Associate Account Manager

About Hetal:

Hetal is a fast-growing, VC-backed retail audit and execution platform that leverages shoppers and CVAI to diagnose planogram compliance and empower merchandising, category management, and other workflows.

Hetal was founded by former Felix Gray C-Suite after experiencing the black-box nature of retail firsthand. You’ll be working with a small, dedicated, and fast-moving team that respects one another deeply.

Mission:

You are an extension of each brand’s retail team. The mission of this role is own, work with, and grow the retail businesses of a portfolio of Hetal’s CPG brand customers. You will use Hetal’s platform—it’s data, analytics, photo visibility, and merchandising coordination—to help brands work with brokers + retailers to better design the shelf and ensure its execution to its highest degree.

Key Responsibilities and Outcomes:

1. Retain 90% of customers, expand ACVs throughout the year, ensure renewals with better terms.
2. Ensure a high degree of satisfaction by seeing that Hetal has delivered value to each customer at least once per month in forms like category management analyses, merchandising coordination, or general visibility.
3. Listen to customers: Identify customer needs and KPIs and guide them through Hetal can help achieve the desired results.
4. Be one step ahead: Proactively identify risks, opportunities, and recommendations to improve platform outcomes.
5. Onboard customers quickly and effectively (<1 week) so that our systems can accurately grade the shelf and users understand how to leverage the platform.
6. Identify opportunities to expand scope within existing accounts (new retailers, expanded store counts, additional services). Do so authentically, with the customer’s best interests always in mind.
7. Renew customers and ensure that renewal periods have additional wins (updated price changes, store coverage, etc.).
8. Work closely across teams, Operations, Marketing, Product/Tech, etc. to provide feedback and lessons that can be incorporated into systems, offerings, and product.
9. Build case studies and meticulously document customer wins that can be used for case studies or other marketing materials (with customer permission, of course).

Competencies:

1. Smart and reliable above all else
2. 3+ years of experience in account management, customer success, retail, merchandising, in CPG of tech-enabled CPG roles.
3. A strong feeling of owning the customer’s success – their wins are your/our wins.
4. Ability to manage multiple clients and priorities in a fast-moving environment.
5. Strong analytical skills with demonstrated proficiency in Excel/Google Sheets, including comfort working with large datasets, formulas, pivots, and performance analysis.
6. Ability to translate analyses into actionable next steps for the customer.

Requirements:

1. 2-4+ years of experience in account management, customer success, retail, merchandising, or CPG-related roles.
2. Ability to support multiple clients and priorities in a fast-moving environment.
3. Strong communication and relationship-building skills.
4. Analytical mindset with comfort discussing performance metrics and insights.
5. Strong analytical skills with demonstrated proficiency in Excel/Google Sheets, including comfort working with large datasets, formulas, pivots, and performance analysis.
6. Highly organized, proactive, and comfortable taking ownership.
7. CPG, retail, or SaaS experience is a plus but not required.

What We Offer:

1. Competitive compensation and benefits package and equity
2. Commission on upsell opportunities
3. Opportunity to grow within a fast-scaling technology company
4. Collaborative team environment with ability to mentor, be mentored, and learn new skills