Senior Enterprise Account Manager
Swooped is a talent platform (not a staffing agency) representing the hiring company for this role.
About the Opportunity
The organization helps merchants confidently grow their businesses by building trusted relationships with their customers. Advanced technology, combined with a team genuinely invested in client success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy. Trusted by thousands of leading merchants across more than 100 countries, the organization securely processes billions of transactions each year. The people are the heart of everything done, driving the mission forward with commitment, empathy, and creativity. Join the mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud.
Responsibilities
- Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
- Project manage customer onboarding process to successful deployment by leading and coordinating internal and external activities
- Work extensively with various cross-functional teams in order to orchestrate service infrastructure around client needs
- Identify and successfully close renewals and expansion opportunities within the book of business
- Have full ownership of commercial activities such as opportunity management and contract workflows
- Understand customers’ pain points, initiatives, and business goals and identify how the organization can partner to achieve their goals
- Use knowledge of the platform to advise on best practices around product usage with end-users
- Develop collateral and conduct regular business reviews with client executive teams
- Ensure swift resolution of account issues by using resources from cross-functional teams
- Provide executive oversight and client communication
- Work with Marketing to identify and convert successful customers into advocates
- Embody the organization's values and serve as a role model for other team members
Requirements
- 5+ years of Customer Success Management or Account Management
- Ability to travel when necessary
- Proficiency in Salesforce, JIRA, Excel, and G-Suite is required
- Proven customer management experience with Enterprise accounts
- Proven track record of managing complex projects
- An analytical and metrics-driven work style
- Ability to analyze complex situations, develop associated action plans, and lead teams to achieve goals
- Creative, driven, resourceful, detail-oriented, and highly organized
- Excellent communication and presentation skills
- Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
- Passion for e-commerce and new technology
- Background in e-commerce, payments, fraud, or data science is preferred
Preferred Qualifications
- Proficiency in BI tools such as Looker is a plus
Benefits
- Discretionary Time Off Policy (Unlimited!)
- 401K Match
- Stock Options
- Annual Performance Bonus or Commissions
- Paid Parental Leave (12 weeks)
- On-Demand Therapy for all employees & their dependents
- Dedicated learning budget through Learnerbly
- Health Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Account (FSA)
- Short Term and Long Term Disability Insurance
- Life Insurance
- Company Social Events
- Company Swag
Pay
In the United States, each work location is assigned a specific pay zone, which determines the salary range for a given position. The starting base salary for the selected candidate will be based on a variety of factors, including job-related skills, experience, qualifications, geographic location, and current market conditions.
- Tier 1 (NYC/SF Bay Area/Seattle): $135,000 – $140,000 annually
- Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $130,000 – $135,000 annually
- Tier 3 (US - All Other): $120,000– $130,000 annually
This role is eligible for a stock option grant of up to 1500 stock options, based on the position level and internal compensation guidelines, and a bonus plan as part of the total compensation package.