Account Director - Client Services at Salesfloor

Who We Are:

Salesfloor’s mission is to revolutionize the retail sales and service experience by combining human connection with the power of AI. Our award-winning virtual selling platform provides associates an app they use to personalize communication with shoppers both in-store and online using a mix of live chat, video calling, e-mail, SMS and social channels. Using Salesfloor associates help shoppers find the right products, get promotions, check inventory, and more, ultimately delivering the world’s best omnichannel retail experience. During the pandemic over 50,000 product experts from stores around the world have driven more than $3 billion in sales. Salesfloor helped save retail jobs and ensured shoppers could get the help they need from the experts they trust while shopping from home.

What You’ll Be Doing:

Account Directors at Salesfloor are at the center of value creation for Customers. Account Directors provide the expertise needed for customers to maximize their ROI from using Salesfloor. Account Directors are an important competitive advantage that helps to differentiate the experience Salesfloor offers to its clients’ partner teams. As experts in commerce, training, and technology implementations, we offer a heightened level of service that helps client project teams achieve success and realize value rapidly.

Account Directors are expected to learn Salesfloor solutions and best practices collected from other clients in order to offer clients the support needed to launch Salesfloor successfully and maintain a high level of ROI and long term value.

The Account Director (aka Director, Client Services) has the responsibility of retaining and growing the business. Each Account Director acts as the liaison between Salesfloor and key client stakeholders from 5-10 customers. Responsibilities touch on launching new projects and features, recommending strategies to make Salesfloor successful for your client and their users, and partnering with decision-makers to resolve business challenges as they arise.

Account Management & Customer Success Management (75%)

• Single point of contact for Salesfloor’s relationships with clients.
• Define program objectives with clients to define success and help your customer achieve objectives.
• Analyze performance reports 2-4 times per month with your clients.
• Ensure client action plans are executed to maximize sales and engagement.
• Identify areas of improvement based on platform/client benchmarks.
• Develop best practices for clients in accordance with desired use cases and ROI objectives.
• Deliver recurring support to project owners and quarterly business reviews with executive stakeholders.
• Accountable for renewed contract terms and driving growth or expansion of partnership.
• Track any issues related to software defects, usage metrics, and/or training to consistently deliver a good customer experience on behalf of Salesfloor.
• Continuously develop new engagement strategies and materials to help associates and retailers maximize their program performance (i.e. contests, gamification, etc)

New Client Implementations, Change Requests and New Feature Launches (25%)

• Quarterbacking the implementation for new client partnerships
• Partnering with a Technical Project Manager to establish project plans for implementations (new and existing client projects)
• Acting as a liaison between client cross-functional teams and Salesfloor’s resources (project manager, engineers, support team, etc)
• Providing clients with best practices and recommendations for a successful program or feature launches.
• Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques

What We’re Looking For:

• 3+ years of experience in retail technology and/or software role
• 2+ years of experience managing customer relationships and web analytics metrics
• Written and Spoken communication
• Excellent written and spoken English is a must. French is an asset but not required.
• Excellent presentation skills.

Life at Salesfloor:

• While our office in Montreal is available to everyone, we offer a flexible work from home policy including a $500 home office setup benefit
• Health care and dental coverage for all full time employees (Blue Cross)
• National telemedicine service, paid for by the company for full time employees enrolled in our benefits program.
• Generous compensation and bonus
• As a rare profitable startup, Salesfloor offers the speed, impact and excitement of startup culture while also offering the stability and lessened risk of a larger public company
• Founders and leadership team have a proven track record for successful start-ups and previous exits that have put proceeds into the hands of employees