Account Manager

About Okendo

We believe happy customers make the best marketers.

That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love.

Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value.

Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 12,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.

Position Summary

To be successful as an Account Manager, you should demonstrate excellent interpersonal skills, knowledge of CRM software, the ability to manage multiple tasks at once, superior customer skills, strong business acumen, and adept problem-solving skills. A successful person in this role will have the ability to meet with customers as a dedicated contact. The Account Manager will foster favorable relationships with existing customers, prepare new quotes, manage the upsell cycle process, prepare upsell reports, and manage the upsell pipeline.

The Account Manager will be assigned an existing contact list to develop relationships, sell enhancement services and new business product offerings. Core responsibilities include maintaining client relationships, overseeing the upsell process, generating incremental expansion opportunities, and acting as the primary point of contact.

How you'll create impact:

Drive Expansion Revenue

Drive Customer Value: Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products.

Own Expansion: This is a quota-carrying position. Manage the full upsell, cross-sell, and renewal sales cycles from sourcing to close. Conduct quality product demonstrations with prospective merchants.

Pipeline Management: Maintain a quality pipeline in Hubspot to ensure accurate reporting and forecasting. Execute against outbound expansion campaigns. Follow a standard closing process to ensure deal momentum.

Be A Strategic Partner to Merchants

Manage accounts: Manage assigned accounts. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, in-app chats, and 90-day reviews.

Lead account reviews: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products.

Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues.

Maintain a high personal standard: Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo.

Industry, Product, and Company Knowledge

Product Expertise: Become an expert on Okendo’s product suite, and stay up-to-date on new products, as well as product changes, improvements, and unique merchant use cases.

Operations: Maintain a high operational standard by adhering to SLAs and by keeping an eye out for operational improvement. Maintain expansion pipeline hygiene.

Partner and competitive landscape: Understand the merchant tech stack and learn how to leverage partners to build integrated marketing programs effectively

Communication: Know who, how, and when to work with cross-functional internal resources (support, onboarding, engineering…) to troubleshoot/optimize accounts

Set high standards: Work with management to identify areas and implement personal development plans. Maintain awareness of industry trends and bring recommendations to the team. Take ownership of mistakes and celebrate wins with the team.

What we need from you:

- Experience: You have 3+ years experience in an Account Manager or Customer Success Expansion role

- Expert in managing forecasts and achieving goals

- Track record of compelling data-backed storytelling and recommendations

- Be structured in your processes and diligent in your end-to-end management of an opportunity throughout the deal cycle

- Have both the ability to build rapport with strong communication but also with listening skills, and a proactive attitude.

- You understand a merchant’s pain points & strategic goals and translate this into an optimization plan & tailored conversation centered on key Okendo features & benefits

- Contributes to a positive team culture by representing company values with your team and external clients.

Workplace Benefits:

- Data-backed and validated compensation strategy

- 401k matching

- 100% employer-paid coverage of employee health insurance

- Comprehensive dental and vision coverage

- 4 weeks of PTO; carryover allowed

- 11 holidays

- Sick, bereavement, and jury duty paid time off

- 12 weeks of Paid Family Leave

- Feedback driven culture

- Exposure to the biggest and best ecommerce brands globally

- Work remotely in the USA or from a local WeWork

$70,000 - $120,000 a year

Why Okendo?

This is an opportunity to join a high-growth startup backed by some of the top investors in the world. You will have the opportunity to participate in the creation of a top-notch Customer Success function from the ground up!

What we value:

One Team

We are one team committed to the same mission. We trust, respect, and value each other. We recognize the unique skills, experiences, and perspectives each of us has to offer. We continually look for ways to support and enable our teammates.

Champion the customer

Our customers are the heart of our business and the pursuit of their success is our north star, At every step, we prioritize their interests in our thinking and actions.

Strive for Excellence

We commit to excellence as our standard. We set and achieve ambitious goals. We maintain a bias for action, tackle the hard problems, and continually work to improve.

Extreme Ownership

We own the outcomes. We take the necessary action to get things done. We don’t blame others or find excuses. We proactively look for solutions and solve problems.

Integrity Always

We are always honest, trustworthy, and professional. We treat others fairly and with respect. We are transparent and forthright. We take our commitments seriously and deliver what we promise.

Always Day One

It’s always Day 1 at Okendo. If we’re not growing, we’re dying. We prioritize agility over bureaucracy. Velocity over perfection. Outcomes over process. We move fast, learn, iterate, and adapt.

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