Senior Account Manager

Senior Account Manager

Profitero+ is looking to hire a Senior 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 the primary trusted point of contact for a book of 8-10 highly complex 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 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.

• Own retention and growth outcomes for a portfolio of enterprise accounts, driving account health, platform adoption, expansion revenue, and long-term client success.
• Proactively identify and build new use cases with clients, partnering with stakeholders to uncover untapped applications of our data and platform that drive deeper adoption and stickiness ahead of renewal cycles.
• 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 and secure uncontested renewals.
• Lead 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, going beyond answering questions to shaping how clients 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.
• 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.
• Serve as a product expert and voice of the client, feeding usage patterns and client feedback to internal engineering teams in order to influence the product roadmap and improve tool usability.
• Mentor and coach junior team members, modeling the proactive, value-first approach expected at the senior level.

• 5+ years of progressively-responsible 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.
• High degree of comfort with technology and technical concepts.
• Highly analytical 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.
• A high degree of business savvy with a constant eye towards growth.
• Flexible and…