Account Success Manager Golden Feeds Business Unit

About the company

Goldenfeeds is a business unit within Fornova. Fornova developed and patented technologies that automatically scan and extract very high volumes of data from websites. Goldenfeeds has developed various propositions for retailers based on the technology. The key offering is the production of high quality stock feeds that enable retailers to present their stock to market places, price comparison businesses and advertising platforms.

Goldenfeeds is a global leader of e-commerce product information feeds. Goldenfeeds enables our customers to bypass the technology challenges associated with product data whilst creating the best product data feeds. Goldenfeeds service was launched at 2011 as part of the Fornova Technology Group.

The company has offices in New York, Amsterdam and London and a Research and Development centre in Israel. Goldenfeeds increases revenue for online retailers by generating, maintaining and distributing high – quality product data feeds to partners and marketing channels. We ensure that the feed data represents the most up to date information and reflects the marketing and merchandising in the retailer’s website.

Goldenfeeds has developed website scanning software that is considerably more reliable and resilient to website changes than any competing website scraping technology. Once setup, data from a target website is collected consistently and reliably even when the website is modified or when multi variant tests are run.

The Goldenfeeds business proposition is to use the scraping technology to create product feeds for online retailers. The retailers want completely up to date product feeds that contain data from their own website, stock control systems, social media sites and third – party websites. The objective is to create feeds that best represent the stock and merchandising of their own website in the feed data they send to third parties.

The importance and value of the Goldenfeeds proposition has rapidly increased in the last three years because of the increased importance of product marketing channels – Google Shopping, Facebook Ads, affiliate marketing and retargeting. These channels typically consume >50% of retailer’s marketing budget and the performance of them is completely dependent on the quality of the product feed.

The current Goldenfeeds proposition includes some service to update feeds based on instructions from the team or agency running the product marketing campaigns. We now intend to extend the GF service to include analysing feed performance and proactively making changes to the feeds. The service could be provided directly to customers or through ad agencies.

Job Description:

Goldenfeeds (a Fornova Business Unit) is looking for Account Success Manager to manage Goldenfeeds largest customers and to develop and improve the standards for managing all customers.

The Goldenfeeds Account Success Manager is responsible for managing our relationship with all of our customers.

Managing support communication, account reviews and upsell activity. Working closely with the support and operations team who deliver the service. Also working with sales to establish new requirements and to onboard new customers.

Job Responsibilities:

• ‘Triage’ all customer tickets and communications and direct them in the best way to deliver great customer service, most efficiently.
• Build and maintain great client and partner relationships. Understand our role in their business and communicate what we can do for them.
• Perform account reviews and present findings and recommendations to customers.
• Documenting requirements for new feeds and feed updates.
• Organise and manage calls and meetings between clients/agencies/support to resolve technical issues and new requirements.
• Facilitate smooth communication and efficient handoffs between the GF teams and the customers.
• Manage the escalation process for urgent matters.
• Assist finance with invoice queries and collections.
• Sales support – First interaction with some of the inbound requests, sending documentation and setting up the first sales call.
• Upselling services to the existing customers.
• Attending partner and industry events and become a knowledgeable about our industry.

Job Requirements:

• 2 – 3 years technology or advertising account management experience.
• Efficient, friendly and supportive communicator that builds great relationships.
• Experience of using ticketing and helpdesk software.
• Experience of digital marketing or ad technology an advantage.
• University degree required, relevant disciplines preferred.

What you can expect:

• Company & Team Events;
• Book Club;
• Online Education;
• Football Team, Running Team, Gym subscription;
• English Lessons;
• Life and Health Insurance;
• Vacations;
• Play Area;
• Professional Conferences;
• Incentive programs.