ChannelAdvisor Corporation

Manager, Account Services

Job Locations US-NC-Morrisville
ID
2021-3692
Category
Services
Type
Full-Time

Overview

We are seeking a Manager, Account Management to join our NA Services team. This role will manage a team of account managers with a focus on managing relationships with existing customers.  This role will also build relationships to accomplish two main goals:

  • Customer renewal – ensure customers are achieving an appropriate return on their investment and are happy with our products and services
  • Customer growth – work with customers to design and implement account plans to help customers achieve their ecommerce business goals  on ChannelAdvisor

                                                                                            

Responsibilities

  • Building a strong account management team to achieve renewal, revenue and growth targets in the region, and to ensure consistency across teams, training and development of all team members
  • Leading, coaching and supporting the team to consult and design account plans to help customers meet their ecommerce goals. 
  • Coach the team to look at their clients holistically and not just by the products they purchase today.
  • Developing a strategic understanding of your team’s vertical categories so that the Account Managers can guide and better align with their client’s ecommerce business.
  • Ensuring the entire portfolio of customers are utilizing all the appropriate features in the ChannelAdvisor Complete software
  • Maintaining high renewal/ low termination rate in the region by maintaining regular communication and actively monitoring any at-risk situations
  • Maintaining a close relationship with key accounts and ensuring customer success  and satisfaction. This will be achieved through regular and consistent communication and on-site visits with client contacts in a proactive capacity
  • Communicating expertly at all levels, up to high-level execs at top ranked IT accounts, as well as with upper management and SLT internally
  • Delivering on strategic and execution responsibilities in a skillfully and professional manner, while meeting deadlines
  • Forecasting the team’s renewals, expansions, contractions and credits with as much accuracy as possible.  
  • Coaching the team on how to forecast as well as ensure they are recognizing all expansion opportunities within their client set.
  • Leading the team by demonstrating assumption of positive intent with clients and within ChannelAdvisor.
  • Collaborating with other ChannelAdvisor department managers as necessary to help improve processes and build collaboration to help measure and/or increase clients’ success. Seen as a knowledge resource and leader within the company

Qualifications

Our values are Passion, Curiosity, Collaboration and Persistence. Candidates should possess:

  • BS or BA degree required
  • Experience working with large and small retailers, and providing advice and direction to management-level contacts.
  • Proficiency with reviewing data sets and quantitative analysis
  • Proficiency using Excel, flat file, and MS Office applications
  • Proficiency in conducting demos of web-based applications (SaaS)
  • A minimum of 2 years in an account management lead position
  • A minimum of 5 years in a related account management position
  • A strong customer service orientation and the ability to form long-term customer relationships   
  • Previous experience in at least one segment of online shopping/marketing channels, such as Marketplaces, Search or Comparison Shopping is a plus. (Preferred)

The ChannelAdvisor Experience

Together We Win

We take a whole-person approach to engage and support our ChannelAdvisor team. We believe the diversity of our global team is an advantage. If you’re curious, innovative, determined, and customer-focused, then you’ll love the challenge and rewards of collaborating as a team to help our customers win. We offer competitive salaries, commission, and short-term incentive programs that recognize your hard work and results. Because when our customers win, we win. And when we win, you win.

Work Where It Works

You’ll have the flexibility to have a working arrangement that works best for you, and serves the needs of our customers and our business. With your manager, you’ll decide on a schedule and work location that sets you up for success. You can choose to work in the office of your assigned location, your home office or both. And if things change, no problem. Just work it out with your manager.

Take Time to Recharge

The ChannelAdvisor team has a passion for going above and beyond. Taking time away to recharge is important so you can bring your best. We offer programs that provide you flexibility and time away. We offer competitive health care and wellness programs, generous paid time off and programs for new parents that help you make work fit into your life — and not the other way around.

Give Back To Our Communities

We care about our communities. Our Day to Give Back provides you one day each year to volunteer in your community for an organization or cause that is important to you, and therefore, important to us too.

We’re Growing, Come Grow With Us

We’re growing. So that means there are opportunities for you to grow too. We work to create an environment where everyone who is committed, works hard, and delivers results can thrive and grow. You can connect with one of our employee resource groups and support our diversity, equity and inclusion task force, network with like-minded ChannelAdvisor team members, and showcase your leadership skills. Our focus on internal career growth is intentional. Our professional development stipend and learning and development offerings help you build the skills and connections you need to move forward in your career. Plus, our Leadership Academy offers in-house management development classes to grow our leaders from within.

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