Account Manager / Customer Success

First and foremost, you love the sensation of making other people happy. As an account manager, it’ll be your direct responsibility to develop personal connections to our customers, helping them understand our product and use it successfully.

You'll be a true product expert and advocate - that means understanding every feature of EDITED and the methodology behind it, as well as being able to explain its benefits to a wide range of users. You'll be speaking to our high profile retail clients every day by email, phone and in person, so you’ll need an intrinsic understanding of retail to build strategic relationships and speak knowledgeably about the issues they face.

You will provide support for each of our customer accounts so they successfully continue to use EDITED. You are going to take responsibility for every account, making sure we retain every customer, and they renew when the time comes. You will also help us shape the future of the software through being a strong customer advocate - listening to their views about the product and reporting them to the relevant teams internally. We expect you to be passionate about our customers, and be as excited about helping them to get the most value out of our product, as we are.

Our expectations for your position:

• You will develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• You are able to identify client warning signs (both in-person, and via usage data) and communicate it with the Chief Customer Officer.
• You will take responsibility for regular progress reviews with customers (e.g. quarterly business reviews/QBRs) and identify opportunities for upsells and manage processes.
• You can be a strong advocate for our products, and understand existing processes within retailers and brands.
• You have exceptional verbal and written communication skills and are able to communicate across time zones and all types of people in all sorts of roles.
• You are organized and meticulous about documenting processes.
• You’re able to articulate positioning, use cases and benefits.
• You are numerate, and data literate, and know how to identify trends in client usage and use these trends to build and deliver training to increase product adoption.
• Manage executive, mid-level, and project relationships among a diverse set of customers and turning them into EDITED ambassadors.  

Requirements

• Minimum of 2 years working in either the head office at a retailer or brand, or account management experience.
• An interest or background in fashion or retailing.
• Proven success in growing existing accounts and relationships.
• Technical competence and enthusiasm (understanding of SaaS software or technology).
• Excellent written, communication and presentation skills.
• Loves being on a team.
• Independent – to take initiative and own processes.
• Highly organized. Tenacity to finish projects.
• Proven negotiation experience.