Pensa Systems

Account Manager – Retail Solutions

Job Description

As a highly organized, customer-focused Account Manager you will oversee the day-to-day account execution and ensure successful delivery of Pensa’s SaaS and DaaS solutions for our CPG and retail customers. This role blends traditional account management with operational execution, data quality oversight, analytics interpretation, and project coordination.

The Account Manager will report to the VP of Engagement & Service Operations and act as the primary day-to-day contact for assigned customers. In our team structure, Sales Directors own overall account health, expansion strategy, and renewals; Account Managers work closely with them through a dotted-line relationship, ensuring alignment, visibility, and flawless delivery.

The successful Account Manager will be a customer-centric problem solver who thrives in a fast-paced environment, enjoys working cross-functionally, and wants to play an integral role in scaling a category-defining retail technology platform.

Responsibilities

Customer Engagement & Relationship Management

• Serve as the primary day-to-day contact for assigned customer accounts.
• Build strong, trusted relationships with customer stakeholders at the operational and manager level.
• Ensure customer expectations, deliverables, and timelines are consistently met.
• Partner with Sales Directors on account planning, communication alignment, and long-term strategy.

Service Delivery & Project Execution

• Oversee onboarding, implementation milestones, and recurring delivery cycles for Pensa’s SaaS and DaaS services.
• Manage account workflows, schedules, and documentation to ensure consistent execution.
• Coordinate internally with Data Operations, Product, Engineering, and Field teams to ensure timely delivery and issue resolution.
• Identify risks to delivery and escalate proactively with recommended solutions.

Analytics, Insights & Data Quality

• Monitor performance dashboards, deliverables, and output to ensure data integrity and insight accuracy.
• Review analytics and KPIs with customers, helping them interpret insights and take action.
• Validate the quality of data feeds, shelf intelligence outputs, and reporting deliverables.
• Support continuous improvements in measurement methodology and service consistency.

Operational Excellence

• Maintain detailed account documentation, including scopes, timelines, meeting notes, and status updates.
• Track service performance metrics and coordinate with internal teams to improve efficiency.
• Support change management as services evolve or expand.
• Contribute to building scalable processes and best practices for the Account Management function.

Cross-Functional Collaboration

• Work closely with the Sales Directors (dotted line) on account strategy, renewals, and expansion planning.
• Partner with the VP of Engagement & Service Operations on service quality, prioritization, and operational improvements.
• Collaborate with Customer Success, Operations, and Product teams to ensure a unified customer experience.

Skills & Qualifications

Required

• 3–5 years of account management, customer success, or project management experience in SaaS, DaaS, retail technology, or related fields.
• Strong understanding of retail or CPG workflows, merchandising, or shelf execution preferred.
• Proven ability to manage multiple accounts, priorities, and deadlines in a fast-paced environment.
• Excellent communication skills, both client-facing and internal.
• Strong analytical skills with the ability to interpret data and turn insights into action.
• Highly organized with strong attention to detail and documentation discipline.
• Proficiency with project management and collaboration tools.

Preferred

• Experience working with analytics platforms, BI tools, or data-centric products.
• Experience in retail/grocery execution, merchandising, or field operations.
• Lean Six Sigma or process improvement experience (e.g., Black Belt) is a plus but not required.
• Bachelor’s degree in business, analytics, operations, or related field.

What Success Looks Like

• High customer satisfaction and strong operational relationships.
• Consistent, on-time delivery of Pensa’s SaaS & DaaS outputs with high data quality.
• Clear customer communication aligned with Sales Directors and internal teams.
• Early identification of risks, issues, and improvement opportunities.
• Scalable processes and documentation that improve Pensa’s operational maturity.