Job Description
This role will lead our Health & Wellness client portfolio, and supervise an Account team in charge of daily operations and client service.
We are a global digital commerce company that provides end-to-end services—from creating a data-driven strategy and delivering UX services to building an eCommerce solution for a variety of clients, including health, beauty and wellness products. With 20+ years’ experience, 1,400+ eCommerce specialists, more than 3,000 projects completed, and dozens of industry accolades, we excel at maximizing the brand and business value of every digital commerce touchpoint.
Primary responsibilities include:
- Create and maintain strong client relationships at the stakeholder level
- Grow and manage Client Services team members
- Identify opportunities to upsell or cross-sell various aspects of client success team portfolios
- Collaboration with other cross-functional team members to translate business needs of the clients and product requirements into new solutions
- Interact at the highest level in client organizations, support to client customers who use the system, effective cooperation with the engineering teams to continually improve performance and user experience
- Provide final quality assurance functions for all client deliverables
- Working knowledge of eCommerce platforms and company products/services
- Financial management, including account plans, P&Ls, monthly billing book of business, reporting and auditing
- Participate and provide high-level portfolio updates on a weekly basis to the management team
- Point of escalation if client schedules and budgets are not met according to contractual agreement
- Collaborate with the sales team and expert practices team to acquire new clients whether that be attending sales conferences or going to client pitches
- Identify and recommend solutions to internal process improvements to the management team
- Identify and prepare for market trends to develop and deliver innovative solutions
Desired Skills And Experience
- 10 – 15 years of project/account relationship management experience
- Extensive knowledge in program management, operations management, eCommerce and staff management
- Background in Health & Life Science sector
- Extensive knowledge in eCommerce platforms
- Extensive knowledge of highly-professional CRM in an eCommerce environment
- Significant experience with MS Office and Google Suite
- Significant experience with CRM software (e.g Salesforce)
- Significant experience with SaaS deployment and its supporting architecture
- Significant experience with Atlassian tools (e.g. Confluence and Jira)
- Knowledge of digital retail
- Experience with B2B SaaS products
- Design skills
- Video creation experience
