Account Manager

Lexington, MA, United States

Job Description:

JOB SUMMARY:

Are you passionate about providing proactive and professional communication to client partners, offering them the top-notch partnership they deserve?

Are you an innately curious person who is driven by challenges and doesn't settle for "that's the way it has always been done" or a "no" and looks for new approaches to get stakeholders to a "yes"?

Are you a roll-up-the-sleeves collaborative team member who will partner with internal teams to collaborate on solutions for your clients' challenges and needs?

Are you willing to dig into business and marketing metrics to understand what is driving success for your portfolio of clients?

Cartera, a Rakuten company seeks an account management professional with 4-6 years of experience supporting or leading external client partnerships. As an Account Manager on the Account Management Team, you will manage an assigned portfolio of key client accounts and be responsible for driving both Client and Cartera revenue while delivering the best possible partnership experience through daily emails, weekly status meetings and quarterly strategy presentations.

Specifically, you will responsible for all aspects of the day-to-day operations of your clients' online loyalty shopping programs: ensuring that internal teams deliver on marketing campaigns and product enhancements; guiding your clients to leverage Cartera best practices for promoting our online shopping offers; and accurately monitoring, tracking and analyzing the effectiveness of our strategies to ensure that the clients' goals and Cartera's business objectives are met. You will be interacting with many internal teams on a daily basis (Project Management, Marketing, Merchant Sales and Analytics) and be the liaison between those internal teams and your clients. It's a dynamic, interactive and collaborative role working with some of the biggest loyalty programs in the U.S.!

KEY RESPONSIBILITIES Offer day-to-day support to your assigned portfolio of accounts with a heavy focus on driving and aligning Cartera and Client program and revenue goals;

Plan, develop, cross-sell and execute new Cartera and Client initiatives relative to enhancing program performance;

Serve as the intermediary between the Client and various internal departments such as Merchant Sales, Marketing, Product, Technology, Project Management, Analytics and Accounting;

Lead regular Client calls/meetings to review top-line program performance and marketing efforts with a focus on executing against key strategic growth levers;

Develop working knowledge of Cartera products and services and how they map to Client business needs, in order to support pitching and selling in the right solutions at the right time;

Build strong Client relationships and address Client needs quickly to uphold Cartera's industry-leading reputation for excellent partnership at every level;

Develop familiarity with Client contractual requirements and understand the role you play in securely and confidentially handling data and sensitive information to maintain legal and compliance standards;

Clearly communicate program performance to internal and external stakeholders and partner with direct manager on account strategy to uncover new opportunities for revenue growth;

QUALIFICATIONS:

Candidate will have prior experience in account management, marketing and analytics, exhibiting a strong aptitude in marketing analysis and strategic client engagement. Bachelor's degree in a related field and 10% domestic travel required.

Account Management:

Experience supporting or leading external account/client relationships for multi-faceted programs that encompass business development, marketing and/or technical components. Preferred industry experience in digital marketing, eCommerce, mobile or technology, with a basic understanding of technical project planning and release schedules. Experience with loyalty programs, including airline frequent flier, hotel frequent guest, retail loyalty, affinity and reward programs a plus.

Communication :

Exemplary written and oral communication skills (professional, detailed, proactive and responsive). Experience developing slide presentations and excited by opportunities to present, both in-person and via video conferencing. Strong track record of professionalism working with both internal and external stakeholders. Utilize persuasive communication skills, out-of-the-box thinking, and persistent optimism to ensure internal and client approvals of program tactics.

Analytics :

Experience with qualitative and quantitative analysis of program results, comfortable taking the first pass at understanding key performance metrics and partnering with direct manager to brainstorm recommendations for strategic and/or tactical changes. Any prior experience with (or interest in learning!) business analytics/reporting and knowledge of digital marketing/eCommerce marketing campaign metrics is especially helpful in this role.

Partnership :

Solution-oriented problem solver who listens well and asks a lot of questions to help support teams in thinking creatively. Strong cross-functional collaboration within an organization and willingness to go the extra mile to bridge relationships a must. Optimistic outlook, willingness to seek solutions to client challenges and provide an upbeat, relationship-first demeanor at all times. Work hard, play hard and do what is right for the clients and our business.

MINIMUM REQUIREMENTS: Bachelor's Degree required

4-6 years of experience in account management

10% domestic travel required

#LI-EP1

Five Principles for Success

Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.

Always improve, Always Advance - Only be satisfied with complete success - Kaizen

Passionately Professiona l - Take an uncompromising approach to your work and be determined to be the best

Hypothesize - Practice - Validate - Shikumika - Use the Rakuten Cycle to succeed in unknown territory

Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile

Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team

Rakuten provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. Rakuten considers applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.