How you'll create impact:
- Own customer retention and work to maintain Net Retention Revenue on assigned accounts by defining retention strategies.
- Strengthen automation by helping build playbooks and manage outreach campaigns based on Account Health Score and lifecycle signals.
Be A Strategic Partner to Merchants:
- Manage an assigned book of business, adhering to operational standards and focusing on QBRs, onboarding, and reviews.
- Collaborate across departments like Support and Onboarding to provide high-quality answers and ensure proper merchant setup.
- Drive advocacy and adoption by building strong relationships and demonstrating product value consistently.
Source Expansion Opportunities:
- Lead merchant consultations and source demos for the Account Management team to support expansion initiatives.
- Ensure successful handoffs from Onboarding to Customer Success to guarantee merchants experience growing value from products.
Industry, Product, and Company Expertise:
- Become an expert on Okendo’s product suite and stay updated on new features and merchant use cases.
- Maintain high operational standards, understand the competitive landscape, and communicate effectively with cross-functional teams.
Okendo
Okendo is a customer marketing platform that builds stronger connections between consumers and the brands they love, helping Shopify brands grow by cultivating brand advocacy. The company has a collaborative, high-energy culture with over 16,000 merchant customers and values trust, excellence, and ownership.