Account Manager

Domaine

10d•Remote

About The Position

We are seeking a highly motivated and skilled Account Manager with enterprise and mid-market sales experience and customer success expertise. The Account Manager is the client champion within the agency, liaising between the sales and production teams to ensure client satisfaction while also uncovering potential upsell opportunities. The Account Manager is introduced at the final stages of the sales cycle, working with the sales team to kickoff the project while ensuring complete knowledge transfer. While the project is in production, the Account Manager schedules regular check-ins with their clients to ensure client satisfaction and monitor project health all the way through launch. They are responsible for informing the client of the agency’s ongoing service offerings and retaining clients through Growth Retainer Workstreams. They will work with the project teams to demonstrate the value of Domaine thorough strategic initiatives based on the client’s goals. The Account Manager oversees Domaine’s mid to large Clients, with a focus on growth and long term partnerships. The ideal candidate has excellent communication and customer service skills with a strategic, bird’s-eye-view mindset to understand the business goals objectives of both the client and the agency.

Requirements

Excellent communication, public speaking, and customer service skills
A passion for people, digital platforms and ecommerce.
Good technical skills and familiarity with the fundamentals of web development
Familiarity with web design and usability best practices and trends.
Comfortable working in Google Apps (Docs, Sheets, etc), Microsoft Office Suite, Figma and Hubspot.
Able to learn other tools (Jira, Slack, Teamgantt).
Positive Attitude: enthusiastic and able to contribute at any given stage throughout the process; actively takes the lead on a given task and can pitch in wherever help is needed.
Excellent written and verbal communication skills; able to confidently express ideas and also knows when to listen.
Excellent organizational and time management skills.
4-6 years prior experience working in a sales or account management role in the ecommerce or tech industry.
Strong understanding of business and functional requirements
Understanding of third party applications, platforms, and integrations
Excellent verbal, written, presentation and interpersonal communication skills
Self-motivated, detail-oriented
Level-headed and positive attitude under pressure
Ability to manage workload and meet deadlines
A passion for learning new skills
Strong web and Mac desktop skills

Nice To Haves

Prior experience working on Shopify projects or with agency experience.

Responsibilities

Serve as the point of contact for the client, conducting regular checkins and handling escalations and upsells
Identify new client opportunities and act as liaison to pitch clients on such opportunities
Work with the production teams to appropriately resource client needs
Collaborate with production teams to develop strategic recommendation briefs on par with agency standards taking into consideration best practices and client goals
Collaborate on and run Growth Councils
Collaborate with design and production departments to communicate strategy, review concepts and develop client presentations
Present upsell opportunities as appropriate
Act as a backchannel to communicate production team’s concerns to the client
Identify and solution project risks in collaboration with the production team
Fully understand the client objectives and project goals and articulate them clearly
Work with the project teams to monitor project risks and scope creep to foresee/ identify potential problems and proactively identify solutions to address them in advance
Consistently identify needs that clients may not recognize and ensure approaches and solutions are linked to objectives and future needs