Note: The job is a remote job and is open to candidates in USA. Omnisend is an email and SMS marketing platform built for ecommerce brands. The Account Expert will support top-tier customers and partners by onboarding clients, providing strategic digital marketing guidance, resolving issues, conducting business reviews, and helping merchants achieve their revenue goals.
Responsibilities
- Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customers
- Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts
- Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels
- Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner
- Provide best practices to ensure clients are achieving their business goals
- Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation
- Keep merchants up to date on product releases and new features
- Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement
- Conduct QBRs, establish quarterly goals for customers and help achieve them
- Document troubleshooting and problem resolution steps
Skills
- 1-2 years of customer success-related experience
- An understanding of what the main digital marketing metrics are and what is driving their trends (opens, clicks, conversions)
- A proven track record of creative problem-solving for customers
- Fluency in English language
- Experience and comfort discussing business and sales topics with clients during renewal or cancellation conversations
- Excellent communication skills via chat, phone, video conference, email and comfortable to use Wechat as communication tool
- Strong time management skills and clear sense of ownership and independent working ability
- An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other e-commerce and marketing platforms
- Experience in e-commerce, SaaS, project management -or- marketing, and advising customers on marketing strategy is a plus!
Benefits
- An unlimited learning budget for self-improvement complying with the best interest of Omnisend.
- Working methods and best practices inspired by the best tech companies in Silicon Valley.
- Senior colleagues that enable us to have a high-performing, productive environment where your growth will accelerate.
- Private health insurance.
- Remote work possibilities.
- Unlimited access to psychotherapy.
- A workstation budget.
- Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year).
- Attractive workations and team-led team-building events.
Company Overview