Senior Account Manager

The Folklore is a technology platform that empowers brands to launch products across multiple marketplaces, social media, and search engines in seconds, ship anywhere affordably, and sell more with stronger photos and content. We primarily serve brands in emerging markets—Africa, LATAM, and Asia—as well as emerging brands in the U.S. and Europe. The Folklore is a Techstars (Techstars Seattle 21’) and venture capital-backed company that has been featured by Vogue, Forbes, Fast Company, Inc., Bloomberg, and Entrepreneur. The company has worked with top companies including Nordstrom, Farfetch, Shopbop, and Revolve. Overview The Folklore is seeking a detail-oriented, highly organized Member Success Manager to support our members in onboarding and succeeding with The Folklore. In this fast-paced, cross-functional role, you’ll manage onboarding, customer support, and account management to ensure brands have a seamless experience utilizing our platform and accessing our resources to further their business goals. This is a remote, contract role ideal for someone who thrives in customer support and operational roles and is excited about empowering diverse and international brands to reach new markets. Core Responsibilities Manage Customer Support Inbox - Review and respond to incoming platform and tech inquiries from brands via email and WhatsApp within SLA. Open & Close Tickets - Log all brand inbound inquiries as tickets and work cross-functionally to close all tickets within SLA, and keep the brand updated on the status of the resolution. Troubleshooting calls - 15-20 minute calls with users to solve platform and tech issues Host Onboarding Calls - Host onboarding calls with brands to show them how the platform works and understand their goals to best provide them with a great experience Upselling - Upsell brands on lower subscription tiers to upgrade to higher priced plans and utilize features or add ons that will increase the amount of money we’re making from your account. Monthly Account Management Emails - Send standard and custom monthly emails for the First 30-Day check in, Monthly Email Touchpoint, and requesting quarterly check in calls Quarterly Check-In Call - Host quarterly check in calls with brands to check in on how they are doing and suggest new ways to utilize our system. Account Health Checks - Review brands activity and evaluate their product usage and provide feedback to help them get best value and to improve their chance of selling. Churn Risk Flag & Prevention - Consistently track brands with low platform engagement as high risk and work according to churn ricks strategy to get them back in good standing. Engage WhatsApp Community: Daily communication in WhatsApp speaking community to get brands talking and share helpful information. Who You Are A strong leader that acts, works well independently, and adapts when necessary. Excellent communication skills with a continuous learning mindset and bias for action. Extremely well organized with a high attention to detail Work well under pressure and can manage multiple priorities A collaborative team player with a passion for cross-functional alignment. A creative problem-solver who excels at identifying simple solutions to complex problems. Relentlessly resourceful, able to execute tasks with limited information and ambiguity. Highly adaptable to a fast-paced startup environment requiring quick decision-making. Highly accurate and organized, with the ability to quickly learn new software. Must Have Minimum of 5+ years full time B2B customer success/account management experience Minimum of 2 years interfacing with SMB clients at technology solutions or subscription based company Native or Full Professional Proficiency of English 2-3 years of startup or small business experience Strong time management skills; motivated and efficient Excellent written and oral communication skills Your Life and Career at The Folklore Work remotely Be part of a world-class startup team Think and act like an owner-operator Potential for rewarding career advancement opportunities Seniority level Mid-Senior level Employment type Full-time Job function Sales and Business Development Software Development We’re not able to include some parts of the original content that were boilerplate or not relevant to this role. This description focuses on the responsibilities and qualifications for the Member Success Manager position. #J-18808-Ljbffr