Account Manager in London

Meet Domaine, the world's largest independent Shopify design and development partner, formed by the union of Half Helix and Tomorrow. We are a team of commerce experts dedicated to creating, building, and growing beloved brands. As pioneers in our industry, we are inspired to write, break, and re-write the rules for a new generation of commerce.

We are seeking a highly motivated and skilled Account Manager with enterprise and mid-market sales experience and customer success expertise. The Account Manager is the client champion within the agency, liaising between the sales and production teams to ensure client satisfaction while also uncovering potential upsell opportunities. The Account Manager is introduced at the final stages of the sales cycle, working with the sales team to kickoff the project while ensuring complete knowledge transfer. While the project is in production, the Account Manager schedules regular check-ins with their clients to ensure client satisfaction and monitor project health all the way through launch. They are responsible for informing the client of the agency's ongoing service offerings and retaining clients through Growth Retainer Workstreams. They will work with the project teams to demonstrate the value of Domaine through strategic initiatives based on the client's goals. The Account Manager oversees Domaine's mid to large Clients, with a focus on growth and long term partnerships. The ideal candidate has excellent communication and customer service skills with a strategic mindset to understand the business goals of both the client and the agency.

Responsibilities

• Serve as the point of contact for the client, conducting regular check-ins and handling escalations and upsells.
• Identify new client opportunities and act as liaison to pitch clients on such opportunities.
• Work with the production teams to appropriately resource client needs.
• Collaborate with production teams to develop strategic recommendation briefs on par with agency standards taking into consideration best practices and client goals.
• Collaborate on and run Growth Councils.
• Collaborate with design and production departments to communicate strategy, review concepts and develop client presentations.
• Present upsell opportunities as appropriate.
• Act as a backchannel to communicate production team's concerns to the client.
• Identify and solution project risks in collaboration with the production team.
• Fully understand the client objectives and project goals and articulate them clearly.
• Work with the project teams to monitor project risks and scope creep to foresee/identify potential problems and proactively identify solutions to address them in advance.
• Consistently identify needs that clients may not recognize and ensure approaches and solutions are linked to objectives and future needs.

This role will require some travel to company and client locations. Travel time may be outside of working hours.

Qualifications

• Excellent communication, public speaking, and customer service skills.
• A passion for people, digital platforms and ecommerce.
• Good technical skills and familiarity with the fundamentals of web development.
• Familiarity with web design and usability best practices and trends.
• Comfortable working in Google Apps (Docs, Sheets, etc), Microsoft Office Suite, Figma and Hubspot.
• Able to learn other tools (Jira, Slack, Teamgantt).
• Positive Attitude: enthusiastic and able to contribute at any given stage throughout the process; actively takes the lead on a given task and can pitch in wherever help is needed.
• Excellent written and verbal communication skills; able to confidently express ideas and also knows when to listen.
• Excellent organizational and time management skills.
• A desire to learn and grow with the agency!

Skills & Experience

• 4-6 years prior experience working in a sales or account management role in the ecommerce or tech industry. Preference given to candidates who have demonstrated prior experience working on Shopify projects or with agency experience.
• Strong understanding of business and functional requirements.
• Understanding of third party applications, platforms, and integrations.

Competencies

• Excellent verbal, written, presentation and interpersonal communication skills.
• Self-motivated, detail-oriented.
• Level-headed and positive attitude under pressure.
• Ability to manage workload and meet deadlines.
• A passion for learning new skills.
• Strong web and Mac desktop skills.

Perks & Benefits

• Competitive Healthcare with Dental & Vision.
• Retirement savings plan with employer matching.
• Competitive PTO policy with paid time off at end of year.
• Flexible working schedule.
• Remote-first culture.
• Home office stipend.
• Apple gear.
• Continued education and personal development opportunities.

We are an Equal Opportunity employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.