Client Account Manager

Job Description

We are looking for a Client Account Manager to own the commercial success and the day-to-day relationship for a portfolio of our top Irish retailer clients. You will be accountable for protecting and growing revenue within your accounts, while continuing to be the client's trusted point of contact for the roadmap of work delivered by StudioForty9.

You'll need a solid grip on ecommerce concepts and platforms (Shopify in particular), a comfort with numbers and targets, and the relationship skills to have both delivery conversations and commercial ones - often in the same meeting.

StudioForty9's core values are to deliver exceptional service and return on investment to our clients. Your role exists to make sure that return is being realised and grown, account by account.

Key Responsibilities

Commercial

• Own a formal retained revenue target per client in your portfolio - protecting existing revenue through renewal management and proactive churn prevention.

• Own a formal upsell revenue target per client - identifying and pitching cross-sell, upsell, and scope-expansion opportunities grounded in the client's actual business goals.

• Lead or actively participate in pricing, contract renewal, and scope negotiation conversations with clients.

• Understand each client's business strategy well enough to connect it to a commercial opportunity - not just a technical one.

• Track and report on account health, revenue performance, and commercial activity using Teamwork and our internal operating system.

• Contribute to portfolio-level and company-level revenue targets, flagging at-risk accounts and expansion opportunities early to your manager.

• Manage ongoing invoicing and budgets for your accounts, keeping commercial data accurate and current.

Relationship & Delivery

• Build and maintain positive relationships with clients at multiple levels of their organisation.

• Be the first point of contact for gathering accurate, complete requirements for new work.

• Run a well-managed, timely roadmap of work with each client, including regular status meetings (QBRs and check-ins).

• Funnel agreed work to the StudioForty9 team via clearly articulated tickets, and follow up to ensure it's actioned and closed.

• Act as first point of contact for initial diagnosis of client issues, gathering enough information for internal teams to resolve them efficiently.

• Work closely with internal delivery teams to ensure agreed work is executed to a high standard.

• Build and document knowledge of each client's business, maintaining clear records of client discussions, decisions, and commitments.

How Success Is Measured

Performance is assessed against both commercial outcomes and the relationship/delivery quality that underpins them - one without the other is not success.

Measure

What it captures

Retained revenue target attainment

% of existing account revenue protected/renewed against target, per account and across portfolio

Upsell revenue target attainment

Value of upsell/cross-sell/expansion revenue generated against target, per account and across portfolio

Relationship & delivery quality

Client feedback, quality and timeliness of ticket/requirement handling, roadmap adherence - assessed alongside commercial results, not instead of them

Commercial engagement

Evidence of proactive opportunity/risk identification: e.g. renewal risk flagged with lead time, expansion opportunities raised and progressed

Account health tracking

Consistent, accurate use of Teamwork and the internal operating system to track revenue, health, and commercial activity - not just delivery tasks

We deliberately do not measure this role on client satisfaction alone. A satisfied client whose account is shrinking, or an account hitting targets through pressure rather than partnership, are both signals that something needs attention.

Skills & Experience

• A minimum of 2 years working within an ecommerce environment, with working familiarity with Shopify as a required platform (BigCommerce, Magento, or Shopware experience is an advantage).

• A minimum of 2 years' previous experience handling a portfolio of key client accounts.

• Demonstrable comfort with commercial conversations - pricing, renewals, negotiation - or a clear ability to build this quickly.

• Comfort working towards, tracking, and reporting on numeric targets.

• Ability to spot business opportunities in a client conversation, not just a support request.

• Previous experience working alongside developers/designers, and the ability to articulate projects and work clearly, precisely, and in an organised manner.

• Exceptional attention to detail and excellent organisational skills.

• Excellent written and verbal communication skills, adaptable to both delivery and commercial conversations.

• Energetic, enthusiastic, and agile, with a genuine drive to get things done.

Nice to Have

• A working understanding of ad platforms such as Google Ads and Meta Business Manager, and how they influence acquisition-side metrics.

• A working understanding of complementary ecommerce tools such as Klaviyo, Nosto, or TrustPilot.

• A basic understanding of HTML, CSS, and JS.

• Previous experience carrying a formal revenue or retention target in an agency or SaaS environment.

Who are StudioForty9

StudioForty9 is a recognised leader in the Irish digital sector, with an award-winning and proven track-record of delivering, maintaining and continuously improving high-performance ecommerce and omnichannel retail solutions for the Irish retail industry. The StudioForty9 team is experienced, innovative, and committed to excellence and we count some of Ireland’s most experienced ecommerce professionals among our number.Our experience and ability have led us to work with some of Ireland's household names in retail. We have helped those companies to grow their business in Ireland by capturing extra market share and serving their instore and online customers across a wider range of commercial channels as well as overseas, by opening up previously inaccessible markets and building the integrations, automated processes and workflows needed to help scale an online business for international sales.We are at the forefront of Irish ecommerce and ahead of the pack when it comes to implementing innovative and complex ecommerce solutions for omnichannel and international sales at scale, while also excelling at design and customer experience, and keeping right up to date with ecommerce trends and new requirements in compliance and regulations.We operate on a partnership approach where our clients come first. We strive to develop long-term and meaningful relationships. We are platform agnostic, which allows us advise and enable our clients to get the system best suited to their needs and ambitions.

Benefits

StudioForty9 are proud to be early adopters to the most progressive and human centred approaches to work life.

We offer our team the following benefits:

• Pension scheme

• Flexible working hours - start/finish earlier or later to suit your personal circumstances

• Remote working

• Diverse and international team from all backgrounds

• Professional development - courses, training and conference attendance

• Weekly lunch & learns

• Daily team catch ups on Zoom to knowledge share and problem solve

• Quarterly team building events

• Approachable management - Founder & CEO of StudioForty9 Gerard Keohane offers daily slots in his diary where team members can drop in to discuss anything at all

• Availability of central office with open workspace - close to all the best cafes and restaurants in Cork including the famous English Market

• Onboarding buddy - daily catch ups with experienced team members to help new hires to settle in

• Individual onboarding programmes - tailored set of documentation for new team members based on their roles and responsibilities