Relay Commerce: Account Manager

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Company Overview

Relay Commerce is an innovative e-commerce enablement platform headquartered in New York, NY. Its primary mission is to offer merchants powerful scaling solutions that help navigate the challenges of the rapidly evolving digital landscape. By providing a comprehensive suite of tools that includes personalized messaging, social commerce, and customer retention, Relay Commerce plays a crucial role in driving substantial revenue growth for its clients. The platform’s suite of solutions currently supports over 35,000 merchants, contributing to more than $1 billion in aggregate incremental gross merchandise volume.

The Relay ecosystem consists of eight distinct software products that focus on various aspects of e-commerce, including email marketing automation, on-page conversion optimization, user-generated content management, retention analytics, and subscription management. Their flagship product, SmartrMail, is particularly noteworthy for its user-friendly interface and direct integrations with popular platforms like Shopify, BigCommerce, and Neto.

Job Role: Account Manager

The role of an Account Manager at Relay Commerce specifically pertains to the SmartrMail team. This position is multifaceted, requiring a blend of skills in account management, inbound sales, and technical support. Potential candidates must embrace a dynamic work style, taking on responsibilities that span across various operational areas. The emphasis is on clear goal-setting, with flexibility in how those objectives are achieved.

Daily Responsibilities

An Account Manager at Relay will engage in a range of activities on any given day, which may include:

• Responding to technical support tickets and troubleshooting customer issues to enhance user experience.
• Collaborating with internal teams and managing escalations to ensure that customer feedback reaches key departments.
• Conducting product demonstrations to potential customers and assisting with onboarding.
• Managing a portfolio that includes some of SmartrMail's largest customers in the EMEA region.
• Focusing on customer retention and growth, providing a high level of service to ensure satisfaction.

Key Qualifications and Skills

The ideal candidate for this position will possess a variety of essential traits and skills:

• A strong user-first mindset that prioritizes understanding customer needs.
• Empathy to engage effectively with customers, putting oneself in their shoes.
• The ability to collaborate cross-functionally, working with product and marketing teams to communicate customer needs.
• Strong problem-solving abilities, approaching challenges in a logical and structured manner.
• Excellent communication skills, both written and oral, for effective interaction with customers and internal stakeholders.
• A data-driven mindset that helps in emphasizing customers' needs through analytics.

Required Experience

Candidates should bring a robust set of experiences to the table:

• A minimum of four years in customer success or a consultative role within a customer-facing environment, preferably in the e-commerce or B2B SaaS industries.
• Direct experience with email marketing solutions, managing custom domains, and familiarity with G Suite.
• A proven history of working autonomously and resourcefully across different time zones.
• Collaboration experience with technical teams to address customer needs effectively.

Hiring Process

Relay Commerce has outlined a structured hiring process for this role:

• Initial screening with the People Ops Manager lasting about 30 minutes.
• A first-round interview with the Manager of Customer Success, also around 30 minutes.
• A skills assessment that candidates need to complete within five business days.
• A final interview with the Chief Revenue Officer expected to last approximately 45 minutes.

Benefits and Work Environment

Relay Commerce fosters an inclusive work environment and is committed to employee diversity. They offer a range of benefits, including:

• A work from home stipend to assist with remote working expenses.
• Therapy and mental health reimbursement programs for overall wellness support.
• Paid parental leave to support employees during significant life events.
• Flexible time off, allowing employees to manage their work-life balance effectively.
• An annual company retreat for team building and networking.
• Company swag to foster team spirit and camaraderie.

Relay Commerce embraces an equal opportunity employer stance, celebrating diversity and striving to create an inclusive workplace for all.

Candidates who align with the qualifications and ethos of Relay Commerce are encouraged to apply for the Account Manager position to become part of a forward-thinking team driving the future of e-commerce.

This job offer was originally published on weworkremotely.com