Account Manager

Summary

Join us in our journey to simplify operations and empower merchants around the world! As an Account Manager at Fulfil, you will work with our merchants to help them run their e-commerce business, serving as the trusted point of contact for a set of accounts. You will help them with product adoption and getting the best value out of our solution.

Requirements

• Relevant work experience in a customer-facing customer success or account management position; ideally enterprise B2B SaaS sales (5-6 Figure Contracts)
• A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days
• Ability to communicate in a clear, concise, and professional manner (written and verbal)
• Domain knowledge with hands-on familiarity with ERP, WMS, or other relevant tools (inventory management, planning, procurement, shipping, etc.) is a bonus
• Previous experience in a customer-facing implementation, or project management role at a product company. SaaS experience preferred
• Ability to navigate and influence complex inter/intra-departmental decision-making processes in order to drive change
• The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion
• Experience in using Salesforce
• The ability to Travel to customer sites in North America 20% with limited notice

Responsibilities

• Be the face of Fulfil to our merchants, owning a set of accounts that you will be responsible for increasing product utilization on
• Develop executive-level presentations that distil complex ERP concepts into easy-to-digestible content that can be communicated across the enterprise through Quarterly or Semi-Annual Business Reviews
• Empathize with every aspect of the merchant experience, putting their needs first while appropriately setting expectations in all situations (i.e. adoption of a module, seasonal planning, escalations, beta feature adoption etc)
• Guide and coach merchants along with Fulfil’s Customer Support team to ensure a delightful end-user experience
• Work closely with the implementation team to ensure a seamless transition for new merchants as they go live on Fulfil through their fine-tuning period
• Drive long-term product utilization and economic ROI on Fulfil
• Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient
• Maintain high levels of customer engagement and satisfaction with a focus on customer dedication, partnership and loyalty