Online shopping has changed. Today’s eCommerce runs on selling products, not brands. SamCart is the first e-commerce platform built from the ground up for direct-to-consumer brands. By focusing on the product level, and not the store level, our customers can create beautiful sites that showcase their products, convert visitors into customers, and increase the value of each purchase.

We are looking to grow our Customer Success Leadership Team with a Manager of Account Management. We are a rapidly-growing, fast-moving company that loves our customers and firmly believes that their success is our success. That’s why this position is so important – and why it comes with such amazing growth opportunities.

The Manager of Account Management is the backbone of the AM team. They will drive the team’s daily activities towards improving the overall health and satisfaction of SamCart’s largest processors. They are responsible for tracking and monitoring KPIs to encourage celebration of successes and quick attention to areas of improvement. They will support our Director of Customer Success with special projects aimed at exceeding team and individual KPI targets.

Requirements

Key responsibilities:

• Monitor team and agent performance metrics daily, weekly and monthly, in order to quickly identify areas of success and concern
• Work with the Director of Customer Success to facilitate projects and initiatives with the goal of meeting or exceeding KPI targets around minimizing churn, increasing customer health, and building strong relationships with our most important customers
• Design and implement strategies for improving team and agent productivity and efficiency
• Act as the voice of our VIP customers to other departments such as the sales, support, marketing, and product teams to ensure the needs of our VIP customers is considered in business decisions and roadmap planning
• Understand and identify trending issues and urgent customer pain points and gather relevant examples to quickly escalate to the Escalations Manager and Director of Customer Success
• Conduct weekly 1:1’s with each AM to build rapport, share important updates, and review individual stats and situations
• Communicate directly with customers in the event of a complicated or heated issue as the first point of leadership contact (before elevating to the Director of Customer Success)
• Prepare for the onboarding of AMs by maintaining an up-to-date onboarding plan and schedule and participating in training sessions
• Maintain expert knowledge of the SamCart product including features, integrations, and offerings
• Nurture and evolve the Account Management team culture by creating time and space for team-building, education, fun, and each individual’s professional growth

We are looking for someone with:

• 1-year experience in a leadership position in Account Management, Customer Support, Customer Success, or Sales
• 3-5 years prior Account Management, Customer Support, Customer Success, or Sales experience
• Experience with developing customer success programs including KPI reporting, measuring and monitoring customer health and churn, and relationship-focused activity & communication plans
• Experience building inter-departmental communication flows, specifically between Account Management and Sales, Support and Product teams
• Proven communication skills – especially experience with tough conversations and VIP customers
• An ability to stay calm under pressure
• An “above and beyond” approach to solving problems, you don’t quit until the situations is considered resolved by all parties
• Tech-savvy, adaptability, and comfort with frequent functionality updates

Benefits

Here at SamCart, we are startup veterans, marketing savants, experience experts, and eCommerce bosses. Our goal is to build the industry-leading direct-to-consumer eCommerce platform. We work hard, play hard, and enjoy some amazing benefits - all the basic stuff and more, like:

• Stock options
• An unlimited PTO policy
• Flexible work schedule
• Cool offices with cool people located near the Arboretum
  • (Covid Update: Currently Working From Home)
• Free snacks and drinks
• Regular happy hours and other fun stuff

If the above description sounds like you, we’d love to schedule a time to chat!