What are the responsibilities and job description for the Account Manager, Support Suite position at Gorgias?
Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.
Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations - from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.
About the Team
The Account Management team is part of the Sales Team at Gorgias. The focus of our team is driving growth in Annual Recurring Revenue (ARR) through renewals, cross-selling and upselling to our existing customer base. In this critical and highly cross-functional role, you will be joining a team of 5 Account Managers that support our Mid-Market customers and your skills will be instrumental in driving revenue.
About the Role
The Account Manager (AM) will manage a portfolio of 150-180 accounts, focusing on driving growth and retention. Working closely with your Customer Success Managers (CSMs), the AM will identify and capitalize on expansion across multiple products : Automate, Convert, Voice.
What You'll Do
- 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.
Who You Are
Perks & Benefits
More cool things to know about Gorgias...
Diversity, Equity, and Inclusion at Gorgias
At Gorgias, we're dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.
We also recognize that individuals from diverse backgrounds-especially women and underrepresented groups-may hesitate to apply if they don't meet every requirement. If this role excites you and you're eager to grow, we strongly encourage you to apply, even if you don't check every box. You might bring something unique and valuable that we didn't even know we needed.
If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let's grow together!
