Account Manager

Scale Army

Role Overview

The Account Manager will serve as the primary point of contact for merchants, overseeing communication, problem-solving, and relationship management. This role requires 3+ years of customer-facing experience, preferably within B2B e-commerce, SaaS, or online marketplace environments. You will support merchants, guide them through onboarding and integrations, answer questions confidently on calls, and ensure smooth operational workflows across multiple internal teams.

Key Responsibilities

Merchant Relationship Management

• Act as the main point of communication for assigned merchants.

• Conduct recurring check-ins, onboarding calls, and performance reviews.

• Understand merchant needs and proactively provide solutions or escalate issues.

• Maintain detailed merchant notes, task lists, and communication logs.

Operational Support

• Guide merchants through platform features, integrations, and analytics dashboards.

• Troubleshoot operational issues and coordinate with engineering, data, or support teams.

• Ensure merchant KYC/KYB requests or data submissions are completed correctly.

Performance Monitoring & Reporting

• Provide merchants with weekly metrics, summaries, and data insights (sales, risk, traffic, and fulfillment patterns).

• Identify trends, risks, and opportunities for merchants based on platform analytics.

• Prepare client-facing presentations or summaries for meetings.

Communication & Cross-Functional Collaboration

• Confidently lead calls with merchants and internal stakeholders.

• Work closely with product and engineering teams to relay merchant feedback.

• Track tasks, updates, and issues using internal tools and ticketing systems.

Qualifications

Experience

• 3+ years of experience in account management or client success.

• Experience supporting e-commerce brands OR SaaS B2B platforms.

• Preferred: Experience with merchant tools, e-commerce platforms, or API-enabled systems.

• Preferred: Background working with cross-border commerce, payments, or logistics.

Skills

• Strong communication and fluent English (verbal + written).

• High confidence in leading calls and explaining technical topics simply.

• Strong organizational skills and ability to manage multiple accounts.

• Familiarity with analytics dashboards, spreadsheets, and reporting.

What Success Looks Like

• High merchant satisfaction and retention.

• Smooth onboarding experiences and proactive issue resolution.

• Clear communication and consistency in support delivery.

• Accurate reporting and insight delivery to merchants.

Opportunity

Join a fast-moving global technology company working with innovative merchants. You ll play a key role in helping clients scale across borders while strengthening product adoption and operational success.