Account Manager (Seller Success)

Your Mission If You Accept It:

• Manage a portfolio of assigned seller accounts, and own Sales, Quality, Adoption and Satisfaction KPIs throughout seller journey
• Gaining and maintaining subject-matter expertise on the refurbished devices industry and players, as well as the specific needs, pain points, and aims of your sellers
• Creating, executing and iterating on strategic success plans customized to your sellers’ specific business needs and informed by measurable outcomes and objectives
• Building relationships with key seller contacts to ensure high levels of adoption and satisfaction (think: ‘Always Be Helping;’ using a concerted communication strategy involving email, phone, video, text, social media, etc.)
• Track seller performance and analyze trends using data and tools available in the Seller Portal, Salesforce, Tableau, etc. fluently
• Gather seller feedback and identify opportunities and risks in the seller journey/experience, and collaborate with immediate management and teammates on possible solutions or necessary escalations
• Work cross-functionally within Back Market to navigate critical milestones during the Seller Journey that require additional resources (intros to leadership, Product, technical support, etc.)
• Conduct strategy calls, recurring business reviews, onsite visits/presentations tailored to seller use cases and business models

Required Skills and Experience

• You’re At The Right Place if:

• 4+ years of experience in an account management role overseeing a book of business and leading customers through change management, with a preference for experience specifically in marketplaces.
• Previous experience in an e-Commerce company or fast-growing start up preferred
• Experience in resale is a plus but not a requirement.
• SQL and/or Tableau experience a plus, but readiness to learn and hone analytics skills a must
• Proven project management experience with success in managing deadlines, customers, and schedules
• Demonstrated ability to resolve issues and maintain strong client relationships
• Proven success managing clients on a Sales, Success, Implementation or Support team 
• Demonstrated ability and experience delivering compelling presentations and/or business reviews onsite or via web-conferencing  to leaders, clients and executives 

• You are tech- and data-savvy:
• You learn new tools quickly and deeply, and are always tracking down new ways to streamline, gain efficiency, and pick up new technical and data-analysis skills
• You exhibit an extreme attention to detail and meticulous organizational habits
• Excellent written and verbal communication skills.
• Superb listening skills and the proven ability to dig deeper to uncover the seller’s true objectives
• Time management skills and a strong sense of urgency, ownership and accountability
• Orientation toward analytics and process improvement opportunities.
• You are confident in business and technical conversations, and can break down complex concepts for anyone to understand
• You are extremely perceptive and are highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality

• Proactive and energetic attitude with the desire to be a key player on a results-oriented team in a fast-paced work environment
• High level of empathy – it’s important for our SSMs to be seen as trustworthy and reliable both internally and externally
• You are resourceful, scrappy and creative — if a playbook doesn’t exist yet, you are excited to figure it out and build it for the whole team to use

RECRUITMENT PROCESS: 📅

• Phone screen
• Interview with the Head of US Supply
• Interview with VP, Supply
• Values Interview