Account Manager at Relay Commerce
About the Company
Relay Commerce is a leading e-commerce enablement platform that empowers merchants with cutting-edge solutions in personalized messaging, social commerce, and customer retention. Our platform helps businesses thrive in the fast-paced digital world by providing a robust suite of tools. Currently, Relay Commerce drives over $1 billion in incremental gross merchandise volume for more than 35,000 merchants globally.
Our ecosystem includes eight innovative software products designed to boost merchant revenue through email marketing automation, on-page conversion optimization, user-generated content management, retention analytics, and subscription management. These tools are trusted by forward-thinking e-commerce businesses worldwide to drive growth and success.
About the Role
As an Account Manager for the SmartrMail team, you’ll take on a dynamic role that blends account management, inbound sales, technical support, and growth initiatives. At Relay, we empower you with the support and resources you need while giving you the freedom to achieve your goals in your own way.
Your day-to-day tasks may include handling technical support tickets, collaborating with cross-functional teams, hosting product demos for potential clients, and working on strategic projects. This role offers a unique opportunity to make a significant impact on our customers and the business.
About the Product
SmartrMail is a powerful email marketing platform with seamless integrations for Shopify, Bigcommerce, and Neto. It provides everything your store needs to boost sales, including easy-to-use automation, stunning newsletters, advanced segmentation, and more. What sets SmartrMail apart? We offer affordable pricing without restrictive caps, ensuring our customers get the most value. Explore our app to see how we can help your business grow.
Primary Responsibilities
- Engage with customers to troubleshoot issues and enhance their experience, ensuring maximum satisfaction.
- Act as the "voice of the customer," sharing insights with product and marketing teams to improve our offerings.
- Represent Relay with a positive, empathetic, and professional demeanor in all customer interactions.
- Manage a portfolio of SmartrMail’s largest EMEA customers, focusing on retention and growth.
- Drive the success of your assigned accounts by delivering exceptional service and strategic support.
Important Traits for Success
- User-first mindset: Prioritize understanding and addressing user needs in every interaction.
- Empathy: Ability to see things from the customer’s perspective and advocate for their needs.
- Collaboration: Comfortable working across teams (product, marketing, leadership) to align customer needs with business goals.
- Problem-solving: Approach challenges logically and creatively, knowing when to escalate issues.
- Communication: Strong written and verbal skills, with the ability to engage customers positively.
- Results-driven: Use data to make informed decisions and advocate for customer success.
- Core values: Demonstrate Relay’s values in every professional interaction.
Requirements & Preferred Qualifications
- Proven experience in technical account management.
- Familiarity with email marketing solutions, G Suite, and custom sending domains.
- Ability to work across multiple time zones with a resourceful and self-sufficient approach.
- Experience collaborating with technical teams and stakeholders.
- Exceptional communication skills, both written and verbal, for engaging with customers and internal teams.
- Background in e-commerce or B2B SaaS, preferably with SMB customers.
- Minimum of 4+ years 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 proud to be an equal opportunity employer. We value diversity and are dedicated to fostering an inclusive environment for all team members.