Retail Partner Account Manager

Porch   •  

Seattle, WA

Industry: Consumer Technology

  •  

Less than 5 years

Posted 32 days ago

As the Retail Partner Account Manager, you will be responsible for end-to-end account management of our biggest retail and ecommerce partners to ensure a consistent, fluent, and always improving customer experience. A strong Account Manager will partner closely with the program manager for our strategic partnerships, mutual finance and customer support teams, and other business stakeholders to drive results.

Responsibilities:

  • Work closely with the Retail Program Manager over end-to-end account management of key retail partners
  • Establish relationships with customer support, and financial/account management leaders internally and externally
  • Advocate for the customer experience and flag/prioritize issues
  • Track open items with partners and project manage timely resolution working cross org with Porch teams
  • Daily order management and QA/QC across the program
  • Triage any partner issues that occur and conduct deep dive analysis working with Porch teams to drive timely resolution
  • Monitor SLAs and overall program performance
  • Field, investigate, and resolve escalations
  • Monitor messaging centers, social media accounts, and other claim/dispute/resolution centers
  • Set up partners with finance and manage monthly invoicing process
  • Develop and maintain a thorough working knowledge of the contractual agreement and terms
  • Provide ongoing communication to key stakeholders to ensure they are aware of status and changes

Preferred Qualifications:

  • 3-5+ years' experience in strategic account management, consultative selling, project management, business development, or other strategic partner-facing roles
  • A strong understanding of retail and ecommerce operating models
  • Strong analytical skills (e.g. Excel and SQL) to report business performance and recommend business decisions
  • Proven project management skills to organize and manage multiple projects and activities at the same time
  • Proactive by nature to identify problems and analyze the situation
  • Tenacious focus on customer experience
  • Demonstrated ability to move fast in an entrepreneurial environment
  • Track record of developing collaborative relationships that result in strong joint business results
  • Ability to work independently in highly ambiguous environments, with both technical and business groups internally and externally.
  • Comfortable navigating large matrixed partner organizations
  • Demonstrated strong communications skills including presenting to groups, powerful written communications and ability to simplify complex information
  • Previous relationship management experience & excellent social skills (written and verbal)
  • Demonstrated ability to put yourself in the shoes of customers to drive improvements
  • Demonstrated strong attention to detail
  • Bachelor's Degree