Account Expert (South America)

About the role

You will act as a primary advisor for our high-value ecommerce clients, helping them grow their revenue through strategic marketing. This role focuses on building long-term partnerships, guiding merchants through platform onboarding, and ensuring they reach their business objectives. You will own the strategic advisory relationship, translating complex platform capabilities into clear actions that move the needle on revenue. A core part of this position involves proactive communication where you will anticipate client needs and remove obstacles before they escalate. You will leverage data to drive conversations, ensuring every recommendation is grounded in measurable outcomes. This position requires a high level of ownership, as you will be the main point of contact for critical strategic initiatives. You will work closely with internal stakeholders to ensure client satisfaction and retention. Ultimately, you will be responsible for the success of key accounts, directly impacting their growth and the strength of the Omnisend brand in the region.

Key facts

What you'll do

• Serve as a trusted advisor to top-tier customers to drive their success through strategic marketing guidance.
• Create and implement digital marketing strategies that increase merchant revenue and improve customer lifetime value.
• Manage the full onboarding process, including contact migration, domain warmup, and initial campaign setup to ensure a smooth start.
• Maintain a regular cadence of strategic check-ins and provide prompt responses to client inquiries to build trust and alignment.
• Monitor customer performance dashboards to resolve issues in real-time and manage escalations with precision.
• Update clients on new product features and platform releases, highlighting how these can be leveraged for better performance.
• Relay customer feedback to the engineering and product teams to influence platform development and feature prioritization.
• Lead quarterly business reviews and define performance goals, identifying growth opportunities and optimization areas.
• Maintain detailed records of troubleshooting and resolution steps to ensure consistency and facilitate knowledge transfer.
• Analyze campaign performance data to identify trends, insights, and areas for experimentation to boost conversion rates.
• Guide merchants through best practices for list segmentation and automation to enhance engagement and retention.
• Act as the primary escalation handler for complex client issues, coordinating with cross-functional teams as needed.
• Drive adoption of advanced Omnisend features, ensuring clients maximize the platform's capabilities for their specific use case.
• Support the development of internal playbooks and documentation based on real-world client interactions and success stories.

Requirements

• 1-2 years of experience in customer success, demonstrating a track record of supporting high-value clients.
• Ability to interpret digital marketing metrics such as open rates, click-through rates, and conversions to inform strategic decisions.
• Demonstrated history of creative problem-solving for clients, finding tailored solutions to unique challenges.
• Full professional fluency in English is mandatory for clear communication and documentation.
• Experience managing business and sales discussions, including renewals and cancellations, with confidence and professionalism.
• Proficiency in communicating via email, video call, phone, chat, and WeChat to engage with diverse stakeholders.
• Strong time management skills and the ability to work independently while managing multiple priorities in a fast-paced environment.
• Familiarity with Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and ecommerce or marketing platforms to operate effectively in the tech stack.
• A proactive mindset with a strong sense of ownership, willing to take initiative to drive projects to completion.
• Excellent written and verbal communication skills to articulate complex concepts in a simple, actionable manner.
• Comfort working with CRM and analytics tools to track interactions and derive insights for client growth.
• Willingness to collaborate closely with product and engineering teams to provide constructive feedback based on client needs.
• Commitment to maintaining a high level of professionalism and empathy in all client interactions.
• Ability to adapt to changing priorities and learn new tools or processes quickly in a dynamic SaaS environment.

Nice to have

• Prior experience in SaaS, ecommerce, project management, or marketing strategy consulting to hit the ground running.

Practical notes

• Gross salary starts at 1200 EUR per month plus performance-based commission.
• Benefits include private health insurance, unlimited access to psychotherapy, and a workstation budget.
• Includes an unlimited budget for professional learning and development.
• Offers remote work flexibility, periodic workations, and team-building events.
• Provides personalized work anniversary rewards such as travel or home services.
• This role is fully remote with no mandatory office location, allowing you to work from South America.
• There may be periodic workations and team-building events organized by the company to foster collaboration.
• The position requires reliable internet connectivity and a suitable workspace to perform duties effectively.
• Candidates must be available during core business hours to align with overlapping time zones as needed.
• Professional development opportunities are funded, encouraging continuous learning and skill enhancement.