As the Gooten Strategic Account Manager, your primary goal is to maximize the revenue potential with Gooten’s largest accounts through building and nurturing value-driven relationships. You will act as the primary point of contact, aligning company offerings with key account needs and goals. By coupling your understanding of the business model, goals, and objectives of your accounts with market trends and competitor activities, you’ll identify opportunities to upsell and expand business partnerships, driving measurable revenue expansion and retention. You’ll also serve as the first and key line of defense against churn and address customer service escalations as needed as part of an overall client retention strategy.

You will collaborate with cross-functional teams (strategic operations, finance, growth, product & technology) to ensure the successful delivery of client initiatives and address client concerns. You’ll develop and execute strategic initiatives, set goals aligned with client objectives, and provide insights and recommendations based on industry knowledge. Through proactive monitoring of account performance and regular reporting, you’ll contribute to the overall success of both the client and Gooten as an organization.

How you’ll power eCommerce:

  • Identify new business opportunities and effectively upsell Gooten products and services.
  • Develop, implement, and lead the growth and client relationship management strategy for each strategic relationship you manage, including qualifying and quantifying the opportunity for growth.
  • Establish a comprehensive understanding of both the addressable market and competitive landscape within the accounts you oversee.
  • Establish, maintain, and grow customer relationships at all levels, including the C-suite.
  • Communicate with key clients to monitor expectations and satisfaction across both tactical updates and key strategic developments at Gooten.
  • Understand the profile of the individuals on the other side of the table, identify the decision makers, and build a strategy that targets and services those people correctly.
  • Proactively assess, clarify, and validate customer needs on an ongoing basis.
  • Establish efficient internal and external communication channels and liaise between key clients and internal Gooten departments; partner with internal resources in order to drive additional value and expertise for customers.
  • Monitor sales performance metrics and facilitate timely interventions if needed.
  • Perform recordkeeping, as well as preparing sales forecasts and reports.

You should have:

  • 3-5 years of experience in customer-facing roles, with at least one prior role in strategic account management
  • 3-5 years of experience in eCommerce, with a preference for candidates who worked to manage complex client relationships in a technology & service provider role
  • Ability to craft presentations that resonate with internal & external audiences
  • Project management skills, with a focus on delivering against customer initiatives and growth goals while orchestrating internal resources; must be able to clearly set and communicate expectations with clients while maintaining awareness of and diligence overuse of company resources and internal timelines
  • Able to operate in a dynamic and high-velocity environment and rapidly respond to your international customers’ needs and requests.
  • Previous experience working in Series A/B stage startups; confidence in dealing with ambiguity and resource constraints common at growth-stage companies
  • Demonstrated track record of revenue/growth results in previous roles with the ability to provide tangible examples of upsells / contract expansions won
  • Track record of successfully engaging, influencing, and building long-term relationships with c-suite executives, business owners/operators, and other key points of contact in leadership roles at medium and large-sized businesses
  • Demonstrated track record of revenue / growth results in previous roles with the ability to provide tangible examples of upsells / contract expansions won

Important things you should consider:

  • This is a fully remote role.
  • Occasional travel may be required to visit clients and/or attend internal offsites. Travel can be both domestic (US) and international.
  • OTE range is $110,000 – $210,000
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