The Bumpa Advisor – Account Manager is not a traditional account manager role. This is a strategic growth role where you will work as a business advisor and growth partners to high-performing merchants using Bumpa on our Growth, Scale, and Premium plans. You will help them grow faster, sell smarter, and scale using Bumpa.
Your mission is to drive revenue expansion, retention, product adoption, and long-term merchant growth using data, e-commerce expertise, and proactive engagement. You’ll make business decisions, onboard new merchants, build relationships with new and existing merchants through consultative guidance, performance reviews, and data-driven growth plans while delivering an extraordinary merchant experience.
Your efforts will ensure that merchants subscribe, adopt, embrace and expand the use of our app. We’re looking for self-motivated, hard-working individuals with a track record in Customer Success/Account management roles in the B2B/SaaS space. We offer an exciting role in a fast-paced and fun SaaS company!
Job Details
- Manage and track assigned paying merchants' 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's 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 by 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
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