Strategic Account Manager 

About Woflow

Woflow builds data infrastructure for digital commerce. Our embedded software products allow technology platforms to automate and scale their merchant bases. Woflow puts modern onboarding and integration technology powered by AI in the hands of our customers, helping some of the world’s largest companies like Uber, Walmart, Square and DoorDash. We’re a post-Series A company with a growing team of over 60 full-time people in 10+ countries.

A career at Woflow will put you at the forefront of the evolution of physical stores and their convergence with eCommerce. We believe in the “Shopification of brick and mortar” and that there needs to be unified data infrastructure to power it all.

About the role

Woflow’s Account Management team serves as the key point of contact for our customers, acting as a trusted advisor for all things related to the post-sales lifecycle – onboarding (including integrations), product usage, partnership expansion, technical troubleshooting, and ongoing account management.

The Strategic Account Manager is a senior role responsible for managing a large book of business with key strategic accounts. This is a multifaceted role putting you at the center of account delivery, requiring the blending of expertise in three distinct areas: 

1. Customer success. SAM’s are the face of Woflow with our customers (as well as the voice and champion of our customers internally). You need to be customer-obsessed, empathetic, and professional, as well as someone who naturally builds strong relationships with all stakeholders. You will be balancing client requests with business objectives, and be responsible for your accounts’ growth targets while exceeding customer-driven goals.

2. Project management. In this role you’ll be responsible for managing multiple, urgent priorities across various workflows. You’ll serve as the vital link between account stakeholders and Woflow's internal teams (including Product, Engineering, and Operations). You will be responsible for ensuring that all strategic initiatives are executed efficiently while meeting or exceeding client expectations and goals. This involves aligning stakeholders on measurable KPIs, designing and delivering innovative solutions, ensuring smooth and timely launch/scaling efforts, maintaining high-quality product performance, as well as overseeing client reporting and communications (including MBRs, QBRs, etc.).

3. Technical delivery. Woflow is a highly technical and operationally intensive company. You’ll need to fully understand the technical details of our platform and how it helps our customers achieve their major goals. As a SAM you need to be able to synthesize and discuss technical requirements with ease, effortlessly demo our platform and features, as well as develop creative technical solutions alongside internal and external stakeholders to continuously ensure customer needs are met.

Key responsibilities:

• Develop and maintain strong relationships with customers, identifying key stakeholders and building connections with both core teams (everyday users of our solutions) as well as influential leaders within the broader organization

• Oversee partnership, commercial, and technical matters (both strategic and tactical); create and implement strategies to boost customer product adoption, engagement, and growth at scale, ultimately driving revenue and mutually beneficial outcomes

• Lead all major partnership initiatives, including regular touchpoints, business reviews, technical escalations, and ongoing projects; ensure expectations and SLAs are met through a thorough understanding of customer goals / KPIs

• Serve as a trusted advisor to the customer and educate them on the use and benefits of our products, as well as our industry more broadly

• Advocate for customers to internal teams. Share customer feedback and insights to Product, Operations, Engineering, Support, and Sales on the innovation and improvement needed to elevate Woflow’s offerings to provide better support.

• Help manage all technical aspects of partnerships; propose thoughtful solutions to technical hurdles and drive effective product implementations with a deep understanding of Woflow’s integration and configuration options

• Dependent upon your account, ~10% domestic and/or international travel expected

Ideally you’d have:

• 8+ years of experience in a client-centric role with demonstrated success in building strong cross-functional relationships with large global enterprises (preferably working with technical B2B products)

• Ability to collaborate closely with Woflow’s technical team to ensure product delivery is timely and successful (including launches, POCs/pilots, technical escalations, etc.)

• Experience managing large and complex programs, as well as a proven aptitude in navigating challenging customers and situations with ease

• Excellent verbal and written communication skills – you can put together and lead external presentations that inspire confidence, as well as drive internal conversations that lead to successful outcomes for customers

• Well-established familiarity with all aspects of a highly technical product, as well as comfort with managing technical details (APIs, data structures, etc.)

• Global mindset. You will work across multiple time zones and cultures, and collaborate closely with people from a wide variety of backgrounds

• Strong interest in both eCommerce and B2B software, with deep industry knowledge that is driven by enthusiasm, intellectual curiosity, and tenacity

Benefits:

• Unlimited PTO (we mean it!)

• Comprehensive medical, dental, and vision insurance plans

• STD, LTD, AD&D, and life insurance coverage

• Free membership to TalkSpace, Teladoc and Health Advocate

• Free annual membership to One Medical in participating regions

• 401(k) retirement plan with company matching

• Pre-tax commuter benefits

• Free equipment: laptop and home office stipend