THE ROLE

Given our strong focus on building genuine and successful long-term relationships with our clients, the Retouching Manager plays a critical role as the direct owner of a portfolio of our enterprise clients. The role will work as an extension of the client’s creative team and will be responsible for driving success for our clients throughout the customer journey.

The Retouching Manager is to fully understand the image editing, retouching, and workflow needs of our enterprise accounts (leading fashion brands, online retailers, and commercial photo studios) and clearly communicate their requirements to our production team to ensure consistent quality.

The Retouching Manager plays a key role in our organization and will as part of the Customer Success Team work closely with and report to the Customer Success Director. The role requires proven experience in driving success for enterprise accounts within the fashion industry and ideally a management background in a studio or creative team.

TOP 4 JOB RESPONSIBILITIES

1. Enterprise Pilot Support

• Support the Sales team during the pilot process by communicating directly with prospective clients to fully understand their retouching and workflow requirements
• Responsible for the pilot results and for creating detailed sales presentations for the client

2. Client Onboarding

• Serve as the technical point of contact for new enterprise account setups
• Lead the onboarding process by translating the client’s visual requirements to our production team and system, and handle client systems training
• Hold regular client calls/in-person meetings, and manage resulting follow-up questions and communications
• Manage challenging client situations with guidance from the Customer Success Director

3. Creative Consulting

• Create successful client relationships by developing effective visual strategies and workflows that achieve client goals
• Proactively offer new and innovative ideas to the client to enhance their success

4. Account Management

• Build successful client relations and handle day to day operations with enterprise clients
• Continuously monitor and analyze the client usage of our services and enable an increased feature adoption to drive enterprise Customer Success

WHAT SUCCESS LOOKS LIKE

The Retouching Manager is expected to collaborate with the Production, Sales, and Platform Teams to achieve the following objectives for the client portfolio:

• Achieve ≥ 110% net revenue retention
• Achieve ≥ 80 NPS score
• Achieve enterprise annual churn rate ≤ 5%
• Achieve ≤ 3 hours average client response time
• Achieve ≥ 99.5% successful image editing deliveries
• Complete new client onboardings within 2 weeks

REQUIRED EXPERIENCE/SKILLS

• 3+ years of client service/account management experience with leading brands or high profile accounts
• Expert understanding of E-commerce and Print retouching
• Flexibility to schedule meetings and calls around our clients’ schedules
• Professional and polished, no coaching needed
• Ability to travel up to 30% and with short notice
• Bachelor's degree within photography or graphic design is preferred

SOFTWARE EXPERIENCE

• Adobe Photoshop (Advanced level)
• Adobe Lightroom (Advanced level)
• Capture One (Advanced level)