gainful.io

Job Description

About the Company

Relay Commerce is building a portfolio of software solutions to help merchants scale e-commerce and simplify their marketing tech stack. Powered by a centralized customer data platform, Relay’s suite of software tools allows merchants to automate key revenue generation workflows to drive organic growth and increased profitability.

The Relay ecosystem currently consists of seven software products that accelerate merchant revenue growth through email marketing automation, user generated content management, on-page conversion optimization, retention analytics and bookings management. Relay’s products are established as key tools in the SMB e-commerce revenue generation stack, servicing more than 35K customers globally that collectively generate >$1BN in GMV annually.

Relay is actively building the ecosystem by acquiring commerce enablement tools primarily serving e-commerce merchants on platforms including Shopify, BigCommerce, and Wix. Relay acquires ‘ready to scale’, oftentimes bootstrapped businesses, and invests in people, processes, and products to accelerate the product roadmap and growth.

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 don’t believe in micromanagement, we provide you with a support structure and set 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 don’t 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 “voice of the customer” 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 Smartrmail’s largest APAC 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 user’s 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 interact with customers with a positive tone.
• Results driven, you use data to emphasize the needs of your customers.
• Demonstrate Relay’s four Core Values in all professional interactions.

Requirements & Preferred Qualifications

• Technical account management experience.
• Experience working with Email marketing solutions, Gsuites ,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.

Our Hiring Process

• Initial Screen with HR - 30 Minutes
• Hiring Manager Interview - 45 Minutes
• Assignment Round: Skills Assessment
• Final Interview with the Head of Revenue - 45 Minutes
• References
• Offer

Note: This job description is intended to provide a general overview of the position and does not encompass all the tasks and responsibilities that may be required. The role may evolve and additional duties may be assigned based on the company's needs.