Senior Account Manager - Shopify Web Projects

Overview:

A brand new opportunity to join an incredible Shopify Plus Agency web build who specialise in building and working with household based e-commerce clients globally. The brand work on exciting projects and are looking for a new Account Manager to join the team due to growth.

Joining an existing team of 10, the Senior Account Manager is responsible for overseeing all Shopify development delivery within the agency (covering both project and retainer work). They are responsible for ensuring retainer client hours are fully utilised, while ensuring projects are delivered on time, and resourced appropriately.

Working remotely in a client facing role, the Senior Account manager will curate excellent client experiences. This role will set the standard and ensure the respective Project and Retainer teams deliver at this standard throughout.

The Role

The Senior Account Manager should be a Shopify expert and have a good working knowledge of 3rd party partners and solutions. This is a vital role within the Agency, and you will need to be a confident, approachable, people person.

Roles & Responsibilities

Projects

• Ensure projects are delivered on time and within scope
• Ensure projects convert to retainers and be the consistent client-facing
• Work with the Senior Leadership Team on process enhancements and rollouts and ensure that process is being followed throughout the Project Management team
• Attend Discovery sessions for new projects to support Project Managers and delivery teams

Retainers

• Support Account Managers in onboarding Clients
• Ensure processes are followed by the Account Managers and retainer pods
• Have an understanding of client priorities and work with the Account Managers to ensure clients wider business objectives are at the forefront
• Work with Account Managers to provide a proactive experience by Shopify experts
• Ensure tasks are planned in advance and work with Account Managers and Client Growth Director to identify opportunities
• Act as a “Account Director” for clients and lend a hand in their management

Client Experience

• Pioneer client experience and That Works tone of voice throughout the project and retainer pods
• Understand individual client needs and ensure That Works are providing the appropriate service to support this
• Understand that client experience trumps all and educate the wider Agency on the importance

Other

• Support the CEO, when required, with resource planning to ensure all squads are fully utilised
• Be an escalation point for both project and retainer clients, providing support to both internal Client Managers and That Works Clients
• Work alongside the wider Heads of Department to ensure alignment across all teams
• Keep up to date with 3rd party partners, and ensure Client Managers attend regular lunch and learn sessions

Requirements

The ideal candidate will have previous experience as an Account Manager, Project Manager or Delivery Manager within a similar agency environment.

- Knowledgeable in all areas of e-commerce and e xperienced with the Shopify platform (ability to speak confidently about both areas);

- Confident client facing and exceptional at client experience (have the ability to say no, give advice and support if there is a better route or solution);

- R esponsible, considerate and be able to line mange effectively;

- A team player with the ability to context switch quickly, when required.

Schedule:

• Flexitime
• Monday to Friday

Work Location: Remote (we will consider candidates based in the UK and Europe).

Salary: £36,000 - £45,000 per annum