Customer Success / Account Management Professional (Brand Success Team)

About this role

The mission of the Brand Success team is to partner with and coach the highest potential brands to most effectively utilize Faire’s wholesale platform—to grow their sales and simplify their operations. We are seeking a results-oriented customer success / account management professional to manage a book of ~200-250 brands. You will be responsible for engaging and coaching brands within your book on strategies, tactics, programs, products, and events on Faire, in addition to supporting their day-to-day operations. You will be accountable for driving high-value brand actions using a tailored brand-specific approach. Your success in the role will be based on hitting sales goals related to our brands’ utilization of Faire’s tools and upselling them on new products and programs we are launching.

What you’ll do

• Regularly engage with brands across scaled and 1:1 email, phone, in-person, and video calls
• Owns your book of business + revenue outcomes you’re responsible for driving
• Develop and manage customer relationships, built on trust and credibility
• Drive high-value adoption and ongoing usage of Faire Direct via brand sales and marketing efforts to maximize Retailer Acquisition
• Drive customer adoption and retention within brand-funded programs such as Ads and Insider Partnership
• Identify growth opportunities for your brands, and coach them from strategy through execution
• Communicate new product releases and updates to your accounts
• Synthesize, measure, and communicate the voice of the customer to provide actionable and invaluable feedback to help size blockers and prioritize product development
• Collaborate cross-functionally on various initiatives to further the success of our brands (support, product, design, marketing, etc.)
• Use data, graphs, and reports to truth-seek and drive action to beat goals
• Be relentlessly resourceful, scrappy, and act with urgency to ensure Faire’s success
• Be adaptable to changing business needs and goals
• Foster a psychologically safe, motivating, inclusive, and energizing team culture

Qualifications

• Fluent in Korean: You meet your brands' needs by supporting our top-performing apparel brands whose preferred language is Korean.
• Experience: You have 5+ years of experience in sales, account management, or business development in a fast-paced environment; You have experience using a variety of fundamental sales and data tools (e.g., Salesforce, data visualization software, call recording tools)
• Customer obsessed: You always do what’s right for the customer; are our customers’ strongest advocate; you understand the needs and priorities of small businesses, and are excited to help these small businesses be successful.

Goal-oriented: This is a quota-based role! We want you to be motivated to exceed your goals. AI Native: You operate AI-first, leveraging AI tools to streamline your workflows and strengthen your pitch.

• Strong communicator: You are excellent at listening and at communicating ideas clearly and succinctly both in verbal and written form. You can aggregate customer feedback to influence cross-functional stakeholders/decisions.
• Ownership mentality: You are an owner and are willing to go above and beyond your job description to help your team succeed. You have a bias to action, and a willingness to figure things out.
• Relentlessly resourceful: You won’t quit and are willing to do whatever it takes to make brands and our team succeed.
• Growth Mindset: You are self-aware and can identify your own strengths and weaknesses. You have intrinsic curiosity and are eager to accept feedback and actively seek out ways to get better every day.
• Agile and flexible: You have an ability to learn fast, iterate, and be adaptable. You are resilient and bounce back when things get tough.
• Collaborative: You empathize with and work well across teams; You want to be around others who share your goals and you want to be growing and achieving together. You share best practices and you see your team’s success as your own.
• Creative problem solving / innovation: You can come up with creative solutions to customers’ problems. You can create, iterate, and evolve the Brand Success strategy, process, and tactics to help build an effective and efficient motion.
• Analytical rigor: You are effective at leveraging data to identify and discuss actionable insights; You are able to track, analyze, and communicate key performance metrics.