Account Manager contract

About the Company

Relay Commerce is an e-commerce enablement platform offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools. The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants.

The Relay ecosystem currently consists of eight software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics, and subscription management. Relay’s suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.

About the Role

As an Account Manager for the SmartrMail team, you will be wearing multiple hats, your responsibilities will range from account management, inbound sales, technical support, growth, and more. 

At Relay we believe in providing you with a support structure and setting clear goals, and how you achieve them is up to you. A typical day could consist of replying to technical support tickets on the intercom, creating escalations, working with other departments and brands within the portfolio, hosting product demos for potential customers, and working on personal or assigned projects. 

About the Product

Smartrmail is an email marketing platform, we have direct integrations with Shopify, Bigcommerce, and Neto. Smartrmail gives you all the email tools your store needs to get more sales. Easy-to-use automation, beautiful newsletters, advanced segmentation, and more. What makes SmartrMail stand out? Affordable pricing without the fluff, we don’t cap our customers like other EMS solutions. We invite you to check out our app and learn more.

Primary Responsibilities

• Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
• Serve as the “voice of the customer” and provide feedback to product and marketing teams on how we can better serve our customers.
• Represent the Relay team and maintain a positive, empathetic tone with customers.
• Manage a Portfolio of Smartrmail’s largest EMEA customers.
• Ensure retention and growth of your book of business. 

Important Traits for Success

• User-first mindset: the specialist approaches problems by first understanding the user’s needs
• Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are
• Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally
• Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support
• Strong communicator: the specialist is an attentive and active listener and can explain and interact with customers with a positive tone
• Results driven: you use data to emphasize the needs of your customers
• Demonstrate Relay’s four Core Values in all professional interactions

Requirements & Preferred Qualifications

• Technical account management experience. 
• Experience working with Email marketing solutions, G Suite, custom sending domains
• Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient
• Experience working collaboratively with technical counterparts
• Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams
• Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers
• Minimum 4+ years experience in customer success or consultative customer-facing roles

Hiring Process

• Initial Screen with People Ops Manager – 30 Minutes
• First Round Interview with Manager of Customer Success – 30 Minutes
• Skills Assessment – 5 Business Days to complete
• Final Interview  with Chief Revenue Officer – 45 Minutes

Benefits & Perks

• Work From Home Stipend
• Therapy/Mental Health Reimbursement
• Paid Parental Leave
• Flexible Time Off
• Annual Company Retreat
• Company Swag

Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.