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Responsibilities
About the role: The Account Expert role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organizational stakeholders and a research-based mindset.What you’ll do @Omnisend:Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customersProactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accountsOnboard 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 channelsBe proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely mannerProvide best practices to ensure clients are achieving their business goalsRegularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalationKeep merchants up to date on product releases and new featuresContribute feedback to Product/Engineering on platform improvements to enhance customer engagementConduct QBRs, establish quarterly goals for customers and help achieve themDocument troubleshooting and problem resolution stepsWe expect that you’ll bring:1-2 years of customer success-related experienceAn 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 customersFluency in English languageExperience and comfort discussing business and sales topics with clients during renewal or cancellation conversationsExcellent communication skills via chat, phone, video conference, email and comfortable to use Wechat as communication toolStrong time management skills and clear sense of ownership and independent working abilityAn understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other e-commerce and marketing platformsExperience in e-commerce, SaaS, project management -or- marketing, and advising customers on marketing strategy is a plus!What we offer in return:Gross salary starting from 1200 EUR/month based on experience + commission depending on individual results An unlimited learning budget for self-improvement complying with the best interest of OmnisendWorking methods and best practices inspired by the best tech companies in Silicon ValleySenior colleagues that enable us to have a high-performing, productive environment where your growth will acceleratePrivate health insuranceRemote work possibilitiesUnlimited access to psychotherapyA workstation budgetPersonalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year)Attractive workations and team-led team-building eventsOmnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless — no learning curve required.Award-winning 24/7/365 customer support? Check. A platform trusted by growing brands and seasoned pros alike? Absolutely. The idea that “great marketing needs to be expensive”? Our 150,000+ customers prove that wrong every day.
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