Head of Merchant Accounts & Operations

The Director of Merchant Account Management & Operations is a very strategic and multidimensional role for someone who possesses multiple super powers. We’re looking for an individual who excels in both growing and scaling key account relationships as well as establishing operational processes to ensure we’re executing for our clients. The Kard AM team has grown to support a wide breadth of clients while not only managing upsells but also all operational aspects of campaign execution, and your primary responsibility will be to bifurcate these into 2 roles and grow teams to support each function. You will also work closely with the VP of Merchant Sales to own the sales operations function and ensure the AM function is executing towards current client revenue targets. If you have years of experience in each of these disciplines, are exceptional at prioritizing various work loads, and are motivated by having an outsized impact for an organization, this could be for you!

Responsibilities

• Manage a team of Account Managers
  • Lead & manage our existing team of three with plans to grow as our account volume increases from an expanding sales team
  • Ensure excellence across every step of the lifecycle of an account, from pre-sales to post-campaign analytics
  • Support and engage with our biggest enterprise accounts, helping to expand the relationships and value we bring
  • Lead the charge of transitioning our Account Management team away from operational campaign management to quota-bearing, value-driving Account Managers
  • Be the voice of our client for internal stakeholders, especially product and marketing
  • Work closely with cross-functional internal teams to shape our campaign deliverables, processes, and more
• Oversee the deployment of an outsourced AdOps team
  • Design and deploy an outsourced Ad Operations function that removes all the operational campaign tasks from our AMs so they can focus on driving revenue
  • Develop a system that scales for campaign task management inclusive of how this team interacts with the Merchant Account Management and Merchant Sales teams
  • Decide on KPIs and reporting that ensures not only that are our clients are getting the service they need, but that we’re holding our vendors accountable to SLAs as well
  • Hire and lead a dedicated Ad Ops program manager to manage day-to-day operations
• Manage Sales Ops & Enablement
  • Lead the Sales Operations Manager
  • Support and influence the vision for architecting our Sales and AM tech stack
  • Directly own and create all sales enablement materials across Sales and Account Management, then scale and manage the function as we grow

Desired Skills

• 8+ years managing a customer success or account management book or team with quota-bearing roles at an adtech company, ideally including the following:
  • 2-3+ years in a quota-bearing leadership role
  • 1-2+ years in an operations role
• A thorough understanding of and opinions on industry best practices for campaign strategy, measurement, and performance (e.g. ROAS, pre/post analytics, etc.)
• Strong coaching skills — we hire very carefully and are serious about our commitment to our team’s career development
• Hands-on mentality — you’re someone who wants to understand the details of jobs you oversee and can easily step in to do them if a rep leaves or needs support (while also understanding it is not your job to do your team’s job)
• Superb client presence — you’re well-spoken and proactive in doing what it takes to deliver the best possible experience to our accounts
• The ability to both see the big picture and dive into the details to fix a process — we’ll hand you the tools and the current processes, and you’ll have full ownership of what each looks like going forward
• Experience in a fast paced, Series A or Series B startup environment, where systems and processes still need to be built, improved, and productized with your guidance