Account Manager

Account Manager

Our client is a fast-growing tech platform offering 20,000+ art, craft, and culinary classes across the US, UK, and Australia. They connect small business owners running creative workshops with people wanting to learn new skills, aiming to improve mental well-being.

About the role

As an account manager (Growth Partner), you'll empower our client's creative customers to maximize their use of the platform, grow their businesses, and reduce admin work. This role requires a genuine extrovert who thrives on human interaction and isn't afraid to initiate contact.

Key responsibilities:

• Be a proactive, trusted advisor for US-based customers
• Enthusiastically reach out to, meet, and speak with customers regularly
• Onboard new customers to the marketplace and SaaS software
• Answer questions about platform usage
• Advise on class offerings and listing optimization
• Nurture long-term relationships via email, phone, and in-person
• Analyze customer portfolios for upselling opportunities
• Connect customers with large group bookings
• Collaborate with customer service to resolve issues
• Identify and document process improvements
• Occasionally organize events

Success metrics:

• Increase platform feature adoption
• Prompt response to customer inquiries
• High customer NPS scores

Skills and Experience

• 2+ years of account management experience
• Genuinely extroverted and relationship-oriented, with a love for initiating conversations
• Excellent people skills with the ability to 'read the room' and adapt communication style
• Comfortable handling conflict and finding win-win solutions
• Willing to address issues directly, including speaking with dissatisfied customers
• Strong communication skills
• Organized with attention to detail
• Stakeholder management skills
• Team player
• Digitally savvy with basic understanding of marketing and tech platforms

Nice to have

• Consultative selling skills
• Experience with small businesses or high-growth startups
• SaaS onboarding skills
• Interest in arts and crafts