Customer Success Manager

Account Manager

ThirdChannel is building the flexible workforce of tomorrow by empowering retail brands to hire and strategically deploy their best advocates into the marketplace. Leveraging a technology first approach to deploying these precious human resources, brands are having meaningful consumer interactions resulting in higher lifetime values and brand prominence in the marketplace.

We are seeking a curious and strategic thinking Account Manager to join our team. Our customers’ experience with ThirdChannel depends on your success using all of the technology and people resources at your disposal to drive data backed ROI. The ideal candidate will be well versed in understanding clients’ business needs, communicating those needs internally, coordinating the adoption of technology solutions, and selling the benefits of our team’s work to secure renewals and expansions with customers.

Key Responsibilities:

• Client Relationship Management: Develop and maintain strong relationships with key stakeholders at assigned retail accounts. Act as the primary point of contact, ensuring high levels of customer satisfaction, retention and trust.
• Strategic Planning: Work with clients to pinpoint their business objectives and technology needs. Create and implement strategic account plans that align with client goals, driving mutual success while managing competing deliverables effectively.
• Solution Implementation: Oversee deployment and integration of technology solutions into client workflows, leveraging AI technologies as needed.
• Drive Product Adoption: Identify and share new product ideas with the product and engineering teams, shaping our offerings by anticipating adoption blockers and advocating for operational changes within customer teams.
• Revenue Growth:Identify upselling and cross-selling opportunities to drive revenue growth, expand existing accounts, acquire new business, and build budgets for renewals and expansions within the assigned territory.
• Providing Customer Value through Data: Track key account metrics to provide data-driven recaps demonstrating ROI. Present actionable insights through storytelling, combining data and in-store feedback to enhance client sell-through performance, and execute recaps on a schedule to support revenue growth.
• Budget Management: Develop, manage, and monitor account budgets to ensure effective allocation of resources and achievement of financial objectives.
• Problem Solving: Proactively resolve client issues and concerns during engagement to ensure smooth operations.
• Collaboration: Work closely with sales, marketing, product development, and support teams to ensure alignment and support for strategic account initiatives.

Job Requirements

• 3+ years of practical experience in account management, sales, or a related role within the retail or technology sector.
• Proven track record of managing accounts and achieving revenue growth targets.
• Strong understanding of budget development and management throughout the contract lifecycle
• Exceptional communication, negotiation, and presentation skills: adept at interpreting what the customer is asking for throughout the program and provide that intel through business reviews
• Ability to take actionable business steps based on data insights and clearly communicate them to both technical and non-technical audiences.
• Professionalism with a client-focused approach and strong time management skills; able to balance competing priorities effectively.
• Proficiency in Microsoft Office Suite.

Compensation & Benefits

• Competitive salary ($75-90K+)
• Comprehensive health, dental, short term disability, and vision insurance
• 401(k) retirement plan with company match
• Remote working opportunity with an optional office space in Boston
• Professional development opportunities and continuous learning programs
• Creative and inclusive work environment that values innovation and collaboration