Account Manager, FaaS

ShipHero is a cloud-built platform entrusted by hundreds of ecommerce companies, large and small, helping manage inventory, and ship orders to customers. Many of our customers sell on Shopify and/or Amazon. We’re driven to help our customers grow their businesses, by providing a platform that solves complex problems while engineered to be reliable and fast. We are obsessed with building great technology that is beautiful and easy to use. Our culture also reflects our ethos and belief that by bringing passionate, talented, and great people together - we can all do great things.

As an Account Manager, you are responsible for working with your Account Executive to care for your assigned accounts. This includes support, reporting, relationship building, day-to-day problem solving, and the overall health of your book of business.

Job duties include:

• Work closely with your Account Executive to implement project plans for new or existing customers
• Handle all aspects of customer service for your assigned accounts (tickets, emails, phone calls)
• Work cross-functionally to resolve customer issues (Operations, Finance, Billing, Carrier Claims)
• Make adjustments to accounts in internal systems as needed
  • CASH settings
  • Carrier settings
• Update customer health scores to ensure proper forecasting for churn and growth
• Work renewal playbooks 120 days in advance of contract end dates
• Handle any tasks assigned to you by your Account Executive in a timely manner
• Pull and prepare account data for customer meetings and QBRs
• Update CRM with notes from meetings and phone calls within 24 hours of customer communication
• Send meeting agendas to customers before scheduled meetings
• Send meeting recaps with action items to customers after meetings

Account Team Expectations:

• Have a deep understanding of your customer - Who they are, who they serve, and what they want to achieve with our partnership. Stay abreast of changes in their company and their industry.
• Build Strong, Strategic, and Diverse Relationships - Foster meaningful relationships with all key contacts. Align with Executives and navigate changes efficiently.
• Intellectual Curiosity - Demonstrate innate curiosity in all situations with customers. Ask questions and consistently seek to understand. No assumptions ever!
• Strong Technical Aptitude - Understand the technical nuances of the ShipHero platform. Internalize the technical jargon and workflows of the customer’s operation.
• Renewal Manager - Proactive orchestration of the defined renewal framework. Identify risk and opportunity early and manage through to successful execution.
• Growth Manager - Identify growth opportunities that strategically align with your customer's business goals, needs, and growth. Align on goals, train, and enable.
• Program Manager - Help ensure your customers follow the change management required to successfully adopt ShipHero into their workflow and achieve their goals.
• Cross-Functional Liaison - Manage, support, and execute cross-functional customer orchestration. Partner with internal stakeholders to deliver.
• Promote Customer Advocacy - Identify satisfied and successful customers. Help them understand the advocacy options available. Map them to programs and activities that resonate with them.
• Problem Solver - Always come up with a solution or recommendation. Don’t escalate issues - propose thoughtful paths forward.
• Product Expert - Understand ShipHero’s ideal customer profile, platform nuances, and core value drivers. Train and enable end users with ease.
• Act with Urgency - Move quickly and thoughtfully when partnering with customers.
• Effective Communication - Communicate with thoughtfulness and brevity. Never position against ShipHero. Be proactive, provide timely follow-up, be professional, and value driven.
• Internal Voice of Customer (VOC) - Ensure that you are serving as the voice of the customer internally to help influence decision-making and drive organizational strategy.
• Brand Advocate - Support the industry promotion of ShipHero. Champion the product, the brand, and the people in all areas.
• Trusted Advisor - Leverage the trust equation to develop deep-rooted customer relationships anchored on this methodology.
• Follow Through - Demonstrate a high “say-do ratio,” especially with customers.
• Objection Handling - Listen, clarify, respond with empathy, propose a solution, confirm if this satisfies the issue, and agree to the next steps.
• Expectation Management - Set and manage appropriate customer expectations in all situations.

Qualifications

• High School Diploma or equivalent.
• 3PL Accoun