Associate Account Manager

Profitero - Boston, MA

Full-time - Mid Level

Boston, MA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Associate Account Manager at Profitero is a key role within the Customer Success team, responsible for managing a growing portfolio of clients, primarily in the CPG sector. This position focuses on ensuring client satisfaction and retention by leveraging eCommerce data and providing expert guidance on the Profitero tool. The role involves direct client engagement, strategic planning for account renewals, and collaboration with internal teams to enhance product usability and client experience.

Responsibilities

• Help clients derive significant value from the Profitero tool by leveraging eCommerce data and application knowledge.
• Serve as the main point of contact for customers, addressing immediate questions and coordinating with subject matter experts for complex issues.
• Become a trusted advisor to clients, sharing best practices and optimal ways to utilize data and the platform.
• Provide feedback to the engineering team to inform product development and improve user experience.
• Set client expectations within SaaS platforms in Agile environments, maintaining a high say:do ratio.
• Assist teammates in prioritizing work to meet deadlines and ensure timely completion of tasks.
• Provide context for Strategy & Insights reports to make them actionable for business teams.
• Utilize strong communication and collaboration skills to solve client problems.
• Manage all aspects of the renewal process for existing accounts, focusing on Annual Recurring Revenue (ARR).
• Develop up-sell and renewal strategies for each account.
• Ensure data accuracy in customer accounts.

Requirements

• 2+ years of relevant account management or customer success experience with a proven track record of high client satisfaction.
• Experience with SaaS solutions, preferably with an analytical focus.
• Strong analytical skills to help clients make informed decisions based on data.
• Excellent written and oral communication skills, along with active listening abilities.
• Outstanding organizational skills and attention to detail, with the ability to multitask and prioritize effectively.
• Strong interpersonal skills and experience working with remote teams.
• Competitive drive and goal-oriented mindset, with a desire to exceed expectations.
• Self-starter with the ability to think quickly and adapt.

Nice-to-haves

• Experience in eCommerce, CPG, or supplier-side roles.

Benefits

• Commuter assistance
• Health insurance
• Dental insurance
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching