Account Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Facilitate and lead the onboarding process for new customers, ensuring a successful Zipline launch for their users.

• Serve as the primary contact for designated customers and act as their advocate within Zipline.

• Cultivate strong relationships within each customer's organization, including executive sponsors and operational stakeholders, by gaining insights into their goals, culture, and decision-making processes.

• Provide guidance to customers on best practices and opportunities for continuous improvement to promote long-term success with Zipline.

• Inform customers about new features, enhancements, bug fixes, and pertinent Zipline updates.

• Collaborate with Implementation, Support, Product, and technical teams to guarantee seamless onboarding, handoff, and post-launch optimization.

• Maintain a structured success plan post-implementation, which includes adoption milestones, business objectives, and growth opportunities.

• Manage customer health, renewal preparedness, and identify and mitigate churn risks across assigned accounts.

• Leverage customer goals, usage data, reporting, and performance metrics to drive adoption, quantify ROI, and inform account strategies.

• Identify growth opportunities and assist customers in formulating business cases and budgets to facilitate renewals and upsell options.

• Assist customers in assessing usage, ROI, and other critical metrics for internal and external use.

• Navigate challenging customer situations with professionalism, urgency, and sound judgment.

• Collaborate with Marketing to create case studies, customer video clips, testimonials, and other sales and marketing materials showcasing customer success stories.

⛳️ Requirements

• Over 4 years of experience managing customer accounts in a B2B SaaS context, encompassing responsibility for renewals and expansion opportunities.

• Preferred retail experience, especially in store operations or corporate environments.

• Outstanding communication, presentation, listening, and writing skills, with the capability to influence stakeholders at all levels and simplify complex concepts into clear, intuitive guidance.

• Bilingual: Proficiency in Italian and English preferred; knowledge of Spanish, French, or German is a plus.

• Strong relationship-building and collaboration abilities, with a proven track record of effective teamwork across customers and cross-functional internal teams.

• Excellent analytical skills, with experience utilizing customer data and reporting to evaluate account health and shape strategy.

• Strong project management and organizational skills, with the ability to coordinate efforts among technical and business stakeholders.

• Experience in customer onboarding support and familiarity with implementation processes such as SSO, hierarchy/user setup, training, and launch planning is advantageous.

• Demonstrates self-motivation, reliability, and commitment in a dynamic environment.

• Expertise in retention management, addressing contraction/churn, and seeking growth/expansion opportunities.

• Willingness to travel as required.

• Preferred fluency in AI concepts.

🏝️ Benefits

• Remote-first culture: Join a high-performing, fully remote team and work in your preferred environment.

• Stock Options: Gain meaningful ownership in a rapidly growing, venture-backed company that is shaping the future of retail.

• Time off: Our flexible time-off policy allows you to take necessary breaks when needed, along with a fully paid one-month sabbatical to unwind and reflect after five years.

• Benefits: Comprehensive medical, dental, and vision coverage.

• Team Connection: Attend annual company off-sites in exciting locations.

• Volunteering: Each quarter, Zipliners receive a paid day off to volunteer for a nonprofit organization of their choice.

• Learning: We promote continuous learning and provide unlimited access to our Udemy Business account.

• Great humans, great work: Collaborate with kind, supportive teammates dedicated to meaningful work.