Job description
Company Overview
CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. Learn more at commerceiq.ai.
The Role:
The Account Director at CommerceIQ will be a strategic leader responsible for driving customer satisfaction, adoption and retention. This role values a deep understanding of the CPG / retail industries, exceptional leadership skills, and the ability to manage complex customer relationships at the executive level. The ideal candidate will be passionate about customer success, demonstrate commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes.
This is a unique role in that it is part Customer Success and part Product Manager as you help us invent AI-driven CS. Only a few companies are attempting to do what we are, and you will help to lead the charge on this while overseeing a $5M portfolio of key customers.
The role reports to our VP of Customer Success and will be remote from the New York tri-state area or Atlanta due to where the clients who you will support are located. Please only apply if you are located in New York, New Jersey, Connecticut, or the Atlanta, Georgia metro area.
What You’ll Do:
Account Ownership:
- Ensure we drive value to customers and grow CIQ’s commercial engagement with the Customer
Strategic Problem Solving:
- Move beyond surface-level issues to understand customers’ core business needs and desired outcomes.
- Identify opportunities to enhance customer success by defining and executing tailored strategies.
Executive Management:
- Build and maintain multi-threaded relationships with key stakeholders, including VP-level executives.
- Present and advocate for the right product-solution fit, constructively challenging customers when necessary to align with optimal outcomes.
Commercial negotiations:
- Develop value propositions that resonate with customers and drive business results.
- Negotiate contract terms, manage upsell and cross-sell opportunities, and independently close renewals.
- Manage dispute and SLA outcomes
- Collaborate with sales account executives to align on customer goals and expand account value.
Cross functional Leadership:
- Coordinate cross-functional teams to deliver on customer outcomes without direct authority, ensuring seamless execution and high customer satisfaction.
- Mentor and guide team members, fostering a culture of customer obsession, deep diving into challenges, and winning as a team.
Metrics-Driven Account Management:
- Regularly review customer sentiment and satisfaction using data and metrics.
- Implement strategies to continuously improve customer engagement, satisfaction, and retention.
Thought leadership:
- Serve as a thought leader in the CPG and e-commerce sectors, providing insights and guidance to both internal teams and customers.
- Stay informed about industry trends, competitive landscape, and emerging technologies to drive innovation and customer success.
What You’ll Bring:
- Engineering/Economics degrees are a plus. MBA is highly preferred.
- Strong strategic thinking and problem-solving skills, with the ability to translate customer needs into actionable strategies is a must
- Excellent communication and interpersonal skills, with experience engaging and influencing senior-level executives.
- Demonstrated commercial acumen with experience in contract negotiation, upselling, and renewals.
- Proven leadership skills with the ability to inspire and coordinate cross-functional teams.
- Data-driven mindset with experience using metrics to inform decision-making and drive customer success.
- Willingness to travel and engage directly with customers.
- Customer-facing experience at a consulting firm within the Consumer Goods / Retail vertical is highly preferred.
- Extensive experience in customer success, account management, or a related field within the software/SaaS/Analytics industry is preferred
- Knowledge of the CPG and e-commerce sectors, with a proven track record of success in these industries is preferred
Benefits & Perks:
The typical base pay range for this role across the US is USD: $140,000 - $240,000/per year. This does not include the variable which is also associated with this role.
This base pay range may be inclusive of several career levels at CommerceIQ and will be narrowed based on a number of factors including the candidate’s experience, qualifications, and location.
Base salary is just one part of your total rewards package at CommerceIQ. You may also be eligible for long-term incentives, in the form of company stock options, as well as potential discretionary bonuses. You will also receive access to:
- Comprehensive medical, vision, and dental coverage
- A 401(k)-retirement plan
- Short & long-term disability insurance
- Life insurance
- Paid parental leave
- Monthly reimbursements for gym, phone, and internet
- 10+ paid company holidays in each calendar year, quarterly Global Recharge Fridays, and unlimited PTO
Check out our LinkedIn page to learn more about what it’s like to work at CommerceIQ!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.
