Senior Account Manager

Job Description

About Avex

Avex is a rapidly growing eCommerce agency that partners with merchants in the fashion, lifestyle and premium products space. From high-growth DTC brands to enterprise, we have partnered with companies such as: Khaite, Quip, KITH, Stoney Clover Lane, Love Shack Fancy, LVMH, Arizona Beverages, TAG Heuer, Hugo Boss, Enjoy Life, Mondelez, O'Neill, Serta Simmons Bedding and many others. We design, build and optimize eCommerce experiences on Shopify Plus for global brands.

Our Values

BUILD our clients’ businesses, INSPIRE our employees to grow, CHALLENGE the norm, and DELIVER on our commitments.

We design and build digital commerce experiences that connect brands to people through creative, technology and culture. We believe that our work should not only produce amazing results for our clients but should also be fun and rewarding for our team. Avex believes in a strong work-life balance, not just churning out projects. The happier our team is, the more enjoyable the experience is, and the better the results will be for our clients.

We ensure that our team members and partners possess these traits. We feel that it is important to prioritize these core values over everything else. This allows us to deliver results for our clients, as well as a safe and fun work environment.

• Teamwork
• Passion
• Respect
• Talent
• Accountability
• Resourcefulness
• Radical Transparency
• Visionary

Role & Responsibilities

The Senior Account Manager role is critical to the success of our agency and client relations. They are responsible for managing a portfolio of client accounts, serving as the primary point of contact in escalations, and ensuring client satisfaction. As an Account Manager, you will collaborate with internal teams to develop strategic account plans, identify opportunities for growth, and drive revenue

• Primary Client Contact & Advocacy:
• Cultivates and maintains strong relationships with clients, understanding their needs, objectives, and challenges.
• Serves as the voice of the client within the organization, advocating for their needs and ensuring expectations are met or exceeded.
• Develops and maintains a weekly and monthly schedule of required meetings to attend with the Client based on the need for support, oversight, and opportunities.
• Focuses on the overall client journey and experience, gathering and analyzing client feedback.
• Manages client advocacy programs and initiatives, building and maintaining a community of loyal clients.
• Identifies and promotes client success stories with Internal Marketing Managers on the Website, LinkedIn and/or Client Newsletters.
• Actively engages in building professional relationships within the industry and with our clients by visiting client offices, collaborating with marketing to coordinate client events and attending partner events where our clients are in attendance. 
• Identifies potential red flags and manages escalated issues that may impact revenue. Addresses client concerns in a timely and effective manner, working collaboratively with internal teams to resolve problems and deliver solutions.
• Onboarding & Strategic Guidance:
• Oversees client onboardings, transitions and offboardings, delegating tasks to Project/Program Manager when necessary and ensuring that all parties have received what they need and are on track to succeed.
• Collaborates with the Project/Program Manager to integrate partner services, with support from Partnership Managers. 
• Provides high-level training and ongoing support, ensuring that clients achieve their e-commerce goals and feel our support.
• Works closely with Project/Program Managers, when needed, on client task executions and resource allocations.
• Strategic Account Planning: 
• Co-Create and manage client evaluations.
• Collaborates with Data Analysts and Strategists on qualified Tier Accounts to gather & interpret client data and metrics, informing Retention, CRO, Cross-Sell, Up-sell and Business strategies and supporting Project/Program Managers
• Leads Quarterly Business Reviews, in collaboration with the account’s Program Manager, providing strategic advice to optimize clients’ e-commerce operations, focusing on improving conversion rates, customer retention, and overall sales performance.
• Following Quarterly Business Reviews, works with Program Managers to develop strategic account plans that achieve sales targets and business objectives. 
• Performance Monitoring:
• Oversees the creation and management of reporting dashboards, referencing the client’s internal and external KPIs.
• Ensures any issues identified in reports have resolution plans in place.
• Tracks key performance metrics on a monthly basis and provides regular reports to clients.
• Renewal, Upsell, Cross-Sell & Referral Management:
• Manages contract renewals, working to ensure a high renewal rate while addressing any potential churn risks.
• Identifies opportunities for upselling and cross-selling and handles all renewal and project agreements on assigned accounts.
• Effectively manages and tracks multiple deals simultaneously, ensuring that each deal progresses efficiently through the sales cycle. 

• Education: They will implement best practices & stay up to date with ecommerce and department related trends/tactics.

• Hiring: They may be responsible for interviewing, onboarding and training any new Account Managers that join their team. They may review applicants, create skills tests and report any onboarding improvements/requirements to HR for execution. 
• Mentorship: They may have a team that they are responsible for. They will provide mentorship and build camaraderie within their team. 
• Coordinate 1-1 Check-Ins
• Lead Performance Reviews
• Department Optimization: They will identify, strategize & document improvements that can be made to the processes, services and deliverables that their team is responsible for. They will also ensure all updates are reported in the Change Management Log and properly implemented and communicated to the team.
• Training & Development: They may design, deliver, and evaluate training programs and career development initiatives, identify training needs, and collaborate with subject matter experts to provide employees with the resources and support needed to achieve their full potential.

Requirements

We have expectations and so should you. We want to make sure we’re aligned on what is expected from both sides.

• You have 4+ years experience in Account Management
• You're familiar with Shopify and Shopify Partners
• You will travel for events and client meetings
• You’re passionate about eCommerce, technology and/or design.
• You hold yourself and others accountable.
• You’re competitive and love winning as a team.
• You have high standards and expect the same from your team.
• You understand we're a growing company and everyone wears multiple hats.
• You understand that there will be “easy weeks” but also “busy weeks” where we need to help each other out.
• You can work autonomously without being micromanaged.

Benefits

Working at Avex

• We offer unlimited PTO
• We offer remote or flexible working
• We value work-life balance
• We reward people based on their accomplishments and contributions
• We strive to make a difference in our clients' businesses
• We take burnout seriously and do our best to monitor it
• We treat people like adults, as long as they treat others with the same respect
• We have extremely high standards
• We're highly competitive in the industry and we love winning as a team
• We prioritize people over profits
• We donate a percentage of revenue to No Kid Hungry

Compensation and Benefits

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

• 401K with company matching
• Remote (Optional / Hybrid)
• Untracked PTO and sick days
• Paid holidays
• Monthly WiFi & Wellness stipends
• Yearly Training & Office Equipment stipends
• Aetna Healthcare, Dental, Vision