Account Manager, Relay

• 3/4+ years of experience in B2B enterprise customer success/client management that require high levels of cross-functional collaboration
• Commercially-minded individuals, with an eye for detail to identify growth opportunities and optimisations for both Relay and its Key Accounts
• Experienced in working with external client contacts
• Comfortable using Google Slides (PowerPoint) and Google Sheets (Excel) to independently carry out analyses and presentations
• Superb communication mastery, clearly structured in both verbal and written formats
• Excellent prioritisation and organisation skills, highly effective at task management and time management under pressure
• Demonstrate resilience and grit, with an ability to thrive in a fast-paced start-up environment and adapt quickly to changing priorities
• Self-starter and collaborator; there is no task that is too daunting or too challenging for you to take on, in–and sometimes outside of–the customer success function
• You must be comfortable with data analytics; you will not need to build dashboards, but you will frequently be required to interpret data and extract insights to turn them into actions, as well as work with the analytics team on proactively and continuously iterating on data reporting improvements
• Fluency, both written and verbal, in English and Mandarin required (please note this is non-negotiable!)

• We are looking for a Account Manager in the Customer Success Team who will be responsible and accountable to support Senior AMs for client growth, retention, and profitability of our client portfolio
• In addition to acting as the commercial client champion, you will also have the opportunity to collaborate with Relay teams on jointly delivering on key KPIs of sustainable, profitable client growth
• Collaborate closely and actively support Account Managers in their everyday tasks to contribute to the success and growth of Relay’s largest accounts
• Serve as a key point of contact for and develop positive relationships with Relay’s clients
• Prepare regular business reviews with senior-level client contacts and gather impactful feedback and insights for continuous improvement
• Closely collaborate with our internal operations, tech, and data teams to deliver successful performance for Relay’s clients
• Support Account Managers and other members of the Customer Success team on client onboarding, operational improvement and growth initiatives, involving operations and tech teams to jointly and properly set-up client operations
• Support the development and implementation of new processes and best practices for smoother account operations
• Act as first line of support for our Key Accounts, handling various requests from clients as well as from internal teams in a timely and effective manner
• Maintain up-to-date and accurate information about our clients to ensure Relay’s knowledge base is accurate
• Assist Account Managers in driving long-term, sustainable growth in Relay’s client portfolio while maintaining customer satisfaction at all times

• Hybrid remote work (3 days/week in the office)
• Cool co-working office in the heart of Shoreditch
• Competitive equity and compensation package, and culture of recognition
• 25 Days Holiday (plus bank holidays)
• Monthly social events - from Crystal Maze escape rooms to pottery painting and life-size Monopoly! We also have an annual off-site where we all get together in person to celebrate our wins and plan for more success in a relaxed environment.
• Unlimited free snacks and drinks in the office (all the Dash water you can drink, a whole cupboard full of nibbles, plus we have wonderful coffee machines!)
• Contributory pension
• Perks At Work discount scheme - online shopping discounts, cheap cinema tickets, money off holidays and so much more!
• Free membership of the gym in our co-working space

Total funding: $45m

In recent years, e-commerce has grown considerably. Despite this, the retail sector is still in the early innings of digital disruption in the US and the UK (especially when compared to more digitally mature markets such as China).