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