Purpose of Role
The Global Account Management (GAM) team focuses on managing, developing and maintaining the company’s existing accounts. The focus is on retention and finding opportunities for upsell by promoting nShift’s various products and solutions to the existing customer base. The team is charged with working to counter churn by increasing customers’ product knowledge, addressing issues and escalations, and broadening the contact base within the customer companies. The role entails continuous collaboration, holding business reviews, being the customers spokesperson internally in nShift, being a point of escalation where needed, but more preferably guiding the customer to success.
The Global Account Management function is a central part of nShift’s commercial organization and focuses on developing and maintaining the company’s existing accounts in all the different markets.
You ensure quality customer experience and a high customer value, develop commitment and increase customer satisfaction. All to secure long-term relationships, increased revenue and continued growth where possible. Being the internal spokesperson for customers, collaborating with relevant nShift teams to ensure customer satisfaction and retention, are included in the role. As an Account Manager, you have the overall responsibility of customers assigned to you.
The areas of responsibility:
Commercial responsibility for your accounts
Ensure customer experience and a high customer value, develop commitment and increase customer satisfaction, all to secure long-term relationships, increased revenue and continued growth where possible
Categorizing customers into possibilities of up-sell and making sure our offering to the customer develops and changes to meet their needs
Continuous collaboration, holding business reviews, being the customers spokesperson internally in nShift on behalf of the customer
Collaborating with relevant nShift departments to ensure customer satisfaction and retention
Increase nShift’s footprint within the customer (upsell and cross sell), increase the scope of nShift’s products in use (functions and functionality), broaden the use (target new departments, etc. at customers), where possible.
Securing customer advocacy
Personality traits and skill set
Meet Your Manager
Head of Account Management
Sweden & Norway
How long have you worked for nShift?
I Joined nShift in August 2018, so a bit over 4,5 years now.
What do you love about nShift?
What difference will this role make to nShift if I join?
You will fill an important role for our many larger Norwegian customers. As a SaaS company acting in a quite complex area of business we need to secure that we are attentive, drive dialogues and help our customers succeed using our products.
Speaking Norwegian and being knowledgeable with Norwegian businesses and culture and way of life will increase our ability to be closer to our customers and strengthen the relationships.
Being a member of the GAM team based in Norway will also enable us to more swiftly participate in events, meetings and more for the Norwegian market.
nShift is the global leading provider of cloud delivery management solutions enabling frictionless shipment and return of almost one billion shipments across 190 countries annually. nShift’s software is used globally by e-commerce, retail, manufacturing and 3PL shippers. The company is headquartered in London and Oslo. It has over 500 employees across offices in Sweden, Finland, Norway, Denmark, United Kingdom, Poland, the Netherlands, Belgium and Romania.