Account Manager – Retail Solutions
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Job Description
Account Manager overseeing day-to-day execution of SaaS and DaaS solutions for retail customers. Driving customer engagement and coordination across teams for successful service delivery.
Responsibilities:
- Serve as the primary day-to-day contact for assigned customer accounts.
- Build strong, trusted relationships with customer stakeholders at the operational and manager level.
- Ensure customer expectations, deliverables, and timelines are consistently met.
- Partner with Sales Directors on account planning, communication alignment, and long-term strategy.
- Oversee onboarding, implementation milestones, and recurring delivery cycles for Pensa’s SaaS and DaaS services.
- Manage account workflows, schedules, and documentation to ensure consistent execution.
- Coordinate internally with Data Operations, Product, Engineering, and Field teams to ensure timely delivery and issue resolution.
- Identify risks to delivery and escalate proactively with recommended solutions.
- Monitor performance dashboards, deliverables, and output to ensure data integrity and insight accuracy.
- Review analytics and KPIs with customers, helping them interpret insights and take action.
- Validate the quality of data feeds, shelf intelligence outputs, and reporting deliverables.
- Support continuous improvements in measurement methodology and service consistency.
- Maintain detailed account documentation, including scopes, timelines, meeting notes, and status updates.
- Track service performance metrics and coordinate with internal teams to improve efficiency.
- Support change management as services evolve or expand.
- Contribute to building scalable processes and best practices for the Account Management function.
- Work closely with the Sales Directors on account strategy, renewals, and expansion planning.
- Partner with the VP of Engagement & Service Operations on service quality, prioritization, and operational improvements.
- Collaborate with Customer Success, Operations, and Product teams to ensure a unified customer experience.
Requirements:
- 3–5 years of account management, customer success, or project management experience in SaaS, DaaS, retail technology, or related fields.
- Strong understanding of retail or CPG workflows, merchandising, or shelf execution preferred.
- Proven ability to manage multiple accounts, priorities, and deadlines in a fast-paced environment.
- Excellent communication skills, both client-facing and internal.
- Strong analytical skills with the ability to interpret data and turn insights into action.
- Highly organized with strong attention to detail and documentation discipline.
- Proficiency with project management and collaboration tools.
- Experience working with analytics platforms, BI tools, or data-centric products preferred.
- Experience in retail/grocery execution, merchandising, or field operations preferred.
- Lean Six Sigma or process improvement experience (e.g., Black Belt) is a plus but not required.
- Bachelor’s degree in business, analytics, operations, or related field.
Benefits:
- None listed
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