Account Director (North America)

March 15

Zowie

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The Customer Service automation platform built to help ecommerce brands delight customers and grow revenue.

chatbots • marketing • chatbot • Messenger • AI

11 - 50

Description

• Strategic Portfolio Ownership: Take ownership of Zowie’s North America portfolio • Strategic Planning and Execution: Develop and execute strategies to achieve customers goals. This includes setting clear objectives and KPIs for your CSM team and holding them accountable for delivery. • Identifying Upsell Opportunities: Continuously assess customer needs to identify opportunities for upselling additional products. Work closely with the sales team to capitalize on these opportunities and maximize revenue. • Building Strong Customer Relationships: Create and maintain strong relationships with key customers, serving as their primary point of contact for strategic discussions. Understand their business needs and challenges to provide white-glove service. • Regular Customer Meetings: Host regular in-person meetings with key customers to review performance, gather feedback, and identify opportunities for improvement or expansion. • Reporting and Analysis: Track and analyze key metrics related to portfolio performance, customer satisfaction, and revenue growth. Use data-driven insights to identify trends, opportunities, and areas for improvement. • Be an industry expert: Stay on top of industry developments, competitive landscape, and emerging trends in e-commerce and customer experience. Use this knowledge to inform strategic decision-making, anticipate customer needs, and be seen as their business advisor. • Leadership and Mentorship: Provide leadership, guidance, and mentorship to the Customer Success team, fostering a culture of accountability, collaboration, and excellence.

Requirements

• 7+ years of professional experience working in Customer Success in the SaaS industry. • 3+ years of experience in managing a Customer Success team • Experience in working within e-commerce and customer service sphere • Exceptional verbal and written communication skills in English • Track record of building successful customer relationships • Data-driven, analytical approach backed by strong digital technical skills • Operational and results-driven mindset with a high degree of ownership

Benefits

• Employee Stock Option Plan (ESOP). You’re a part of our company’s future success. • Unlimited paid time off. We trust each other and don’t count days. • Great company offsites and individual integration budgets. We spend time together in person to strengthen our team. • Health benefits. We offer an additional health insurance package. • Development budget. We want to grow personally and professionally together. • Home-office funds. Make yourself a comfy space for work on a daily basis.