Concerning the Firm
Relay Commerce is constructing a portfolio of software program options to assist retailers scale e-commerce and simplify their advertising tech stack. Powered by a centralized buyer information platform, Relay’s suite of software program instruments permits retailers to automate key income technology workflows to drive natural development and elevated profitability.
The Relay ecosystem at present consists of seven software program merchandise that speed up service provider income development by way of electronic mail advertising automation, consumer generated content material administration, on-page conversion optimization, retention analytics and bookings administration. Relay’s merchandise are established as key instruments within the SMB e-commerce income technology stack, servicing greater than 35K prospects globally that collectively generate >$1BN in GMV yearly.
Relay is actively constructing the ecosystem by buying commerce enablement instruments primarily serving e-commerce retailers on platforms together with Shopify, BigCommerce, and Wix. Relay acquires ‘able to scale’, oftentimes bootstrapped companies, and invests in individuals, processes, and merchandise to speed up the product roadmap and development.
Concerning the Position
As an Account Supervisor for the Smartrmail group, you may be sporting a number of hats, your duties will vary from account administration, inbound gross sales, technical help, development, and extra.
At Relay we don’t imagine in micromanagement, we offer you a help construction and set clear targets, and the way you obtain them is as much as you. A typical day might encompass replying to technical help tickets on the intercom, creating escalations, working with different departments and types throughout the portfolio, internet hosting product demos for potential prospects, and dealing on private or assigned tasks.
Concerning the Product
Major Duties
- Successfully talk with prospects to troubleshoot consumer experiences and maximize buyer satisfaction.
- Function the “voice of the client” and supply suggestions to product and advertising groups on how we are able to higher serve our prospects.
- Signify the Relay group and preserve a optimistic, empathetic tone with prospects.
- Handle a Portfolio of Smartrmail’s largest APAC prospects.
- Guarantee retention and development of your e book of enterprise.
Necessary Traits for Success
- Person-first mindset: the specialist approaches issues by first understanding the consumer’s wants.
- Empathy: the specialist can successfully put themselves within the footwear of a consumer and articulate what their wants are.
- Collaborate cross-functionally: the specialist is snug working throughout inner groups (product, advertising, management) to successfully talk buyer wants internally and talk product and advertising options externally.
- Downside solver: the specialist can strategy issues in a logical, structured manner; will help prospects brainstorm options, or know when to raise requests to technical help.
- Robust communicator: the specialist is an attentive and energetic listener and might clarify work together with prospects with a optimistic tone.
- Outcomes pushed, you employ information to emphasise the wants of your prospects.
- Display Relay’s 4 Core Values in all skilled interactions.
Necessities & Most popular {Qualifications}
- Technical account administration expertise.
- Expertise working with E mail advertising options, Gsuites ,customized sending domains.
- Our groups cowl a number of time zones. Management and help buildings can be in place however certified candidates should have a confirmed observe recording of being resourceful and self-sufficient.
- Expertise working collaboratively with technical counterparts.
- Wonderful written and oral communication expertise with the power to doc and interface with each prospects and inner groups.
- Direct trade expertise in e-commerce or B2B SaaS; ideally expertise working with SMB prospects.
- Minimal 4+ years expertise in buyer success or consultative customer-facing roles.
Our Hiring Course of
- Preliminary Display with HR – 30 Minutes
- Hiring Supervisor Interview – 45 Minutes
- Project Spherical: Expertise Evaluation
- Ultimate Interview with the Head of Income – 45 Minutes
- References
- Provide
Notice: This job description is meant to offer a normal overview of the place and doesn’t embody all of the duties and duties that could be required. The position could evolve and extra duties could also be assigned primarily based on the corporate’s wants.