Account Manager (B2B E-commerce)

We are hiring a relationship-driven Account Manager to support merchants in a fast-paced B2B e-commerce environment. Unlike a generalist AM, this role requires technical fluency: you will guide merchants through onboarding, integrations, KYC/KYB, analytics dashboards, and operational workflows, while coordinating with engineering, product, data, and support teams to resolve technical issues. Candidates should be comfortable explaining APIs, payment flows, and cross-border commerce concepts in plain language.

Key Responsibilities

• Serve as the primary point of contact for merchants, leading onboarding, weekly check-ins, and performance reviews

• Guide merchants through platform features, API integrations, analytics dashboards, and operational workflows

• Track and shepherd merchant submissions including KYC/KYB requirements through to completion

• Troubleshoot operational and technical issues by coordinating with engineering, product, data, and support teams

• Provide weekly metrics and trend analysis on sales, risk, traffic, fulfillment, and conversion

• Build PowerBI/Tableau reports and client-facing summaries to drive business reviews

• Document merchant communications, decisions, and tickets across internal systems

• Escalate high-risk concerns and partner internally on remediation or product fixes

• Identify upsell and cross-sell opportunities tied to merchant performance and platform capabilities

Required Qualifications

• Minimum 3 years of experience in account management or customer success, ideally supporting e-commerce brands or B2B SaaS

• Strong verbal and written English communication; able to lead calls confidently

• Ability to explain technical or operational topics (APIs, integrations, payments, fulfillment) in simple terms

• Strong organizational skills with proven ability to manage multiple merchant accounts simultaneously

• Hands-on experience with analytics and reporting tools such as PowerBI or Tableau

• Comfort with spreadsheets and data analysis

• Fully fluent in English

• Ability to commit long-term and full-time

Preferred Qualifications

• Familiarity with merchant tools, API-enabled systems, payment platforms, logistics, or cross-border commerce

• Experience supporting marketplace, fintech, or payments products

• Background in KYC/KYB, fraud, or compliance workflows

• Experience with Shopify, BigCommerce, Magento, or similar e-commerce platforms

Tools & Technologies

• PowerBI, Tableau, Looker, Google Sheets, Excel, JIRA, Zendesk or Intercom, Salesforce or HubSpot, Slack, Zoom; APIs, webhooks, SQL exposure (a plus)

Core Competencies

• Technically fluent without being an engineer

• Comfortable as the merchant's voice inside the company

• Highly organized with strong follow-through

• Cool under operational pressure

• Cross-functional collaborator

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term role, dedicated exclusively to one of our clients. All roles at Persona are 100% work-from-anywhere. Once hired, we will carefully match you to a client company that best suits your career background, skills, and goals.