Project Coordinator

**Introduction**:
Our goal at Pivotree is to help accelerate the future of frictionless commerce. We will help lead this change over the next decade because we believe a future where technology is embedded intimately into all aspects of our everyday lives can benefit everyone and will shape the interactions with the brands we love. We will help shape the future of frictionless commerce by working together with some of the best brands in the world and some of the best people in the industry to leverage converging technologies that will make it possible to accelerate frictionless commerce faster than ever.

Pivotree provides services focused on the design, implementation, management, and maintenance of complex ecommerce solutions for large enterprises. We provide the technical skills necessary to enable the effective use of technologies combined with the business context to leverage a solution to solve our clients' business challenges. We strive to fill the gaps in available technology with our own IP to reduce the barriers to adoption.

We enable inclusive, immersive and highly personalized experiences for our clients and their customers. We build our products with a view to productizing and scaling technology to lower the costs and reduce the risks of implementing and managing our integrated solutions. Each of our solutions starts with reliable and reputable e-commerce and MDM platforms, which run on enterprise grade infrastructure that are customized to meet a variety of client needs, situations, and budgets. Over the next 10 years we will add new categories and capabilities that will define frictionless commerce ecosystems.

This is a journey of technology acceleration combined with consumer readiness and adoption. We are looking for people capable of adapting relentlessly to the rapidly evolving world around us.

**Position Overview**:
We are seeking a highly motivated and proactive Account Executive to join our team and take charge of managing our portfolio of Managed Services (MS) legacy accounts, with a focus on old hosting accounts. As an Account Executive, you will be responsible for overseeing Monthly Recurring Revenue (MRR), ensuring Statements of Work (SOW) are in place, and promptly creating Change Requests (CR) as needed. Your role will also involve maintaining a positive and productive relationship with MS customers while identifying opportunities to upsell and enhance our services.

**Key Responsibilities**:
**1. Legacy Account Management**:

- Take ownership of the company's existing Managed Services legacy accounts, primarily focusing on hosting MS accounts.
- Develop a deep understanding of each account's unique needs, challenges, and growth potential.

**2. Monthly Recurring Revenue (MRR) Management**:

- Monitor and analyse Monthly Recurring Revenue (MRR) for each managed account.
- Identify trends and opportunities to maximize revenue generation.

**3. Statements of Work (SOW)**:

- Collaborate with the internal team to ensure that all MS services provided to clients have well-defined and updated Statements of Work (SOW) in place.
- Review SOWs periodically to ensure compliance with evolving client requirements.

**4. Change Request (CR) Creation**:

- Promptly address client requests for changes to existing services or new service additions.
- Facilitate the creation of Change Requests (CR) by coordinating with relevant internal departments.

**5. Customer Relationship Management**:

- Foster positive and long-lasting relationships with MS customers by being responsive, attentive, and proactive in addressing their needs and concerns.
- Act as the primary point of contact for customer inquiries and escalations related to the managed accounts.

**6. Upselling and Service Enhancements**:

- Identify opportunities to upsell additional services or features to MS customers based on their evolving needs and business objectives.
- Collaborate with the Sales team to implement upselling strategies effectively.

**7. Reporting and Analysis**:

- Generate regular reports on the performance of managed legacy accounts, including revenue growth, customer satisfaction, and service utilization.
- Provide insights and recommendations to the management team based on data analysis.

**8. Collaboration and Communication**:

- Collaborate with cross-functional teams, including Sales, Operations, and Support, to ensure seamless service delivery and exceptional customer experience.
- Maintain clear and timely communication with internal stakeholders on the status of managed accounts.

**Qualifications and Skills**:

- Bachelor's degree in Business Administration, Marketing, or a related field.
- Proven experience in account management, preferably in the Managed Services.
- Familiarity with Managed Services and hosting environments, including a basic understanding of technical concepts.
- Strong communication and interpersonal skills, capable of building positive relationships with clients and internal teams.