Account Manager

Company description

Profitero+ is the leading digital commerce company, trusted by more than 4,000 brands worldwide. We help brands break down silos and turn data into decisive action through intelligence-driven, end-to-end solutions that unify media, content, operations and strategy. Powered by advanced AI, robust digital shelf analytics across 1,400+ retailers in 70 countries and unmatched expertise from digital commerce specialists in 15 global hubs, our integrated solutions help brands accelerate profitable growth.

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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. You will go above and beyond just day-to-day account management by building relationships that level up our client partnerships to help ensure retention of existing accounts and create opportunities for expansion of business.

The ideal person in this role will be able to leverage their outstanding communication and client relationship management skills as well as their holistic understanding of the ecomm/digital commerce space, their knowledge of how to develop and use data-driven insights and analytics to interpret and explain account performance, and their ability to translate highly technical concepts across cross-functional teams and delivery channels to support, develop, and nurture client relationships across their entire book of business in order to help drive growth for the organization.

PLEASE NOTE:
This is a hybrid role based out of our Boston office 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.
• Manage day-to-day account operations (client emails and ad-hoc requests, data accuracy, support tickets, user training, meeting prep for bi-weekly touchpoints and QPRs) efficiently, ensuring a seamless client experience and high levels of customer satisfaction.
• Build and document clear, quantified value stories (ROI, business impact, usage trends) throughout the client lifecycle, arming clients' leadership with the evidence needed to justify continued investment, secure uncontested renewals, and ensure account retention.
• Support upsell and expansion strategy, identifying whitespace within existing accounts, building compelling business cases, and driving cross-sell/upsell conversations to close incremental revenue.
• Act as a trusted advisor, proactively sharing thought leadership, competitive/category insights, and best practices that push clients toward higher-value platform usage and help client change how they think about the data.
• Develop and leverage data-driven insights and analytics to interpret and explain account performance to the client, translating technically-complex concepts and issues across cross-functional teams.
• As a product expert and client representative, providing feedback and guidance to our engineering team to inform the product roadmap and improve tool usability.
• Mentor and coach junior team members, modeling Profitero's proactive, value-first approach to leadership.

• 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…