Enterprise Account Manager

Neto eCommerce Solutions

Neto is looking for an Account Manager with a passion for WOW-ing customers to support our most valuable accounts.

  • Provide white glove account management + customer service
  • Manage a portfolio of our biggest customers
  • Vibrant people-focused company culture
Job Summary

Operating as part of a high-performing service team, you will use your retail and general industry experience, technical know-how, multitasking ability and unparalleled customer service skills to help our larger merchants set up, optimise, and run their retail operations. You will provide account management, managing  technical assistance and provide valuable insights via phone, ticketing systems and in face to face meetings.

The Position

Operating as part of a high-performing service team, you will use your industry experience, technical know-how, multitasking ability and unparalleled customer service skills to help our most valued merchants set up, optimise, and run their online stores.
  
Responsibilities
  • Provide outstanding phone and email based service and support to our XL customers.
  • Attend face to face meetings and be comfortable presenting in a group scenario.
  • Be the face of Neto at customer events.
  • Prioritise multiple accounts’ priorities and escalate where required.
  • Assist merchants with setting up and configuring their Neto online stores.
  • Assist merchants with debugging front-end design issues.
  • Recommend ways to best utilise the Neto platform.
  • Match merchants with top Neto Partners or internal service teams to assist with custom design and development projects.
  • Point out areas for improvement, including opportunities for product adoption and implementing new Neto features.
  • Develop solutions and utilise standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand.
  • Escalate unresolved issues as required while maintaining ownership of issues through resolution.
  • Ensure all customer information is maintained and recorded in the relevant CRM system accordingly.
Skills Required
  • High level of customer service and communication skills.
  • A thorough consultative sales ability. Experience with either a challenger or solutions sales process would be highly regarded.
  • A work ethic that demonstrates dedication to the company, its mission, personal pride, and the team.
  • Significant previous experience in a technical support, account management or customer consulting position, in a fast paced environment.
  • Exceptional critical thinking and soft skills with experience in de-escalating difficult situations.
  • An understanding of the various components within web applications, including page layouts and basic data structures, and how they work together
  • A passion for WOWing customers and providing often unique solutions to best fit each customer's situation.
  • Dedicated team player interested in growing and competing alongside some of the best tech support agents in the business, willingness to help others grow and seek help from peers to maximize potential.
  • Excellent written communication skills for documenting calls and platform issues as well as excellent verbal communication and the ability to deal with difficult situations, and strong customer relationship skills.
Highly Regarded
  • Strong technical skill-set including HTML/CSS and an understanding of eCommerce and web technologies (DNS, SSL, SEO, Google Analytics, etc) and how they all work together.
  • Previous ecommerce/retail experience.
  • A strong understanding of SaaS/cloud based products.
A good sense of humour and a willingness to participate in our social office atmosphere is also important.

Why work at Neto?

Neto is an Australian born and based end-to-end SaaS solution. Over 3,000 Retailers and Wholesalers use our retail management platform to manage their ecommerce, point of sale, inventory and fulfilment. Cumulatively, our customers have turned over more than $2 billion through our service.

Since launching, we have fast become a major player in the SME ecommerce platform space, winning the NORA best ecommerce platform award in 2018 and a finalist in the 2019 Best Ecommerce platform category. 

Find out more about what we do and the customers we work with at www.netohq.com

Benefits of working here:
  • Flexibility to your working day
  • Paid Study leave
  • An active social club with regular events 
  • A free Neto store to live out your entrepreneurial dreams
  • Free access to Telstra’s EAP
  • Access to discounted health insurance with affiliated provider
  • Tournaments in our games room (Pool, Table Tennis etc)
  • On site gym at a subsidised cost 
  • Espresso and beer on tap 
We pride ourselves on creating an awesome place to work and can't wait for you to join us. 

Location

Our offices are located in South Brisbane, minutes from the train station. The ideal location for anyone looking for easy access to public transport!

Apply Now

We are looking for energetic talents who are passionate and have the desire to succeed. If you are a high achiever who is willing to learn and grow with us, come and join our team!

Applications will be treated as strictly confidential.