Account Manager at Bumpa

Responsibilities

• Manage and track assigned paying mechant growth.
• Be a trusted advisor for assigned merchants, know their business and competitive landscape and champion how Bumpa can help their business succeed.
• Collaborate internally with a team of Merchant success managers to drive engagement and retention across our entire merchant base.
• Nurture and engage assigned merchants through proactive outreach and other tactics, such as hosting webinars and creating email campaigns
• Managing merchant escalations from our Support and Community engagement teams to deliver best practice solutions and guidance and walking customers through problem-solving processes.
• Managing the overall Merchant relationship by:
  • Coaching merchants to grow their business by partnering with them on goal development and providing tailored recommendations to achieve those goals
  • Identifying areas for improvement, including opportunities for product adoption and driving the implementation of  Bumpa new features.
  • Collaborating with internal Bumpa teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience
  • Being our merchant's internal advocate via escalating their needs and requests to product teams and ensuring their feedback is actioned.
  • Ensuring quality data and information on our merchants is up to date in our CRM: Forecast and track key account metrics (e.g. total weekly merchant revenue, subscription status, number of orders, etc).
• Obtaining merchant feedback and identifying problem areas before they become major issues
• Preparing reports on account status
• Any other task or project assigned by your Line Manager

Requirements

• Bachelor's degree in any related field
• Strong technical knowledge
• Critical thinking and organization skills
• 2-3 year of experience in Customer Success/account management role
• Self-starter, entrepreneurial, proactive, hungry, passionate, tech-savvy, & quick to learn
• A desire to work closely with customers in sometimes tough situations
• Strong interpersonal and communication skills (both verbal and written).
• You're able to explain concepts clearly and concisely
• Experience using Freshdesk, CRM tool, Slack, and Google Suite would be an advantage.
• Excited to pursue revenue retention and customer health targets that will fuel Bumpa’s growth.
• Able to build client relationships quickly Experience with process design and improvement
• Interested in building a career with a growth-oriented company

Benefits

• Competitive salary
• Paid annual leave
• Full extended medical benefits
• A supportive and collaborative internal culture.
• Diverse, smart, and talented co-workers.
• Collaborative, fun work environment where laughing and learning go together.
• Growth opportunity to same and other roles