RichRelevance powers personalized shopping experiences for the world’s largest and most innovative retail brands, including Walmart, Sears, Target and others. Founded and led by the e-commerce expert who helped pioneer personalization at Amazon.com, RichRelevance helps retailers increase sales and customer engagement by recommending the most relevant products to consumers regardless of the channel they are shopping.RichRelevance has delivered more than $5.5 billion in attributable sales for its retail clients to date, and is accelerating these results with the introduction of a new form of digital advertising called Shopping Media which allows manufacturers to engage shoppers where it matters most -- in the digital aisles on the largest retail sites in world. RichRelevance is headquartered in San Francisco, with offices in New York, Seattle, Boston, and London, and has been twice recognized as one of the “Best Places to Work” in the Bay Area. For more information, please visit www.richrelevance.com.
The Senior Account Manager (AM) is responsible for managing the expanding the overall strategic customer relationship with very few specific large clients—ensuring client success through RichRelevance’s personalization solutions including product recommendations and marketing/merchandising technologies. A successful AM will develop deep, trusted relationships with key influencers and decision-makers at Sears, and 1-2 other key accounts, and drive a firm understanding of RichRelevance’s value proposition throughout the client organization. The AM will gain visibility of the client’s eCommerce vision and product direction, identify opportunities for partnership, and facilitate collaboration between client and RichRelevance teams.
The position is expected to be located in the Chicago area, as much of the time will be spent onsite at Sears headquarters in Hoffman Estates.
Manage overall relationship with a mass merchant client in the IR10, working closely with the Relationship Manager for the account
Responsible for securing renewal of annual license and expanding license and professional services revenue at accounts
Must have a proven track record of meeting and exceeding annual quotas.
Create and/or review sales reports and forecasts, and ongoing status reports
Navigate complex, dynamic organizational structures to identify and build effective relationships with key stakeholders and influencers, creating advocates from execution through C-level
Ensure alignment and collaboration of functional peers between RichRelevance and client organization
Define innovative new capabilities to add value to client, launch them with assistance from RichRelevance Innovation and Client Services teams.
Monitor, manage and increase value delivered to account jointly with the Relationship Manager
Understand overall client strategic objectives and trajectory—and their key metrics for success
Successfully convey value proposition of RichRelevance offerings versus alternative (or no) solutions to drive deeper product utilization by retail partner
Get ahead of client personalization initiatives and ensure timely RichRelevance project involvement from scoping through execution. Ensure appropriate resources are dedicated both internally and externally to meet/exceed project expectations.
Collaborate with client project management function to ensure the development and exchange of complete project documentation between RichRelevance and client teams including project deliverables, detailed deployment timelines, and project success criteria
Work with the Relationship Manager to educate the client on how to be successful during all phases of relationship with tools and processes
Drive onsite business reviews with key stakeholders in the client organization
Skills and Experience Requirements:
Must be comfortable representing leading-edge e-commerce SaaS applications in a complex, multi-level, selling environment.
Individual must be able to think creatively, sell strategically and communicate efficiently internally and externally.
Proficient in SaaS ecommerce ecosystem, online consumer analytics (e.g., analysis of online transactions, avg. order value, conversion rates) and Web-based reporting (e.g., MS Access, Cognos, Crystal Reports)
Experience with defining, documenting, and adhering to professional services best practices within a fast paced, innovative technology company
Extensive experience providing customer-facing presentations at the Director/VP level
Experience managing mid cap to top tier ($5B+) client-business relationships following contract execution—from service integration to ongoing relationship management and support
Ability to work cross-functionally and with a wide range of employees with varying skill sets
Ability to multi-task, prioritize issues/escalations, and manage many projects simultaneously
Extremely detail oriented
Highly skilled in Microsoft Office (Excel, PowerPoint, Word)
At least 5 years of relevant account management experience, with a preferred focus on the SaaS or eCommerce industry
Successful track record managing multi-million dollar accounts (including Fortune 500) at the VP level or higher, from product delivery to ongoing strategic support
Strong business acumen, excellent analytical skills, and experience working with SalesForce and Microsoft Office tools
Creative, consultative, and a strong communicator with the ability to build exceptional relationships and grow business
BA/BS required, technology or business degree preferred
Some travel is required (15-30%)
RichRelevance is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.