Associate Account Manager (Seller Success)

September 11

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Back Market

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Keeping tech 📱 out of landfills and money in your wallet since 2014 🤑 Tech Reborn.

Vente de produits reconditionnés • Reprise de produits d'occasions • Service client aux petits soins • Marketplace • E-commerce

501 - 1000

💰 $510M Series E on 2022-01

Description

•Manage a portfolio of assigned seller accounts, and own Sales, Quality, Adoption and Satisfaction KPIs throughout seller journey •Gaining and maintaining subject-matter expertise on the refurbished devices industry and players, as well as the specific needs, pain points, and aims of your sellers •Creating, executing and iterating on strategic success plans customized to your sellers’ specific business needs and informed by measurable outcomes and objectives •Building relationships with key seller contacts to ensure high levels of adoption and satisfaction (think: ‘Always Be Helping;’ using a concerted communication strategy involving email, phone, video, text, social media, etc.) •Track seller performance and analyze trends using data and tools available in the Seller Portal, Salesforce, Tableau, etc. fluently •Gather seller feedback and identify opportunities and risks in the seller journey/experience, and collaborate with immediate management and teammates on possible solutions or necessary escalations •Work cross-functionally within Back Market to navigate critical milestones during the Seller Journey that require additional resources (intros to leadership, Product, technical support, etc.) •Conduct strategy calls, recurring business reviews, onsite visits/presentations tailored to seller use cases and business models

Requirements

•2+ years of experience in an account management role or sales role overseeing a book of business and leading customers through change management •Previous experience in an e-Commerce company or fast-growing start up preferred •Experience in resale is a plus but not a requirement. •SQL and/or Tableau experience a plus, but readiness to learn and hone analytics skills a must •Proven project management experience with success in managing deadlines, customers, and schedules •Demonstrated ability to resolve issues and maintain strong client relationships •Proven success managing clients on a Sales, Success, Implementation or Support team •Demonstrated ability and experience delivering compelling presentations and/or business reviews onsite or via web-conferencing to leaders, clients and executives •You are tech- and data-savvy: •You learn new tools quickly and deeply, and are always tracking down new ways to streamline, gain efficiency, and pick up new technical and data-analysis skills •You exhibit an extreme attention to detail and meticulous organizational habits •Excellent written and verbal communication skills. •Superb listening skills and the proven ability to dig deeper to uncover the seller’s true objectives •Time management skills and a strong sense of urgency, ownership and accountability •Orientation toward analytics and process improvement opportunities. •You are confident in business and technical conversations, and can break down complex concepts for anyone to understand •You are extremely perceptive and are highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality •Proactive and energetic attitude with the desire to be a key player on a results-oriented team in a fast-paced work environment •High level of empathy - it’s important for our SSMs to be seen as trustworthy and reliable both internally and externally •You are resourceful, scrappy and creative — if a playbook doesn't exist yet, you are excited to figure it out and build it for the whole team to use