Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally. This role would require you to work in a North American Time Zone.
The Account Manager fills a critical role within Retail Zipline. This person is responsible for managing the ongoing customer relationship and helping to maintain high levels of customer satisfaction. Only seeking self-starters that are independent thinkers and an extrovert who loves building and developing relationships with others!
Key Responsibilities:
- Manage to onboard new customers and ensure a successful Zipline launch to their users.
- Ensure ongoing customer success through advising on best practices and continuous improvements.
- Understand each customer’s internal culture, politics, and organizational structure to best influence decision-making and lay the foundation for strong, long-lasting relationships.
- Educate customers on new features, enhancements, bug fixes, and other relative Zipline news.
- Act as the central point of contact and be the voice of the customer within Zipline.
- Look for additional opportunities for using Zipline products within customer organizations.
- Assist customers in establishing business cases and budgets to ensure annual renewals as well as up-sell opportunities.
- Help customers determine usage, ROI, and other stats that can be used internally and externally.
- Establish reference relationships throughout the customer’s organization and manage reference activities.
- Work with marketing to construct case studies, customer video clips, quotes, and other marketing/sales tools leveraging our customer success stories.
Must-haves:
- 4+ years managing accounts in a B2B SaaS environment, ideally with retail as a vertical.
- Preferably, experience in Retail, either in Stores or in Headquarters.
- Ability to effectively communicate, present, influence, or befriend all levels within an organization.
- Outstanding listening and writing skills. A keen ability to translate complex concepts into simple and intuitive communication.
- Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers.
- A strong track record for managing relationships and supporting their onboarding efforts.
- Demonstrates work behaviors such as self-motivation, dependability, and dedication.
- A willingness to travel.
- Highly organized.
Employee Benefits
- Stock Options
- Paid Flexible Time Off (including time off to care for family members, as well as Sick Time)
- Paid Parental Leave Benefit
- Group Health Insurance (Medical, Vision, and Dental) with a variety of PPO & HMO plans and a flexible spending account
- 401(k) Retirement Plan
- 100% Paid Life and Long-Term Disability Insurance
The “Extras”
- Remote Work: Join a flexible, effective remote team and work where you’re comfortable- literally anywhere! We’ve had Zipliners join us from vans, RVs, sailboats, and AirBnBs around the globe.
- Computer accessories and office setup: There’s a science to being effective at home and we help you get there with the right equipment and accessories that you need.
- Company off-sites: Most years we come together (IRL!). Past retreats were held in Santa Cruz, New York, Mexico City, Puerto Vallarta, and Costa Rica.
- Education stipends: We believe in perpetual learning! If there’s a class that you want to take or a book that will help you expand your horizons, we’ll support it, as long as it fits within our team budgets.
- Coffee Stipend: To encourage breaks and a change of scenery, we provide a small stipend each month to get you out of the house and relax at your favorite coffee spot.
