Account Expert

Working at Omnisend is... kind of boring. Not the soul-crushing kind, more like smart people doing great work without chaos or drama.
That’s because we focus on what matters. No pointless meetings, micromanagement, or unnecessary bureaucracy getting in the way. And when we're not sure what the next move should be, we test it — we're data-driven, and insights beat gut feelings every time.
Same goes for how we treat each other. Feedback here is honest, because people actually listen, and there's no room for egos or hand-holding. Everyone's an experienced professional who moves fast and adapts easily.
All of this matters, because Omnisend is customer-funded and customer-driven, so our work stays rooted in solving real problems for ecommerce brands. Results > promises.
And when the work's done, we know how to enjoy it — the grown-up kind. Workations, team gatherings, the occasional party. Nothing forced, no awkward icebreakers. We genuinely like being around each other.   About the role: The Account Expert role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organizational stakeholders and a research-based mindset.

What you’ll do @Omnisend:

• Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customers.
• Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts.
• Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels.
• Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner.
• Provide best practices to ensure clients are achieving their business goals.
• Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation.
• Keep merchants up to date on product releases and new features.
• Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement.
• Conduct QBRs, establish quarterly goals for customers and help achieve them.
• Document troubleshooting and problem resolution steps.

We expect that you’ll bring: