• Develop and maintain strong relationships with key stakeholders within assigned accounts. • Conduct regular proactive meetings with customers to understand challenges, keep abreast of team and organizational changes, and drive plans and actions that improve adoption and customer value • Develop close, highly credible working relationships with stakeholders and decision-makers, achieving status as a trusted advisor based on your product expertise and a demonstrated ability to understand and address customer needs and clinical research business operations • Serve as the primary point of contact for all customer-related inquiries and escalations. • Support comprehensive training and resources to users, tailored to their specific needs and workflows. • Understand the clinical trial objectives and business goals of each key account. • Develop and execute customized success plans that drive customer engagement and satisfaction. • Monitor customer usage and proactively address any issues or areas for improvement. • Gain deep knowledge of RealTime’s eClinical software. • Provide expert guidance and best practices to help customers optimize their use of the software. • Collaborate with the support team to resolve technical issues and ensure timely responses. • Work closely with sales, products, and support teams to address client needs, escalate issues or product feedback, or otherwise advocate for the customer. • Communicate customer feedback and insights to the product team for continuous improvement. • Identify opportunities for upselling and expansion within key accounts. • Track and report on metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates. • Analyze data to identify trends, risks, and opportunities for account growth. • Prepare and present reports to internal stakeholders and customers as needed. • Manage and Track Customer Health, Success Plans, Account touchpoints, etc. via CRM and Customer Success tools.

Role Description We are hiring a Klaviyo Account Manager for our client, a fast-growing direct-response email marketing agency helping ecommerce brands turn email into serious revenue. This is a chance to own client relationships, lead retention strategy, and work close to the founders inside an agency that cares about revenue, not vanity metrics. A Day in This Role: - You start the day inside Klaviyo, checking performance across client accounts. - You review the data, spot the gaps, and build clear next steps. - You lead a client call, walking them through what is working and what needs to change. - You brief the copy, design, and Klaviyo team so everyone knows what to ship. - You end the day knowing your work helped a real ecommerce brand grow. What You’ll Do: - Own the client relationship and retention strategy for ecommerce brands. - Own most client communication for managed accounts. - Run client check-in calls and explain Klaviyo performance clearly. - Build retention roadmaps across flows, campaigns, SMS, and segmentation. - Spot revenue opportunities inside Klaviyo data. - Plan monthly promos, launches, tests, and lifecycle campaigns. - Brief copywriters, designers, and Klaviyo specialists with clear direction. - Review email strategy, copy, and performance with a direct-response mindset. - Keep accounts organized in ClickUp and make sure nothing drops. - Help clients feel confident, informed, and excited about growth. Qualifications - Strong hands-on Klaviyo experience. - Managed ecommerce clients in an agency or retention role. - Understanding of flows, campaigns, segmentation, SMS, and revenue reporting. - Ability to read data and turn it into smart action. - Strong and polished written English. - Organized enough to manage many moving parts. - Ability to overlap with US time zones. Requirements - Calm, clear, and confident on client calls. This Role Is Not for You If - You only want to send reports, not lead strategy. - You need heavy hand-holding to manage clients. - You treat Klaviyo like a basic email tool. - You are not comfortable giving clear direction to a team. - You miss details or wait for clients to chase you. - You care more about open rates than real revenue. Bonus If You Have - Deep Klaviyo agency experience. - SMS marketing experience. - Direct-response copywriting skills. - Experience with health, supplements, fashion, jewelry, or other DTC brands. - Strong knowledge of A/B testing and lifecycle marketing. Benefits - Competitive pay, training, tool reimbursements, and more! Ready to Build Revenue Engines for Ecommerce Brands? If you live and breathe email marketing, love Klaviyo, and want your work tied directly to growth, this is the kind of role where you can become world-class. Apply now.

• Manage a portfolio of approximately 10-20 accounts • Own, drive, and manage the end-to-end customer relationship • Define and execute success plans for maturing and expanding customer accounts • Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services • Maintain a highly collaborative relationship with the customer and with internal teams • Understand clients’ business and identify opportunities for Upland to add value • Provide leadership and insight into customer’s objectives • Identify any potential risks associated to customer health and retention • Collaborate with internal cross-functional teams to create and execute risk mitigation plans

• Deliver eBL onboarding, training, and client support after contract signing; • Guide users through full eBL workflows and ensure correct operational procedures; • Provide functional and operational support to agri-trading firms, vessel carriers, banks, and agents; • Maintain communication with clients across regions and gather feedback for improvements; • Handle first-line eBL issues, perform triage, and escalate when needed; • Create and maintain user guides, knowledge base content, and troubleshooting documentation; • Maintain deep understanding of client solutions and meet KPI.