Account Management Team Lead - SMTP

Client Services Ottawa, Ontario Montreal, QC Remote - Canada


Description

Account Management Team Lead - SMTP

The Team Lead of Account Management is a hands-on, player-coach role that has a pivotal role in protecting the revenue of our managed customers. This role requires someone with knowledge of email marketing strategies, email deliverability best practices, analytical aptitude and excellent interpersonal communication skills. They will have supervisory and managerial responsibility for onboarding, coaching, customer escalations and performance improvement.

The Team Lead will be responsible for managing their assigned clients, to include monitoring usage,  customer retention, contract renewal, and ensuring they are working with customers to optimize sending strategies in order to meet their expected ROI.   In addition they will be responsible for managing, training, and developing a small group of  SMTP Account Managerson.  This role will ensure the team members can successfully navigate revenue impacting and escalated situations. 

To be successful in this aspect of the role, the Team Lead must demonstrate excellent judgement, leadership, and time management skills, as well as the ability to juggle competing priorities while continuing to support their clients, team and company. The Team Lead will work to develop strategies to improve the team’s ability to build relationships and retain and grow  revenue. They are calm under pressure, perform well in the hot seat and radiate positivity with their clients, on the team and within the company. The ideal candidate has a passion for client services and for helping others succeed. 

Responsibilities

  • In strong partnership with the Head of Client Services and GM of SMTP the Team Lead will manage the AM team to ensure optimal results of all monthly/quarterly KPIs.
  • Responsible for managing, training, and developing a small team of Account Managers responsible for SMTP retention, existing customer growth, product usage and delivery services.
  • Responsible for the account performance and overall client satisfaction for managed customers.
  • Build an effective partnership with the SMTP Support Lead to ensure overall customer satisfaction, effective client support, and ongoing communication to customers.
  • Develop a relationship with the SMTP Sales Team Lead in order to ensure customers are set up for success from day 1 and continue to expand their relationship with SMTP.
  • Work with customers directly to address issues and proactively engage for feedback to ensure overall account health.
  • Accountable for all retention and revenue of the SMTP managed customers.
  • Build a close relationship with the Head of Client Services and GM of SMTP to ensure proactive communication of all potentially revenue impacting situations, reporting on risk assessment, and partner on initiatives to improve the overall business performance and results.
  • Collaborate with the product team on features and enhancements to help improve the customer experience and provide areas for revenue growth.
  • Liaison with engineering and deliverability teams to facilitate issue investigation and resolution.
  • Work with the Head of Client Services and marketing to develop appropriate messaging, collateral and presentation material.
  • Cultivate a positive working relationship with all assigned accounts in order to support and grow revenue.
  • Responsible for having a deep understanding of assigned clients’ business and their overall goals with SMTP.  
  • Manage the AM team and ensure effective/efficient processes are in place in order to set customers, AMs, and our company up for success, including 1 on 1s and team meetings.
  • Ensure clients’ messages are optimized to achieve the high open and click rates, consistent inbox placement, and to maintain low spam complaint rates
  • Assist clients in interpreting the results of their campaigns and make appropriate adjustments.
  • Be the voice of the customer to other departments to ensure clients are being supported.
  • Ambassadors for change, identifying areas we need to evolve our services or process
  • Act as a point of escalation for clients
  • Own and execute specialized client or revenue impacting projects
  • Other duties as assigned
  • Limited travel (less than 10%)

 

Required Experience:

  • 2-4 years in the fields of Account Management in software or other solutions-based offerings (preferably SaaS).
  • Proven success in a management role.
  • Subscription renewal/revenue/retention experience
  • Ability to work well in a fast moving team environment with multiple stakeholders and agendas
  • Excellent communication skills; building quick rapport over phone, video conference, email and presentation
  • Self-motivated. Does not require constant direction by management team
  • Ability to easily diffuse internal or external issues with confidence
  • Email marketing/online marketing/channel experience preferred
  • Data analysis, time management, resourcefulness, flexibility, and follow up skills are a must.

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