Account Manager, Gorgias
Support Suite
$170-198k
OTE
$102-113k
BASE
+ Offers equity
The conversational AI platform for eCommerce
Job no longer available
The conversational AI platform for eCommerce
501-1000 employees
Job no longer available
$170-198k
OTE
$102-113k
BASE
+ Offers equity
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- Experienced Account Manager: 3-4 years managing and selling into mid-market SaaS accounts ($5M+ in GMV), with a proven track record of driving growth through expansion across portfolios exceeding $1M ARR
- Relationship Builder: Skilled at engaging and influencing C-level executives, fostering trust and long-term partnerships
- Data-Driven: Experienced in reviewing and interpreting data trends, using insights to identify opportunities, mitigate risks, and present actionable solutions to clients
- Strategic Problem Solver: Able to diagnose customer pain points and develop tailored solutions that drive meaningful outcomes
- Excellent Communicator: Strong verbal and written communication skills, capable of translating technical concepts into business value
- Results-Oriented: Focused on achieving and surpassing growth and retention goals
- Highly Organized: Adept at managing multiple accounts and priorities in a fast-paced, dynamic environment
- Technically Savvy: Proficient with CRM and reporting tools, with a strong aptitude for learning and leveraging new technologies
- Adaptable and Resilient: Thrives in a startup-like setting, navigating challenges with tact and composure
What the job involves
- The Account Management team is part of the Sales Team at Gorgias
- The focus of our team is driving growth in Annual Recurring Revenue (ARR) through renewals, cross-selling and upselling to our existing customer base
- In this critical and highly cross-functional role, you will be joining a team of 5 Account Managers that support our Mid-Market customers and your skills will be instrumental in driving revenue
- The Account Manager (AM) will manage a portfolio of 150-180 accounts, focusing on driving growth and retention
- Working closely with your Customer Success Managers (CSMs), the AM will identify and capitalize on expansion across multiple products
- Drive Account Growth: Identify and execute on upsell and cross-sell opportunities, strategically expanding accounts while meeting revenue targets
- Develop Strategic Account Plans: Collaborate with the CSM to create tailored plans for each account, leveraging insights to maximize customer value and align with their business objectives
- Engage with Key Stakeholders: Build and nurture relationships with executive-level stakeholders, ensuring alignment on goals and fostering advocacy
- Collaborate with Cross-Functional Teams: Partner with CS, Product and Legal to deliver seamless customer experiences and address complex challenges effectively
- Leverage CRM for Insights: Accurately document account activities, opportunities, and risks in the CRM to inform data-driven strategies
- Travel to Strengthen Relationships: Conduct in-person meetings with clients (up to 3-4 weeks per year) to deepen relationships and gain insights into their evolving needs
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 15,000 brands, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Alex Plugaru
(Co-Founder & CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(Co-Founder & CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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