Salla, the leading SaaS e-commerce enabler in the region, is seeking a highly qualified individual to join our team as an Engineering Account Manager.
Responsibilities:
- Understand customer outcomes by communicating with customers, analyzing customer health metrics, running NPS, and gathering other feedback.
- Collaborate with our engineering team to set up or configure our SaaS platform as per customers’ requirements and troubleshoot any technical issues raised by these customers.
- Analyze, decompose, and troubleshoot technical issues raised by clients, working closely with our engineering team when needed to resolve more complex problems.
- Maintain deep technical knowledge of APIs and guide clients on how to effectively utilize them to integrate our platform with their existing systems.
- Utilize your system knowledge to provide insights into system performance, efficiency, and ways the customer can better use our platform for their benefit.
- Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand your customer's business strategy and measurements for success.
- Leverage your knowledge of e-commerce to provide insights and guidance to customers to help them get the most out of our SaaS platform.
- Establish and maintain customer satisfaction across accounts through proactive client communications, issue remediation and containment, and performance measurement.
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific business needs.
Requirements
- Proven work experience as a Engineering Account Manager in the SaaS and e-commerce industry.
- Familiarity with e-commerce platforms, and software development cycle.
- Strong knowledge of e-commerce ecosystem, including experience with e-commerce platforms, payment gateways, marketing automation tools, and more.
- Excellent verbal and written communication skills.
- Strong problem-solving skills.
- Strong project management skills with the ability to juggle multiple accounts.
- Proven ability to manage large portfolios of accounts..
- An ability to grasp customers’ needs and suggest timely solutions.
- Bachelor’s degree in Computer Science or a related technical field is desired.
- Solid technical background with hands-on experience in digital technologies.
- Experience in managing and growing customer relationships in a fast-paced, innovative and dynamic environment.
- Experience in working with complex, multi-divisional, multi-geographical customers.