Job Description
Role Overview
The Retailer Account Associate will play a critical role on the Emerging Retail Success team by helping grow our retail partnerships, troubleshoot retailer issues, and enhance our internal processes. This role focuses on processing a high volume of inbound retailer inquiries through Jira, using established playbooks or working cross-functionally to resolve inquiries, and documenting solutions as we build retailer playbooks and new training resources.
What You’ll Do:
- Process inbound retailer inquiries via Jira: monitor and manage tickets; use our tooling to resolve the retailer’s need or work with cross-functional teams via Jira, Slack, or Email
- Help retailers improve their e-commerce business and increase sales through our platform, and help educate their teams
- Address operational, logistical, and regulatory support requests for all retail accounts to drive long-term success
- Discover areas of growth when helping a retailer; communicate and document those opportunities with your team
- Ensure all Jira tickets, Salesforce account pages, and other tools are thoroughly updated and accurate; report issues when they arise
- Help document processes, routines, and Jira playbooks to streamline internal processes and provide consistent, human-centric retailer account management
- Optional: build internal solutions using existing AI tools and automation platforms
What You Bring:
- Organization & detail-oriented: proven ability to manage multiple projects and shifting priorities with strong personal accountability
- Tech proficiency: comfortable in Google Suite (Docs, Sheets, Slides, Gmail, Calendar), Slack, Salesforce, and Jira
- Problem-solving mindset: experience with process improvement, managing ambiguity, and collaborating across departments
- Communication skills: strong interpersonal skills for working internally and externally with retailer clients at all levels; excellent written and verbal communication
- Flexibility & drive: comfortable in a dynamic environment with rapid change and aggressive timelines
Desired Qualifications:
- 1+ years of experience in B2B account management, sales, or remote support; experience in retail, grocery, or alcohol industries is a plus
- Familiarity with technical onboarding or support
- Experience using (or strong interest to learn) AI template builders or automation platforms
Contract details: 6-month contract (term may extend based on business needs), fully remote within Canada, 37.5 hours per week, availability Monday–Friday during business hours.
