Account Manager (EMEA)

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a motivated individual to join their Customer Success team. This role is pivotal in ensuring a seamless experience for enterprise clients, from onboarding to renewal. You will leverage your expertise in account management to build strong relationships, understand client needs, and advocate for their success. The company fosters a collaborative environment where your contributions will help drive significant results in ecommerce. If you're passionate about enhancing customer experiences and thrive in a dynamic setting, this opportunity is perfect for you.

Benefits

Fully remote team

Work from home stipend

Apple laptops provided

Training and development budget

Parental leave

Qualifications

• 3+ years in Account Management or Customer Success in a SaaS environment.
• Ability to influence and build relationships with enterprise clients.

Responsibilities

• Lead strategic client relationships and manage upsell cycles.
• Educate clients on product features and new use cases.

Skills

Account Management

Customer Success

Sales

Risk Management

Relationship Building

Ecommerce Knowledge

Analytics

Presentation Skills

Education

Bachelor's Degree

Tools

SaaS Platforms

Digital Analytics Tools

Job description

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Constructor is the only search and product discovery platform tailor-made for enterprise ecommerce where conversions matter. Constructor's AI-first solutions make it easier for shoppers to discover products they want to buy and for ecommerce teams to deliver highly personalized experiences that drive impressive results. Optimizing specifically for ecommerce metrics like revenue, conversion rate and profit, Constructor generates consistent $10M+ lifts for some of the biggest brands in ecommerce, such as Sephora, Petco, home24, Maxeda Brands, Birkenstock and The Very Group. Constructor is a U.S. based company that was founded in 2015. For more, visit: constructor.com.

We’re a passionate team of technologists who love solving problems and want to make our customers as successful as possible. We value empathy, openness, curiosity, and continuous improvement. We work tirelessly to ensure each of our customers can demonstrate the tremendous value we are driving for them. Our team excels in maximizing customer value, growing customers into our new innovative product discovery solutions and ensuring we remain partners for many years to come. We work hard and have a ton of fun building lasting relationships with our customers to help them navigate the demands of online product discovery.

About You:

You are excited to join a growing team focused on demonstrating ownership of our clients’ experience from onboarding through renewal and expansion. You will work closely with members of the Customer Success team, Sales team, and other internal Constructor teams to support and grow your book of business. You are an advocate for your customer and work with internal teams to provide feedback to Product, create advocacy opportunities for Marketing, and visibility into use cases and customer health for the organization. You demonstrate a high degree of accountability and ownership.

Responsibilities:

• You are the strategic lead for the clients in your book of business.
• You will build strong relationships with your clients in order to understand their business goals, business needs, the priorities of these goals and needs, and how Constructor maps to these goals and needs.
• You will manage complex, enterprise renewal and upsell cycles from start to finish – effectively demonstrating the product and the business and economic benefits to each stakeholder (from business champion to the C-Suite level).
• You will uncover and manage risk within your book of business in a timely and effective manner.
• You will grow to be well versed on your clients’ business needs and the Constructor product in order to educate clients on potential new use cases, features and integrations that create added value and uncover potential upsell opportunities.
• You will regularly update internal systems and attend internal meetings in order to document and communicate customer status, needs, risk, renewal next steps, and upsell next steps.

Requirements

Basic Requirements:

• Minimum of 3+ Years of proven experience working directly with large enterprise clients in a role within Account Management, Customer Success, and/or Sales within a SaaS company, preferably one that works directly with ecommerce clients.
• Proven ability to influence, present to, and build deep relationships with our customers, especially at the VP+ level.
• Proven ability to uncover and properly manage risk within your book of business in a timely and effective manner.
• Proven ability to educate clients on new use cases, features and integrations that create added value and uncover potential upsell opportunities.
• Proven ability in managing complex, enterprise renewal and upsell cycles from start to finish – effectively demonstrating the product and the business and economic benefits to each stakeholder (from business champion to the C-Suite level).
• Proven track record of consistently meeting and exceeding individual retention and expansion goals.
• Attend and ensure the success of Quarterly Business Reviews with Customers to ensure understanding of client goals and how Constructor maps to those goals.
• Proven ability to juggle multiple Account Management projects and recurring responsibilities at a time, while maintaining sharp attention to detail.
• Proven ability to work cross functionally with various teams to meet the aforementioned needs and goals of your clients - this includes, but is not limited to, working with Sales, CSMs, SEs, SAs, Data Science teams, Product+Eng teams. This includes the ability to tailor language and asks for these teams while maintaining an eye on timeline, SLAs, and the overall client goals and needs.
• Solid knowledge and understanding of ecommerce business needs - typical goals, KPIs, terminology, and trends.
• Solid understanding of analytics and statistics, with an ideal focus on being able to analyze and present data sets pertaining to ecommerce, A/B testing, and conversion.
• Proven ability to acquire and maintain a working knowledge of the complete capabilities of Constructor’s ever-evolving products and capabilities.

Preferred:

• Deep understanding of analytics and statistics, with an ideal focus on being able to analyze and present data sets pertaining to ecommerce, A/B testing, and conversion.
• Deep knowledge and understanding of ecommerce business needs - typical goals, KPIs, terminology, and trends.
• Experience in SaaS includes Search and Browse technologies, Digital Analytics, Digital Performance Management, or similar industry.
• Experience and high comfort level of ‘leading without authority’ - given the high demand to work cross functionally with other teams to achieve your clients’ goals.
• Previous experience with Constructor.
• Previous experience with Constructor clients.

Benefits:

• Fully remote team - choose where you live.
• Work from home stipend! We want you to have the resources you need to set up your home office.
• Apple laptops provided for new employees.
• Training and development budget for every employee, refreshed each year.
• Parental leave for qualified employees.
• Work with smart people who will help you grow and make a meaningful impact.

Diversity, Equity, and Inclusion at Constructor:

At Constructor.io we are committed to cultivating a work environment that is diverse, equitable, and inclusive. As an equal opportunity employer, we welcome individuals of all backgrounds and provide equal opportunities to all applicants regardless of their education, diversity of opinion, race, color, religion, gender, gender expression, sexual orientation, national origin, genetics, disability, age, veteran status or affiliation in any other protected group. Studies have shown that women and people of color may be less likely to apply for jobs unless they meet every one of the qualifications listed. Our primary interest is in finding the best candidate for the job. We encourage you to apply even if you don’t meet all of our listed qualifications.