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EDITED
,
London, Greater London
Account Manager / Customer Success
Overview
Job Description
EDITED is an important part of our customer's workdays, but it's also a best-in-class product, so we give our customers best-in-class account management. That means we're not just calling up our customers to book a renewal and some training, or grabbing a coffee. It means we really, deeply care about their lives, their work days and how we can help them. It also means we'll go over-and-above with supporting them, and co-ordinating how we interact with them. Alongside you in this role, there's a world-class product, education, training and retail strategy team, who will help support you and our customers. We also have a full training curriculum, and certification programme so that we can help our customers understand how to get the best out of our product. As an account manager, you will have the most senior relationship between EDITED and our customer. And that's a relationship we deeply cherish. You will get to manage the accounts for the world's leading brands, like Topshop, Abercrombie & Fitch, Desigual, Tommy Hilfiger, Puma and high-end luxury brands, too. You will be the advocate for their needs inside our business. You'll become a true product expert; that means understanding every feature of EDITED and the methodology behind it, as well as being able to introduce and explain it to a wide range of users. You'll be speaking to our clients every day by email, phone and in person, so youll need an intrinsic understanding of retail to build strategic relationships and speak knowledgeably about the issues they face. Our expectations for your position: * You will develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations. * You are able to identify client warning signs (both in-person, and via usage data) and communicate it with the Head of Customer Success. * You will take responsibility for regular progress reviews with customers (e.g. quarterly business reviews/QBRs) and identify opportunities for upsells and manage processes. * You can be a strong advocate for our products, and understand existing processes within retailers and brands. * You have exceptional verbal and written communication skills and are able to communicate across time zones and all types of people in all sorts of roles. * You are organized and meticulous about documenting processes. * Youre able to articulate positioning, use cases and benefits. * You are numerate and data literate, and know how to identify trends in client usage and use these trends to build and deliver training to increase product adoption. * Manage executive, mid-level, and project relationships among a diverse set of customers and turning them into EDITED ambassadors. Requirements: * Minimum of 2 years working in either the head office at a retailer or brand, or account management experience. * An interest or background in fashion or retailing. * Proven success in growing existing accounts and relationships. * Technical competence and enthusiasm (understanding of SaaS software or technology). * Excellent written, communication and presentation skills. * Loves being on a team. * Independent to take initiative and own processes. * Highly organized. * Tenacity to finish projects. * Proven negotiation experience. EDITED is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workplace.