Manager, Prime Team

| Austin

At Volusion, we make products that people love. Our teams are dedicated to providing SaaS commerce solutions and services for all our large enterprise clients. If you are the kind of entrepreneur that loves working in teams, has a passion for driving positive change, and wants to change the world with your ideas, we want to hear from you.

The rundown:

Prime Account Managers are focused on creating a lasting relationship for our highest level customers and keeping them as Volusion store owners for life! Regular interaction with our Prime customers will allow you to keep a constant pulse on their customer health and allow you to act quickly when needed. You’ll run the operation of the Prime Founder Support Pod, to solve Founder problems, find opportunities to sell additional Volusion products and services, and ensure their success using the Volusion platform.

Superhero status is achieved through continually showing value to our Prime Founders and helping them plan and work towards their business goals, ultimately resulting in their customer health and retention after the first 90 days.

You will:

  • Build strong relationships and act as main point of contact for new/existing Prime customers;
  • Deliver initial consultation to familiarize Prime Founders with their Prime Founder Support Pod;
  • Set clear expectations for the Founder in terms of how to interact with, and seek help from the Prime Founder Support Pod
  • Ask qualifying questions to understand the Founder’s needs while identifying Volusion services to address those needs
  • Increase retention by conducting regular check-in calls and addressing/facilitating any questions or concerns from merchants
  • Take ownership of complex customer issues, and work cross-functionally as needed to drive a prompt resolution
  • Think creatively to find solutions to diffuse escalations
  • Track accounts in Salesforce to identify retention risk and work cross-functionally to eliminate that risk
  • Function as the voice of the customer and provide internal feedback on how Volusion can improve product to better serve our Prime customers
  • Do whatever it takes to solve for the customer
  • Direct responsibility for retaining account base (post 90 days) and preventing turnover while identifying strategies to increase customer revenue
  • Find new and innovative ways to improve your contact and conversations with this client base

We are looking for someone with:

  • Exceptional relationship-building skills
  • Ability to learn new software and communicate that expertise
  • Experience adapting, innovating, and embracing change quickly and efficiently
  • Ability to prioritize and effectively escalate issues as needed while understanding the impact on the overall business
  • Ecommerce experience, a plus
  • A Bachelor's degree, preferred

Who is also the embodiment of our culture code (we hope you are nodding your head in agreement as you browse through it!):

  • Humble: Have humility and be respectful; no egos allowed.
  • Effective: Get stuff done!
  • Adaptable: Willing to fill any role, anytime. Going above/beyond the call of duty.
  • Transparent: Open and honest to self and others.
  • A founder: Think big, go fast, and solve for the customer.

Benefits & Perks

  • Medical, Dental, Vision, and Voluntary Life Insurance
  • Flexible Paid Time Off
  • 401(k) with Company Matching
  • Paid Parental Leave
  • On-site Fitness and Yoga Classes
  • Casual Dress and Beer Fridays
  • Endless Supply of Coffee and Snacks
  • Two Volunteer Days Off
  • Bring Your Dog to Work Days
  • Dry Cleaning
  • Chair Massages
  • Team Sports and Team Outings

*Note: This role does not include commission. It is a flat salary role. 

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Technology we use

  • Engineering
  • Product
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    • PythonLanguages
    • SqlLanguages
    • jQuery UILibraries
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Location

A hop, skip and a jump from The Domain.

An Insider's view of Volusion

What are some social events your company does?

Part of our Culture Code is to "put people before everything else", with this we listen to quirky ideas that employees come up with- like having a watermelon throwing contest and a snack wagon. Yes, a snack wagon- once a month we bring an old school radio flyer wagon full of snacks around to every desk. It's so simple yet brings so much joy.

Rachel

Sr. People & Culture Coordinator

What kinds of technical challenges do you and your team face?

There are a lot of aspects of ecommerce that can be really complex - taxes and duties, shipping rates, GDPR and data privacy, SEO, etc. The biggest challenge we tackle every day is finding ways to do the complex work for our founders so they can focus on what really matters to them - their product or service.

Jonathan T.

Director of Product & Design

How does the company support your career growth?

My leaders take the time to understand my career goals. They support me by teaching me not only career lessons but life lessons too! Through company wide projects, Volusion gives me the opportunity to gain skills outside of my department. This helps me to be a well rounded sales pro and to better understand the industry and product that I sell!

Megan

Business Development Representative

How do you empower your team to be more creative?

I encourage my team to just try it! Whether "it" is a new tool or program, a way to customize the website experience or connect with entrepreneurs. We always want to be testing and moving forward with our brand and our approach to creative problem solving.

Tracy

Visual Design Manager

What makes someone successful on your team?

We're there to make sure our merchants get heard so being a great listener helps for a start! Other skills that would make someone successful on our team is being organized, attentive to details, willing to work hard to make the team successful and going the extra mile to make sure that our merchants feel taken care of.

Jonathan

Customer Happiness Consultant

What are Volusion Perks + Benefits

Volusion Benefits Overview

Volusion offers a wide array of benefits and perks. From benefit eligibility on your first day of employment to unlimited time off, 401K company matching and paid parental leave just to name a few.

Culture
Volunteer in local community
Daily stand up
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Blue Cross Blue Shield of Texas
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Our gym includes cardio, weight lifting equipment and a TV. Volusion also provides a weekly yoga class.
Retirement & Stock Options Benefits
401(K) Matching
Volusion matches dollar for dollar up to 3% of an employee's salary.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
New moms get 12 weeks of paid time off and new dads get 4 weeks. There are NO service length requirements that must be met before you are eligible for this perk.
Remote Work Program
Each team manages their own work from home policy with most teams offering 1 work from home day per week.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Full time salaried employees are eligible for unlimited time off which means you don't have to earn it before you use it! Full time hourly employees earn 5 weeks (!) of paid time off per year.
Paid Volunteer Time
Paid Holidays
Volusion offers paid time off to observe major holidays.
Perks & Discounts
Casual Dress
Company Outings
Volusion has quarterly paid team outings and company wide events like holidays parties and awards ceremonies.
Game Room
Ping pong, pool, video games, air hockey just to name a few.
Stocked Kitchen
Volusion offers unlimited snacks, fruit, coffee, soda, Waterloo and energy drinks. We also have an Alpaca Market vending machine with lots of healthy lunch items to purchase.
Some Meals Provided
Volusion will find any excuse to celebrate and it always includes food :-).
Parking
Volusion provides ample FREE parking.
Pet Friendly
Every Friday you will see lots of doggies around the office.
Relocation Assistance
Fitness Subsidies
Employees receive a generous discount for a Class Pass membership.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
On a monthly basis we host lunch and learns on topics ranging from financial planning to health and wellness.
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