Account Manager

Job Description

Profitero+ is looking to hire an Account Manager onto our Customer Success team to help manage our growing portfolio of clients!

In this role, you will be responsible for supporting and developing our growing branded customer base and will serve as a trusted point of contact for a book of 10‑12 accounts within our rapidly‑expanding portfolio of CPG brands. The ideal person will leverage their holistic knowledge of the e‑commerce/digital commerce space, use data‑driven insights and analytics to understand and explain account performance, and apply strong communication and account management skills to develop, nurture, and grow client relationships across their entire book of business.

PLEASE NOTE:
This is a hybrid role based out of our Boston offices and will require onsite engagement an average of 3‑4 days/week. Candidates local to the Boston metro and willing to commit to a hybrid schedule will be prioritized but highly qualified candidates in other major metros may also be considered.

• Use a deep understanding of how to leverage eCommerce data and expert knowledge of the Profitero tool to help our clients derive significant value from the tool, leading to high satisfaction and uncontested renewals.
• Serve as the customer’s main point of contact and respond to immediate questions or pull in SMEs to solve more complex topics.
• Become a trusted advisor to clients, sharing thought leadership and best practices highlighting optimal ways of utilizing our data and platform.
• Own day‑to‑day account activities such as responding to client emails and ad‑hoc requests, ensuring data accuracy, submitting support tickets, training users, preparing meeting materials (i.e., bi‑weekly touchpoints and QPR decks), etc.
• Own end‑to‑end client activities, including upselling and renewal processes.
• As a product expert and client representative, provide feedback and guidance to our engineering team to inform the product roadmap and help make the tool more user‑friendly and actionable.

• 3+ years of prior professional account management/customer success and/or eCommerce/CPG/brand/retailer experience, preferably within a SaaS, product, or technical environment.
• Bachelor’s degree in marketing, technology, or a related field preferred; experience may be substituted.
• Strong analytical skills with an ability to leverage analytics and campaign performance metrics to derive insights and develop data‑driven recommendations to help clients make informed decisions.
• Broad understanding of the ecommerce and digital marketing landscape, both inclusive and exclusive to the immediate capabilities of the Profitero product and specific scope of the account remit.
• Ability to identify, synthesize, respond to, and resolve issues and conflicts as they arise.
• Sound decision‑making ability rooted in agency, client, and industry knowledge.
• Comfort operating with a high level of ownership, autonomy, and accountability.
• An active listener with clear and persuasive verbal and written communication and presentation skills, a high degree of emotional intelligence, and an ability to tell a smart, concise story using data.
• Experience communicating with and presenting to client representatives at all levels on a regular basis.
• A natural sense of urgency with an ability to work quickly, efficiently, and accurately within tight deadlines and constantly‑evolving project parameters, scope, and goals.
• Outstanding organizational skills with an extraordinary attention to detail.
• Flexible and adaptable with an ability to manage and drive success across multiple concurrent projects and competing priorities.
• A competitive goal‑driven self‑starter with a constant drive to exceed expectations.
• Highly collaborative but independently capable.

Our best‑in‑class wellness and benefits offerings include:

• Paid Family Care for parents and caregivers for 12 weeks or more
• Monetary assistance and support for Adoption, Surrogacy and Fertility
• Monetary assistance and support for pet adoption
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements
• Tuition Assistance
• Paid time off that includes Flexible Time off,…