Process high-volume retailer inquiries through Jira, resolve issues using established playbooks, and collaborate cross-functionally through Slack and email. Support retailers in improving e-commerce performance, address operational and regulatory requests, identify growth opportunities, maintain accurate account records in Salesforce, and document processes and solutions. The role also contributes to internal training resources, playbooks, and automation initiatives.
Role Overview
The Retailer Account Associate will play a critical role on the Emerging Retail Success team by helping grow our retail partnerships, troubleshoot retailer issues, and enhance our internal processes. This role focuses on processing a high volume of inbound retailer inquiries through Jira, using established playbooks or working cross-functionally to resolve inquiries, and documenting solutions as we build retailer playbooks and new training resources.
What You’ll Do:
- Process inbound retailer inquiries via Jira: monitor and manage tickets; use our tooling to resolve the retailer’s need or work with cross-functional teams via Jira, Slack, or Email
- Help retailers improve their e-commerce business and increase sales through our platform, and help educate their teams
- Address operational, logistical, and regulatory support requests for all retail accounts to drive long-term success
- Discover areas of growth when helping a retailer; communicate and document those opportunities with your team
- Ensure all Jira tickets, Salesforce account pages, and other tools are thoroughly updated and accurate; report issues when they arise
- Help document processes, routines, and Jira playbooks to streamline internal processes and provide consistent, human-centric retailer account management
- Optional: build internal solutions using existing AI tools and automation platforms
What You Bring:
- Organization & detail-oriented: proven ability to manage multiple projects and shifting priorities with strong personal accountability
- Tech proficiency: comfortable in Google Suite (Docs, Sheets, Slides, Gmail, Calendar), Slack, Salesforce, and Jira
- Problem-solving mindset: experience with process improvement, managing ambiguity, and collaborating across departments
- Communication skills: strong interpersonal skills for working internally and externally with retailer clients at all levels; excellent written and verbal communication
- Flexibility & drive: comfortable in a dynamic environment with rapid change and aggressive timelines
Desired Qualifications:
- 1+ years of experience in B2B account management, sales, or remote support; experience in retail, grocery, or alcohol industries is a plus
- Familiarity with technical onboarding or support
- Experience using (or strong interest to learn) AI template builders or automation platforms
Contract details: 6-month contract (term may extend based on business needs), fully remote within Canada, 37.5 hours per week, availability Monday–Friday during business hours.
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