[Remote] Account Manager, Enterprise at Gorgias

Vancouver, British Columbia, Canada

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CA$89,000 – CA$98,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, Technology, SaaSIndustries

Requirements

3-4 years managing and selling into mid-market SaaS accounts ($5M+ in GMV), with a proven track record of driving growth through expansion across portfolios exceeding $1M ARR
Skilled at engaging and influencing C-level executives, fostering trust and long-term partnerships
Experienced in reviewing and interpreting data trends, using insights to identify opportunities, mitigate risks, and present actionable solutions to clients
Able to diagnose customer pain points and develop tailored solutions that drive meaningful outcomes
Strong verbal and written communication skills, capable of translating technical concepts into business value
Focused on achieving and surpassing growth and retention goals
Adept at managing multiple accounts and priorities in a fast-paced, dynamic environment

Responsibilities

Drive Account Growth: Identify and execute on upsell and cross-sell opportunities, strategically expanding accounts while meeting revenue targets
Develop Strategic Account Plans: Collaborate with the CSM to create tailored plans for each account, leveraging insights to maximize customer value and align with their business objectives
Engage with Key Stakeholders: Build and nurture relationships with executive-level stakeholders, ensuring alignment on goals and fostering advocacy
Collaborate with Cross-Functional Teams: Partner with CS, Product and Legal to deliver seamless customer experiences and address complex challenges effectively
Leverage CRM for Insights: Accurately document account activities, opportunities, and risks in the CRM to inform data-driven strategies
Travel to Strengthen Relationships: Conduct in-person meetings with clients (up to 3-4 weeks per year) to deepen relationships and gain insights into their evolving needs
Manage a portfolio of approximately 120 accounts in the enterprise segment, working closely with Customer Success Managers to drive growth, retention, and influence

Skills

Key technologies and capabilities for this role

Account ManagementCustomer RetentionUpsellingCross-sellingARR GrowthEnterprise SalesCustomer SuccessRevenue ManagementPortfolio ManagementEcommerceConversational Commerce

Questions & Answers

Common questions about this position

What is the salary range for the Account Manager, Enterprise role?

The salary range is CA$89K - CA$98K.

Is this position remote?

Yes, the position is remote.

What are the key responsibilities for this role?

Key responsibilities include driving account growth through upsell and cross-sell opportunities, developing strategic account plans with CSMs, engaging with executive stakeholders, collaborating with cross-functional teams, leveraging CRM for insights, and traveling for in-person meetings up to 3-4 weeks per year.

What is the team structure like for Account Managers at Gorgias?

The Account Management team is part of the Sales Team and consists of 5 Account Managers who support the largest customers, focusing on driving growth in ARR through renewals, cross-selling, and upselling.

What makes a strong candidate for this Account Manager role?

Strong candidates will have the ability to understand complex business environments, deliver tailored solutions, build executive relationships, collaborate cross-functionally, and drive revenue growth in enterprise accounts.

Gorgias

AI-powered customer service for e-commerce

About Gorgias

Gorgias provides an AI-powered customer service solution tailored for Shopify stores in the e-commerce sector. Its main service automates the customer support process by sorting, prioritizing, and tagging customer inquiries, known as "tickets," as they arrive. This automation minimizes the need for manual ticket management, allowing businesses to save time and resources. Gorgias' AI can also deliver instant resolutions to customer issues, enhancing the efficiency of support operations. Additionally, the platform enables businesses to create detailed customer profiles that include order history, loyalty status, and reviews, which helps support teams offer personalized service. Gorgias operates on a subscription model, generating consistent revenue while helping businesses improve their customer service and reduce support workloads. The company caters to a diverse range of clients, from small businesses to large corporations, all within the competitive e-commerce landscape.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$98.6MTotal Funding

SERIES_CCompany Stage

Consumer Software, AI & Machine LearningIndustries

201-500Employees

Benefits

Competitive salary

Health coverage

Generous equity package

Company offsites

Latest laptop

16-week parental leave

Catered meals

4 Weeks of vacation

Retirement benefits

Fully stocked kitchen

Risks

Increased competition from Zendesk and Freshdesk may impact Gorgias's market share.

Rapid expansion to 300 employees across 16 countries may cause operational inefficiencies.

Reliance on Shopify integration poses risks if Shopify changes policies or competes.

Differentiation

Gorgias offers AI-powered customer service tailored for ecommerce businesses.

The platform integrates seamlessly with Shopify, enhancing customer support efficiency.

Gorgias provides omnichannel support, including email, voice, SMS, and social media.

Upsides

Recent $29M funding will expand AI tools, automating 60% of customer support.

Gorgias serves over 15,000 ecommerce brands, including Steve Madden and Glossier.

The trend of hyper-personalization boosts demand for Gorgias's AI-driven solutions.

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