Account Manager
About the Company
Relay Commerce is an e-commerce enablement platform offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools. The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants.
The Relay ecosystem currently consists of eight software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics, and subscription management. Relayâs suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.
About the Role
As an Account Manager for the SmartrMail team, you will be wearing multiple hats, your responsibilities will range from account management, inbound sales, technical support, growth, and more.
At Relay we believe in providing you with a support structure and setting clear goals, and how you achieve them is up to you. A typical day could consist of replying to technical support tickets on the intercom, creating escalations, working with other departments and brands within the portfolio, hosting product demos for potential customers, and working on personal or assigned projects.
About the Product
Smartrmail is an email marketing platform, we have direct integrations with Shopify, Bigcommerce, and Neto. Smartrmail gives you all the email tools your store needs to get more sales. Easy-to-use automation, beautiful newsletters, advanced segmentation, and more. What makes SmartrMail stand out? Affordable pricing without the fluff, we donât cap our customers like other EMS solutions. We invite you to check out our app and learn more.Primary Responsibilities
Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
Serve as the âvoice of the customerâ and provide feedback to product and marketing teams on how we can better serve our customers.
Represent the Relay team and maintain a positive, empathetic tone with customers.
Manage a Portfolio of Smartrmailâs largest EMEA customers.
Ensure retention and growth of your book of business.
Important Traits for Success
User-first mindset: the specialist approaches problems by first understanding the userâs needs
Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are
Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally
Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support
Strong communicator: the specialist is an attentive and active listener and can explain and interact with customers with a positive tone
Results driven: you use data to emphasize the needs of your customers
Demonstrate Relayâs four Core Values in all professional interactions
Requirements & Preferred Qualifications
Technical account management experience.
Experience working with Email marketing solutions, G Suite, custom sending domains
Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient
Experience working collaboratively with technical counterparts
Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams
Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers
Minimum 4+ years experience in customer success or consultative customer-facing roles
Hiring Process
Initial Screen with People Ops Manager - 30 Minutes
First Round Interview with Manager of Customer Success - 30 Minutes
Skills Assessment - 5 Business Days to complete
Final Interview with Chief Revenue Officer - 45 Minutes
Benefits & Perks
Work From Home Stipend
Therapy/Mental Health Reimbursement
Paid Parental Leave
Flexible Time Off
Annual Company Retreat
Company Swag
Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Apply Now
Relay Commerce is an e-commerce enablement platform offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools. The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants.
The Relay ecosystem currently consists of eight software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics, and subscription management. Relayâs suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.
About the Role
As an Account Manager for the SmartrMail team, you will be wearing multiple hats, your responsibilities will range from account management, inbound sales, technical support, growth, and more.
At Relay we believe in providing you with a support structure and setting clear goals, and how you achieve them is up to you. A typical day could consist of replying to technical support tickets on the intercom, creating escalations, working with other departments and brands within the portfolio, hosting product demos for potential customers, and working on personal or assigned projects.
About the Product
Smartrmail is an email marketing platform, we have direct integrations with Shopify, Bigcommerce, and Neto. Smartrmail gives you all the email tools your store needs to get more sales. Easy-to-use automation, beautiful newsletters, advanced segmentation, and more. What makes SmartrMail stand out? Affordable pricing without the fluff, we donât cap our customers like other EMS solutions. We invite you to check out our app and learn more.Primary Responsibilities
Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
Serve as the âvoice of the customerâ and provide feedback to product and marketing teams on how we can better serve our customers.
Represent the Relay team and maintain a positive, empathetic tone with customers.
Manage a Portfolio of Smartrmailâs largest EMEA customers.
Ensure retention and growth of your book of business.
Important Traits for Success
User-first mindset: the specialist approaches problems by first understanding the userâs needs
Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are
Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally
Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support
Strong communicator: the specialist is an attentive and active listener and can explain and interact with customers with a positive tone
Results driven: you use data to emphasize the needs of your customers
Demonstrate Relayâs four Core Values in all professional interactions
Requirements & Preferred Qualifications
Technical account management experience.
Experience working with Email marketing solutions, G Suite, custom sending domains
Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient
Experience working collaboratively with technical counterparts
Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams
Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers
Minimum 4+ years experience in customer success or consultative customer-facing roles
Hiring Process
Initial Screen with People Ops Manager - 30 Minutes
First Round Interview with Manager of Customer Success - 30 Minutes
Skills Assessment - 5 Business Days to complete
Final Interview with Chief Revenue Officer - 45 Minutes
Benefits & Perks
Work From Home Stipend
Therapy/Mental Health Reimbursement
Paid Parental Leave
Flexible Time Off
Annual Company Retreat
Company Swag
Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Apply Now