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Account & Onboarding Manager
ShopWired —Remote
You'll act as the main point of contact for customer queries, guide new merchants through the onboarding process, handle retention and cancellation calls,…
£30,000 a year
Quick apply
13h

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Account & Onboarding Manager

ShopWired
Remote

Quick apply

Job details

Permanent | Full-time
£30,000 a year
13 hours ago

Benefits

Company pension
Work from home
Employee discount

Qualifications

CSS
Magento
SSL
JavaScript
HTML

Full job description

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

Quick apply

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