Account Manager, Client Success (EU Based) London, England
Job description
EON's vision is to create a circular system for commerce that delivers ongoing value to our society, economy, and environment. EON is a retail technology company that is redefining how we buy, sell, own, and connect with products to unlock fashion's shift to a circular economy. EON's Product Cloud connects every item with a Digital ID to power new customer experiences and service models, and align financial incentives with sustainability goals.
About EON
EON is a technology company that is redefining how we buy, sell, own, and connect with products — powering fashion retail's transition to a sustainable economy. Bridging the gap between the digital and physical, the EON Product Cloud Platform connects physical products — turning simple products into intelligent, interactive and sustainable assets. EON clients include the largest global brands and retailers, such as Net-a-Porter, Chloé, Target, Coach, Nanushka, Gabriela Hearst and many more.
EON gives every product a voice, and records its unique lifecycle and story. Now products can be managed through circular business models, such as resale, rental and recycle and have a transparent lifecycle from manufacturing through regeneration. EON's technology enables brands to connect to customers, scale resale and new business models and access insights from our everyday interactions with the world around us.
Our diverse team of designers, technologists and creatives are on a mission to power sustainable business model transformation across fashion retail and beyond. EON is committed to creating equitable experiences and opportunities across our internal and external communities. We are building a diverse staff across gender, ethnicity, social and political orientation, cognitive style, geographic location, tenure with the company, and technical functions.
About the role
We are looking for an experienced Account Manager based in the EU to join our Client Success team. In this role, you will be responsible for managing customer relationships, ensuring successful client onboarding, and overseeing the implementation of our platform for new clients with the support of a cross-functional Client Services team including Technical Lead. You will be the primary point of contact for our customers and will work closely with our sales, product, and engineering teams to deliver excellent customer service and support. Your goal will be to ensure that our clients receive maximum value from our Product, and are successful in achieving their business goals.
This position reports to the Director of Client Success.
U.K. based salary range: £55,000 - £97,000
Sweden based salary range: SEK 570,000 - SEK 881,000
Netherlands based salary range: £65,000 - £100,000
What you will do
- Act as the primary point of contact for a portfolio of EON Clients, building strong, trusted relationships and understanding their business needs and goals.
- Work closely with the sales team to ensure a smooth handover process for new clients
- Manage the comprehensive onboarding for all new clients to ensure customers receive a highly organized training with detailed goals, timelines, and processes– use project plans/ software to track and report onboarding status.
- Act as a consultant for new clients on Digital ID deployment across the enterprise leveraging EON's playbook of resources, best practices, and training tools.
- Be the expert on your clients understanding their business, strategic goals, and intended ROI to establish a Digital ID strategic roadmap to scale and shorten time to value to ensure successful long-term partnership setting a strong foundation for Client Lifetime Value (CLV)
- Implement best account services practices such as regular check-ins, quarterly business reporting, etc to ensure trusted relationships and customer satisfaction
- In partnership with Account Leadership, responsible for upsell and renewals in alignment with EON's Strategic KPIs
- Develop and maintain a deep understanding of our platform, configuration for popular use cases, features, and functionality to provide expert guidance to customers
- Share industry best practices and advise Clients on how they should think about solving problems with our product
- Liaison with our product team to present feedback or improvements to internal processes related to Onboarding, and escalate any issues preventing successful implementations.
- Support the organization in continuously optimizing the customer experience and pursuing successful interactions throughout the Onboarding Lifecycle.
Additional qualifications and considerations
- 5+ years of experience in a fast-paced account or project management for a software and/ or delivering consulting projects in a customer facing role specifically for softwares, in Fashion / Retail a plus
- Experience guiding new customers toward realizing and repeating value with their new capabilities for a technology company (preferably SaaS)
- Proven record of managing a portfolio of accounts with keen prioritization and multitasking skills
- Exceptional interpersonal skills; you have the unique talent to talk technical details and business strategy, in the same conversation
- Demonstrated people management and conflict resolution skills, including the ability to influence, negotiate and achieve results through others who are not direct reports or work for external organizations
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a company and organization, including executive and C-level
- Exceptional phone and video presence and professional communication skills; skilled in remaining composed when faced with difficult issues and tight deadlines.
- Must be proficient in G-Suite (Google Drive, Gmail, Google Docs) and Microsoft Office Suite, specifically Excel.
- Familiarity with Salesforce and project management tools such as Asana
Benefits and Perks
U.S. Based
- Competitive compensation package
- Health, dental, and vision coverage with access to One Medical, TalkSpace and TelaDoc
- 401(k) Enrollment
- Annual work from home stipend
- Annual equity award program
- Unlimited PTO
International Employees
- Competitive compensation package
- Annual work from home stipend
- Annual equity award program
- Unlimited PTO
We're proud to be an equal opportunities employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. POC, women, LGBTQIA+ candidates, and individuals with disabilities are strongly encouraged to apply
EON is committed to creating equitable experiences and opportunities across our internal and external communities. We are building a diverse staff across gender, ethnicity, social and political orientation, cognitive style, geographic location, tenure with the company, and technical functions. Our diverse team of designers, technologists and creatives are on a mission to power fashion's sustainable business model transformation.
