Account Associate, Client Success

Washington, DC, United States
Main Location
Washington, DC, United States
Open jobs

Optoro is a fast-growing technology company that is revolutionizing the retail industry. Every year, more than 15% of retail goods are returned or simply never sell. This creates tons of unnecessary waste and costs retailers billions.

Our mission is to make retail more sustainable by eliminating all waste from returns. Our technology platform connects every returned item to its best home, thereby increasing profitability for retailers, giving consumers great deals, and reducing environmental waste.

Backed by some of the top investors in the country - including Kleiner Perkins, Revolution Growth, and UPS - Optoro is powered by its collaborative, unconventional, and resourceful employees who love solving big problems. We are looking for individuals with similar creativity and energy to help build a lasting company focused on the triple bottom line.

The Account Associate is a key player on the Client Success team providing support to achieve revenue goals and drive optimal performance for our clients. The Account Associate analyzes data to deliver results for clients and surface improvement opportunities. The Associate also supports the Account Executive in planning the account strategy, managing client relationships and communicating results against benchmarks internally and externally.

Duties and Responsibilities

Client Program Support

  • Monitor, review and analyze all key metrics for client portfolio (revenue, profitability, channel mix, client recovery, sales velocity, refund rates, etc.) to ensure performance targets are exceeded
  • Investigate and resolve program issues, identify new solutions and provide fast course corrections
  • Participate in and prepare materials for client-facing meetings to further our strategic relationships and growth objectives
  • Identify and execute program optimization and performance improvement initiatives
  • Support launch of new clients and new programs
  • Work with clients and internal stakeholders to optimize channel mix of inventory, define pricing strategy and actively manage to sell-through targets in alignment with client recovery goals
  • Support monthly client settlement and payment process

Strategic Initiatives and Planning

  • Partner with Account Executive to drive and execute Strategic Account Plans
  • Provide project management and/or deliverable support across a range of strategic initiatives for Account Executive and VP Client Success; typically 1-3 ongoing special projects at any given time
  • Support account-specific revenue forecasting using relevant program metrics and analysis

Cross-Functional Collaboration

  • Work cross-functionally on client initiatives and program performance across Sales, Solutions, Product, Tech, Marketing and Operations teams
  • Support preparation of analysis and materials for Client Development, Senior Executive and Board meetings

What You Bring to the Team

  • Exceptional data analysis and problem-solving skills
  • Superior teamwork and interpersonal skills
  • A positive attitude, curiosity and a desire to learn
  • Time management and organizational skills
  • Entrepreneurial spirit
  • You can’t wait to know and interact with our clients, our cross-functional teams and anyone who will make our clients more successful
  • You thrive when tackling complex problems, whether building models and dashboards or creating new analytical frameworks to refine the team’s thinking
  • You’re a self-starter who is agile, resilient and positive, even in challenging circumstances
  •  You anticipate problems before they happen and start tasks without waiting for direction
  •  Yet, you know when to pause and ask for guidance or help

Qualifications

  • Bachelor’s degree
  • Minimum of 1-2 years of professional experience
  • Proven quantitative and analytical abilities required, including Tableau and Excel skills
  • Experience in a related industry such as retail, supply chain or technology preferred
  • Management consulting experience preferred
  • Client-facing experience viewed favorably
  • Excellent attention to detail with exceptional follow-up
  • Strong communication and presentation skills
  • Ability to thrive in a fast-paced environment
  • High-achiever, self-starter and team player
  • Readiness to travel up to 20%

Working Conditions

The role may require occasional travel to visit client sites and headquarters. Similarly, Associate may also travel to participate in client implementations.

Optoro is an equal opportunity employer.

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