Account Manager – Retail Solutions

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

📋 Description

• Act as the main point of contact for designated customer accounts on a daily basis.

• Establish strong, trustworthy relationships with customer stakeholders at both operational and managerial levels.

• Ensure that customer expectations, deliverables, and timelines are consistently achieved.

• Collaborate with Sales Directors on account planning, aligning communications, and developing long-term strategies.

• Oversee the onboarding process, implementation milestones, and regular delivery cycles for Pensa’s SaaS and DaaS services.

• Manage workflows, schedules, and documentation for accounts to guarantee consistent execution.

• Coordinate internally with Data Operations, Product, Engineering, and Field teams to ensure timely delivery and resolution of issues.

• Identify potential risks to delivery and proactively escalate with suggested solutions.

• Monitor performance dashboards, deliverables, and outputs to maintain data integrity and accuracy of insights.

• Review analytics and KPIs with customers, assisting them in interpreting insights and taking appropriate action.

• Validate the quality of data feeds, shelf intelligence outputs, and reporting deliverables.

• Support ongoing improvements in measurement methodologies and service consistency.

• Maintain comprehensive account documentation, including scopes, timelines, meeting notes, and status updates.

• Track service performance metrics and collaborate with internal teams to enhance efficiency.

• Aid in change management as services evolve or expand.

• Contribute to the development of scalable processes and best practices within the Account Management function.

• Partner closely with Sales Directors on account strategy, renewals, and planning for expansion.

• Collaborate with the VP of Engagement & Service Operations on service quality, prioritization, and operational enhancements.

• Work together with Customer Success, Operations, and Product teams to ensure a cohesive customer experience.

⛳️ Requirements

• 3–5 years of experience in account management, customer success, or project management within SaaS, DaaS, retail technology, or related fields.

• A solid understanding of retail or CPG workflows, merchandising, or shelf execution is preferred.

• Demonstrated ability to manage multiple accounts, priorities, and deadlines in a dynamic environment.

• Exceptional communication skills, both with clients and internally.

• Strong analytical capabilities with the ability to interpret data and translate insights into actionable strategies.

• Highly organized with a keen attention to detail and a disciplined approach to documentation.

• Proficiency in project management and collaboration tools.

• Experience with analytics platforms, BI tools, or data-centric products is preferred.

• Prior experience in retail/grocery execution, merchandising, or field operations is advantageous.

• Lean Six Sigma or process improvement experience (e.g., Black Belt) is a plus but not mandatory.

• Bachelor’s degree in business, analytics, operations, or a related field.

🏝️ Benefits

• None listed