Job Description
ShopWired is the UK's leading eCommerce platform, powering thousands of online stores. We provide businesses with the tools they need to grow online, and we're proud to offer an outstanding level of service to our customers. We are seeking an Account Manager to support, onboard, retain, and grow our customers on packages up to the Advanced level.
As an Account Manager, you will be responsible for managing day-to-day relationships with customers, ensuring successful onboarding, satisfaction, retention, and growth. You'll act as the main point of contact for customer queries, guide new merchants through the onboarding process, handle retention and cancellation calls, manage ShopWired Payments enquiries, and identify opportunities to increase revenue through upsells and package sales. You'll also coordinate onboarding and small-scale projects to ensure customers get the maximum value from their ShopWired package.
Responsibilities
- Manage customer relationships and respond to account queries
- Deliver a seamless onboarding experience for new customers, guiding them through platform setup and ensuring they are confident using ShopWired
- Set up packages for new clients and manage the onboarding process from initial setup through to successful launch
- Provide proactive support during onboarding to encourage platform adoption and long-term customer success
- Handle reduced fee requests and cancellation calls to retain customers and reduce churn
- Monitor turnover alerts and act quickly to support at-risk customers
- Manage SSL certificate requests and renewals
- Handle ShopWired Payments enquiries and payments-related support
- Deal with coding work enquiries in conjunction with the theme support team
- Carry out minor website corrections where required
- Oversee small-scale project management and ensure smooth delivery of custom work
- Sell extra services, marketing packages, and annual packages to existing customers
- Build long-term customer relationships by identifying opportunities to improve customer success and satisfaction
Technical Knowledge
- Basic understanding of HTML, CSS, and JavaScript
- Experience or familiarity with eCommerce platforms (e.g. Shopify, WooCommerce, Magento)
Targets
- Achieve sales targets for services, marketing packages, and annual packages
- Meet customer onboarding and activation goals, ensuring new customers successfully adopt the platform
- Meet churn reduction targets by saving revenue and retaining accounts
Bonus
- Sales bonus for upsells and package sales
- Churn bonus for retained revenue
What We Offer
- £30,000 per annum salary
- Bonus and commission opportunities based on sales and churn performance
- Fully remote role
- Training and support to succeed in account management, customer onboarding, and client development
- Career growth opportunities within a fast-growing SaaS company
Job Type: Full-time
Pay: £30,000.00 per year
Benefits:
- Company pension
- Employee discount
- Work from home
Work Location: Remote
