Strategic Account Manager

1 month ago

San Diego, United States beBee S US Full time

The Account Management team supports our customers throughout their post-sale journey. This includes providing an exceptional interface with Miva, helping them grow their GMV using Miva’s solutions, and routinely evaluating their usage to optimize their sites.
We are seeking a Strategic Account Manager to deliver outstanding customer service. To succeed in this position, you must be an eCommerce expert and become a “Miva expert,” enabling you to serve credibly as a trusted advisor to our clients.
This role is ideal for a driven individual who seamlessly blends account management, product knowledge, and consultative selling. We invite you to apply if you are passionate about providing exceptional customer service and have these qualities.
You Will:

  • Client Management: Manage a portfolio of approximately 30 strategic clients. Build direct, stable client relationships and position them for growth through Miva's offerings
  • Customer Advisor: To effectively support our customers' strategic eCommerce needs, it's essential to understand both eCommerce and the specific industries in which our customers operate. We should emphasize the intersection of technology, business workflows, and ease of use as our customers prioritize simplifying their daily eCommerce operations. You must develop a deep understanding of each customer’s feature and enhancement requests, including whether they seek workflow or product changes. Additionally, you will assess how these requests align with our product roadmap to facilitate the growth of merchant GMV and streamline their operations
  • Proactive Engagement: Engage strategically with Miva Merchants from post-launch through renewal. Execute strategic engagements, training, and education to drive the adoption of the Miva platform
  • Customer Interaction Documentation: Document all client interactions in appropriate Miva internal systems, ensuring records are always current
  • Policies and Procedures: Follow all established policies and procedures to ensure consistency and compliance
  • Customer Outreach: Proactively organize and lead customer outreach, including regular status calls, agendas, roadmap planning, and strategic planning sessions per established need/cadence by customer (annual, semi-annual, and quarterly business reviews)
  • Churn Risk Management: Identify, document, and plan against at-risk customers, escalating as necessary to mitigate churn
  • Renewal Management: Align with Renewal Management for strategic planning on upcoming renewals
  • Cross-Functional Collaboration: Work cross-functionally with Professional Services team members (Project Management, Web Development, Design & Leadership) and other departments (Support, Product, Software, Sales, and Marketing) to maintain overall client satisfaction
  • Client Service Support: Assist with the customer service queue 1-2 days per week
  • Contract Management: Ensure contracts are in place for both SaaS and Professional Services
  • Solutions Creation: Participate in creating and selling solutions and recommendations to customers, setting expectations on cost and delivery to avoid downstream challenges
  • Escalation: Utilize escalation channels as necessary
  • Webinar Engagement: Drive Account Management webinar attendance within the assigned customer base and follow up with engaged customers for repeat engagements
  • Additional Duties: Perform other duties and projects as assigned

You Have:

  • 5+ years in Account Management or Customer Success, preferably at a SaaS company
  • Experience and strong knowledge in the eCommerce space
  • Proficiency in using Salesforce or other CRM tools for contact and task management, outreach planning, and documentation
  • Experience with Zendesk or similar ticketing systems
  • Evidence of creating frameworks and documents to aid in value-added customer engagements
  • Ability to see the bigger picture and uncover long-term customer goals and new business opportunities
  • Adaptability to work in a quickly evolving, entrepreneurial SaaS environment with multiple cross-functional teams
  • Lead with empathy in customer engagements
  • Ability to align multiple groups quickly and strategically to resolve challenges and drive growth
  • Able to quickly gather, interpret, and action technical details

Our awesome perks 

  • Remote company - work from anywhere
  • Unlimited PTO
  • Maternity/Paternity leave
  • Medical/Dental/Vision/FSA/Life
  • 401k with company match; vested immediately 
  • Flexible work schedule 
  • Inspiring & collaborative peer

The salary range for this position is $90k - $105k annually. This information is current as of the initial date of this job posting and may be modified in the future. The actual pay determined for an individual will vary based on job-related factors such as relevant experience and/or education, particular skills, and location. In addition to base salary, this role is eligible to participate in our equity incentive plan.
Miva is a fully remote company with employees distributed across the U.S. Our ideal candidate for this role will reside in one of the following states: AZ, CA, CO, FL, GA, ID, IL, KS, MA, MI, MO, NC, NJ, NV, NY, OH, OR, PA, SD, TN, TX, UT, VT, or WA.

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