Account Manager (Onboarding & Success) Full Time NEW

The role

We’re hiring our first dedicated Account Manager (Onboarding & Success) to be the voice, safety net and success driver for our new merchant partnerships. You’ll own the day-to-day relationship across our portfolio: onboarding newly signed brands, setting up their accounts, troubleshooting issues, providing ongoing support and making sure every partner is properly looked after.

This isn’t a sales role. You’ll be the person who starts and keeps the engine running once a brand is signed. You’ll be the trusted point of contact merchants come to with questions, and the calm, capable voice they hear when something needs investigating.

You’ll be responsible for organising catch ups, ensuring their accounts are running smoothly, providing them with insights and going above and beyond to give them a superior level of service.

You’ll report directly to and work closely with our Head of Partnerships and our CEO (the person writing this job description) – but you’ll need to be self-motivated, ambitious and hit the ground running. 

What you’ll be doing

• Owning the partner inbox – responding to brand and affiliate queries with speed and clarity
• Managing all new brands through the onboarding process to ensure everything is firing as expected
• Triaging customer service issues and escalating cleanly when something needs engineering
• Spotting growth opportunities within existing accounts and flagging them to the appropriate team member
• Acting as the feedback loop between our partners and the product roadmap – what’s working, what isn’t, what’s next
• Checking integrations, tracking and exploring any issues with connectivity
• Keeping HubSpot tidy and up to date: notes, contact records etc
• Getting stuck in and helping wherever your expertise is needed

Who you are

• 2+ years in an account management, client success or customer support role – ideally in affiliate marketing, performance marketing, SaaS, e-commerce or martech
• A brilliant written communicator. Calm, clear, and human under pressure
• A no holds barred approach to success and helping others
• Comfortable with technical marketing concepts even if you’re not a developer – tracking pixels, UTM parameters etc
• Organised to your fingertips. You can hold thirty open conversations in your head without dropping any of them
• Self-directed and trustworthy in a fully remote environment
• An avid lover of endurance sports, or sport more broadly – we work with brands you’ll actually care about. You’re as comfortable on a 100km ride as you are on a 20km trail run – and you understand what makes the sports industry tick

Nice to haves

• Direct experience of using an affiliate network
• HubSpot CRM experience
• A second European language – we’re starting to look at EU expansion

What we offer

• £38,000 – £42,000 depending on experience
• Bonuses based on company performance
• Remote within the UK (option for hybrid/in-office), with team meetups in London and Brighton
• Auto-enrolment pension
• 25 days holiday plus bank holidays + a day off for your birthday
• Equipment budget – laptop, monitor, whatever you need to do the job properly
• Real influence and ownership of your role. As an early joiner, you’ll have the space to shape your role and the direction of the business
• Brands you’ll genuinely want to work with

How to apply

Send a short note to andrew@avelonetwork.com telling us:

• Why this role, and why Avelon
• A time you fixed something that wasn’t strictly your job
• Your CV or LinkedIn

No cover letter required. We read every application personally. No recruiters outside of our current contracted recruitment agency. This is a full-time role and is not open to freelancers or contractors. Applicants must be located within the UK.