Key Account Manager

What Do We Do
ShopDeck helps e-commerce merchants set up and manage their D2C storefront "profitably".

Proposition For Merchants
D2C selling made as easy as selling on e-com marketplaces

Why build this?

• India's D2C wave has been limited to venture-funded D2C brands today
• The art of selling on your own website is not democratised. There are ~500k-1M sellers who can sell D2C but can at best sell on marketplaces
• Philosophically - we feel brand owners should spend most of their time on the product and not on channel optimization
• Shopify / Status-quo software solve for work-flow management of storefront but don't do enough on "helping" merchants sell well

Our proposition

Role
We have a software + services proposition for the merchant with the goal of optimising for the merchant's profitability.Our product is an all-in-one software stack that gives merchants everything they need to sell D2C, i.e. Storefront, Shipping, Marketing integrations, Communication. Our services layer works on top of this software stack to achieve profitability for merchants. Here, we combine 4-key roles in classic e-commerce setup, all relevant for any D2C brand as well:

• Marketing manager ("top of the funnel")
• Category manager ("products/merchandising")
• Product manager ("website/app metrics")
• Ops manager ("shipping metrics")

Our services layer measures metrics across all these buckets to optimise and take appropriate actions for merchant's profitability.Over time, the goal is to productize our services layer - which we believe will move the baseline of what merchants expect from a storefront software.

Team And Scale
We're at ~$4.5M ARR and had hit profitability earlier in the year. We've recently raised series-B from led by Bessemer Venture Partners (who had famously led Series A for Shopify in 2010) with participation from Elevation Capital, General Catalyst (fka Venture Highway) and Chiratae Ventures.

Founders

• Rishabh Verma
• Harmin Shah

Role Charter
How will this role shape you?

Imagine managing multiple businesses across diverse categories—exciting, right? As a KAM, you'll be the single point of contact (SPOC) for these sellers, tackling complex daily challenges while enhancing your skills in communication, interpersonal relations, and coordination. With our rapid growth, you'll enjoy unparalleled opportunities for personal and professional development.

What You'll Do as a Key Account Manager?

• Strategic Relationship Management

• Cultivate and nurture strong partnerships with your assigned accounts, positioning ShopDeck as their trusted ally.

• Conduct regular check-ins to proactively address concerns and keep communication flowing.

• Customer Success Excellence

• Achieve a ticket closure rate above 90% for your key accounts, ensuring we meet and exceed service expectations.

• Cross-Functional Collaboration

• Work hand-in-hand with internal teams to create a seamless customer experience, resolving issues swiftly and enhancing satisfaction.

• Coordinate efforts to meet targeted resolution times for client inquiries.

• Product Adoption

• Help brands navigate the e-commerce landscape, guiding them in maximizing their growth on our platform.

• Stay in the loop on product updates and share insights with clients to foster engagement.

• Reporting & Documentation

• Accurately document client interactions in our CRM system, ensuring clarity and precision in all communications.

What will an ideal candidate look like?

• Experience: You have 1+ years of experience in an MNC, start-up, or reputable organisation; previous e-commerce experience is a plus
• Education: You hold a degree in Business, Marketing, or a related field; MBA candidates are especially welcome.
• Tech-Savvy: Familiarity with CRM tools (like Salesforce) and dashboards, plus the ability to communicate technical concepts clearly.
• Customer-Centric: You can anticipate customer needs, proactively tackle issues, and drive satisfaction.
• Relationship Builder: Excellent interpersonal and communication skills enable you to forge strong connections with stakeholders.
• Analytical Thinker: You possess strong analytical and problem-solving skills, turning data insights into actionable strategies.
• Team Player: You thrive in collaborative environments, working effectively with Marketing, Operations, Finance, and Design teams.
• Adaptable: You excel in dynamic, fast-paced settings and are ready for any challenge that comes your way.
• Time Manager: You know how to prioritise your workload and delegate tasks efficiently.

What will you get?

• Attractive Compensation: Enjoy a competitive pay structure that combines fixed and variable components, surpassing what others in the market offer.
• Comprehensive Medical Coverage: Benefit from robust medical insurance that prioritises your health and well-being.
• Unmatched Growth Opportunities: Experience a unique chance to learn and develop at an extraordinary scale, enhancing your skills and career trajectory.
• Innovative Contributions Welcomed: We value your ideas Play a pivotal role in shaping our services and products with your insights and creativity.
• Collaborative Culture: Work closely with senior management and be involved in strategic decisions, fostering a dynamic and inclusive workplace.

Join us and be part of a team that champions innovation and collaboration

Equal Opportunity Employer: We are an equal opportunity employer and encourage all qualified applicants to apply, regardless of race, colour, religion, gender, disability status, or any other characteristic protected by law.

Skills: communication,management,e-commerce