Account Expert (US)

What you’ll do @Omnisend:

• Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customers.
• Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts.
• Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels.
• Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner.
• Provide best practices to ensure clients are achieving their business goals.
• Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation.
• Keep merchants up to date on product releases and new features.
• Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement.
• Conduct QBRs, establish quarterly goals for customers and help achieve them.
• Document troubleshooting and problem resolution steps.

We expect that you’ll bring:

• 1-2 years of customer success-related experience.
• An understanding of what the main digital marketing metrics are and what is driving their trends (opens, clicks, conversions).
• A proven track record of creative problem-solving for customers.
• Experience and comfort discussing business and sales topics with clients during renewal or cancellation conversations.
• Excellent communication skills via chat, phone, video conference, email and comfortable to use other communication tools.
• Strong time management skills and clear sense of ownership and independent working ability.
• An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other e-commerce and marketing platforms.
• Experience in e-commerce, SaaS, project management -or- marketing, and advising customers on marketing strategy is a plus!

What we offer in return:

• Competitive salary and bonus structure (starting from $72,000 USD/year)
• Experience working with a motivated and high-achieving team at a growing tech company
• Working with experienced team members and amazing customers across the world
• Working methods and best practices inspired by the best tech companies in the technology industry
• Training and onboarding to help you get setup for success at Omnisend
• Experienced colleagues to learn from and top-notch equipment to get your work done effectively. Most of our team runs on Macbooks, but if you prefer a PC we won’t judge
• An open office in beautiful Charleston, SC. Our team works both from the office and from home. Whatever setup allows you to do your best work
• An unlimited learning budget complying with the best interest of Omnisend
• 25 days of PTO annually, flexible working hours, and remote work possibilities
• Great company paid health insurance included (100% of the employee premium as well as 100% of out of pockets maximums up to $4000/year per person or $8000/year covered for your family) Yes - you read that correct - 100% of your health insurance and out of pocket costs are covered by the company
• Fully-covered Supplemental Benefits: Short-Term and Long-term Disability Income, Life Insurance
• Unlimited access to personal therapy sessions
• Personal workstation budget
• 401(k) retirement plan: Omnisend will contribute 5% of your salary to your 401k account regardless if you contribute or not
• Personalized work anniversary gifts, such as house cleaning, spa treatments, international flights etc.
• International workations and team-led team-building events both in the US and around the world