Manager – Account Management

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

📋 Description

• Lead the Account Management team at Lula Commerce, providing support to convenience store chain clients post-launch.

• Cultivate and manage key customer relationships while serving as a primary resource and mentor for account managers.

• Supervise post-launch engagements and serve as a support for complex customer inquiries, escalations, and growth of enterprise accounts.

• Implement promotions, facilitate first-party/Lula Direct adoption, pitch new features, drive store expansion, and perform benchmarking in regular account meetings.

• Track account health, usage statistics, missed-order rates, payout concerns, and engagement levels; proactively identify and mitigate account risks.

• Address escalations by collaborating across departments including Accounting, Technology, Branding, Product, Engineering, Finance, and Sales.

• Convert feedback from enterprise customers into actionable product insights and feature requests.

• Mentor, evaluate, and develop account managers.

• Collaborate with the Onboarding team during live-account transitions and assist with accounts facing onboarding delays.

• Provide weekly or biweekly reports to the Head of Customer Success regarding account health, escalations, renewals, and potential growth avenues.

• Propose and test enhancements to account management playbooks.

⛳️ Requirements

• Over 5 years of experience in account management, customer success, or client services, specifically managing enterprise or multi-location accounts.

• At least 2 years of experience in a leadership role, guiding, mentoring, or training team members (whether formally or informally).

• Proven experience working with distributed or offshore teams across various time zones.

• Skilled in handling renewal and commercial discussions, showcasing strong negotiation capabilities.

• Excellent and confident communication skills, both written and verbal, when interacting with chain operators and executives.

• Proficient in collecting and analyzing account data, as well as creating customer presentations that include benchmarks, QBR decks, and growth strategies.

• Familiarity with AI tools such as Claude, Grok, and other AI assistants for daily tasks.

• Demonstrates ownership, asks insightful questions, and translates feedback into tangible results.

• Maintains composure in unexpected situations and quickly learns products and processes.

• Comfortable and effective in a fully remote work setup.

• U.S. work authorization is mandatory.

• Must be a resident of the United States.

• Work hours should overlap with New York, NY, USA by at least 4 hours.

• A degree is not required.

🏝️ Benefits

• Flexible remote work environment.

• Access to cutting-edge tech tools and resources.

• W-2 employment status.