Account Manager

About the Account Management Position:

The Account Manager will report to the Head of Account Management at Stord. This role is responsible for driving incremental revenue and value for existing Stord Customer relationships.  A key area of initial focus will be driving incremental revenue via upsell and cross-sell opportunities at existing customers. This role drives critical business objectives linked back to the company’s mission - Making our customers’ supply chain a competitive advantage.

What You'll Do: 

• Learn Stord’s business model and develop a deep knowledge of our products and top clients. 
• Own customer relationships at a strategic level, focusing on retention and revenue growth. 
• Act as customer advocate within Stord.
• Collaborate with all areas of the business, primarily with the Product Management to understand products, share customer feedback, needs and area of opportunity;  Marketing for  customer communications, sales materials and intelligence;  Sales to maintain a consistent customer transition to going live; finance on pricing, invoicing and strategy; Customer Experience team to ensure timely issue resolution and customer satisfaction; and Supply Chain to help continuously improve our customers’ operations.  
• Own key processes such as strategic account planning, customer value / ROI metrics, and customer discovery sessions.
• Execute on overall client renewal process.
• Drive pricing and customer exection for customer required price increases.
• Analyze data related to client performance, identifying trends and patterns, and using this information to make recommendations for improvements.
• Model Customer Obsession behaviors within Stord

What You'll Need:

• 10 years of experience in strategic relationship management roles, ideally in an e-commerce Supply Chain or Fulfillment company with technology supporting mid-market and enterprise clients
• Proven strategic relationship management and selling skills
• Deep knowledge of retail e-commerce, fulfillment and technology solutions
• Experience growing existing customers
• Customer obsession
• Bias for Action
• Critical thinking skills, hunger to learn and grow, curiosity and empathy
• Excellent communication, interpersonal, and organizational skills
• Ability to build rapport and influence others
• Ability to travel - 50 %