Our client, a leading Retail Point of Sale (POS) company, is seeking a proactive and detail-oriented Account Executive to join their dynamic team. You will be responsible for managing and nurturing relationships with e-commerce and small to medium-sized business (SMB) accounts, supporting their retail POS needs. As a key point of contact for these clients, you will assist with onboarding, provide guidance on solutions, and ensure high levels of customer satisfaction and account growth.
This is an exciting opportunity to work with a market leader in the retail display and merchandising industry. They offer a competitive salary and benefits package, supportive and collaborative team environment, and opportunities for career growth within the company.
Key Responsibilities:
Client Relationship Management:
- Build and maintain strong, positive relationships with e-commerce and SMB clients.
- Serve as the main point of contact, responding promptly to client inquiries and concerns.
- Conduct regular check-ins and reviews with accounts to ensure ongoing satisfaction and identify growth opportunities.
Account Growth & Retention:
- Identify and pursue opportunities to upsell or cross-sell additional products and services tailored to client needs.
- Collaborate with sales and support teams to maximize account retention and growth.
Project Coordination & Implementation Support:
- Support clients through the onboarding and implementation processes, ensuring a seamless integration of POS solutions.
- Coordinate with internal teams, including technical support, training, and customer service, to ensure smooth delivery of services.
- Assist clients with product setups, updates, and troubleshooting, maintaining a high level of client satisfaction.
Reporting & Analysis:
- Monitor account performance and usage metrics, providing clients with insights and recommendations for optimising their POS solutions.
- Prepare and present quarterly account review reports, showcasing successes, areas for improvement, and growth opportunities.
Market & Product Knowledge:
- Maintain an up-to-date understanding of the retail POS industry, e-commerce trends, and SMB market needs.
- Act as a product expert, educating clients on the features, benefits, and value of POS solutions.
- Gather client feedback on product performance and relay insights to product and development teams to inform future improvements.
Skills & Experience:
- Bachelor’s degree or equivalent qualification in Business, Marketing, or a related field.
- 1+ years of experience in account management, customer service, or a related field, ideally within the retail POS or e-commerce sectors.
- Strong interpersonal and communication skills, with the ability to build rapport and manage relationships effectively.
- Proficiency in CRM software and Microsoft Office Suite (Excel, Word, PowerPoint).
- Detail-oriented, with strong organisational skills and the ability to multitask and prioritise.
- Self-motivated with a proactive approach to problem-solving and client support.
- Familiarity with retail POS systems and e-commerce platforms.
- Experience working with SMB accounts and understanding of their unique challenges.
- Basic understanding of technical support principles for software and hardware products.