Excellent communication skills across chat, phone, video conference, and email (comfortable using WeChat)
Experience with marketing or ecommerce platforms or tools (e.g., Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, Omnisend) or similar
Requirements:
Establish themselves as a trusted advisor for Omnisend’s top-tier customers and drive customer success
Proactively develop strategies with merchants to increase revenue through digital marketing for their managed accounts
Onboard new clients, including migrating contacts, guiding them through a warmup process and setting up first campaigns and automations across channels
Conduct quarterly business reviews (QBRs), establish quarterly goals for customers and help achieve them
Job description
Working at Omnisend is... kind of boring. Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give real feedback, and actually listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.
About the role:
The Account Expert role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organizational stakeholders and a research-based mindset.
What you’ll do @Omnisend:
Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customers
Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts
Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels
Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner
Provide best practices to ensure clients are achieving their business goals
Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation
Keep merchants up to date on product releases and new features
Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement
Conduct QBRs, establish quarterly goals for customers and help achieve them
Document troubleshooting and problem resolution steps
We expect that you’ll bring:
1-2 years of customer success-related experience
An understanding of what the main digital marketing metrics are and what is driving their trends (opens, clicks, conversions)
A proven track record of creative problem-solving for customers
Fluency in English and Chinese languages
Experience and comfort discussing business and sales topics with clients during renewal or cancellation conversations
Excellent communication skills via chat, phone, video conference, email and comfortable to use Wechat as communication tool
Strong time management skills and clear sense of ownership and independent working ability
An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other e-commerce and marketing platforms
Experience in e-commerce, SaaS, project management -or- marketing, and advising customers on marketing strategy is a plus!
What we offer in return:
Gross salary starting from 1800 EUR/month based on experience + commission depending on individual results
An unlimited learning budget for self-improvement complying with the best interest of Omnisend
Working methods and best practices inspired by the best tech companies in Silicon Valley
Senior colleagues that enable us to have a high-performing, productive environment where your growth will accelerate
Private health insurance
Remote work possibilities
Unlimited access to psychotherapy
A workstation budget
Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year)
Attractive workations and team-led team-building events
