Account Strategist

About Monumental

Monumental is a technical & design studio specializing in Shopify unified commerce. We collaborate with innovative brands to deliver user-centered, conversion-focused digital solutions.

The Opportunity

We're seeking an Account Strategist who will become the primary relationship owner for our growing client portfolio. You'll be the strategic partner who truly understands client business goals, identifies growth opportunities, and ensures every project aligns with their broader objectives. If you're energized by building long-term client relationships, translating business needs into actionable strategies, and driving account growth, this role is for you.

What You'll Do

Client Relationship Ownership

• Serve as primary relationship owner for all clients (excluding new business)

• Conduct regular strategic check-ins and quarterly business reviews

• Monitor client satisfaction and proactively address concerns before they escalate

• Build trusted advisor relationships that extend beyond individual projects

• Maintain deep understanding of each client's business, industry, and competitive landscape

Strategic Planning & Discovery

• Lead comprehensive discovery and requirements gathering sessions for new projects

• Facilitate roadmapping and strategic planning processes for membership clients

• Collaborate with clients to align digital strategy with business objectives

• Coordinate business reviews and strategy updates throughout long-term engagements

• Design and execute thoughtful client onboarding experiences that set clear expectations

Account Growth & Revenue

• Identify expansion opportunities within existing accounts based on business needs

• Develop account growth strategies in coordination with leadership

• Lead contract renewal conversations and service upgrade discussions

• Track client health metrics and execute proactive outreach strategies

• Support new business efforts by providing client references and case study insights

Project Scope & Coordination

• Develop project scopes that balance client needs with realistic delivery expectations

• Manage change request conversations and scope adjustments

• Communicate strategic project decisions and implications to clients

• Coordinate complex multi-phase project planning with internal teams

• Handle client escalations and relationship challenges with professionalism

What You'll Bring

Required:

• 3-5 years of experience in client success, account management, or strategic consulting

• Hands-on experience with Shopify and a deep understanding of the Shopify ecosystem (Shopify Plus, apps, themes, commerce best practices)

• Proven track record of managing client relationships and driving account growth

• Experience leading discovery sessions, requirements gathering, and strategic planning

• Strong business acumen with the ability to understand e-commerce objectives and translate them into solutions

• Excellent communication skills for both strategic conversations and difficult discussions

• Ability to manage multiple client relationships simultaneously without losing attention to detail

• Comfort with ambiguity and the ability to create structure in evolving situations

Nice to Have:

• Experience working with Shopify Plus merchants or enterprise e-commerce brands

• Background in agency environments, managing Shopify projects

• Familiarity with Shopify B2B, Retail (POS), or Markets

• Experience with Shopify migrations or replatforming projects

• Knowledge of e-commerce tech stacks (apps, integrations, headless commerce)

• Understanding of conversion optimization and e-commerce growth strategies

• Track record of identifying and closing upsell/expansion opportunities within e-commerce accounts

Your Setup

• Reliable computer (Mac-based) and internet connection for video calls and client meetings

• Professional workspace for confidential client conversations

• Ability to work during overlapping business hours (generally 9 AM ET–5 PM PT)

• Occasional flexibility for client meetings across time zones

Collaboration & Tools

• Slack (Team Communication)

• Google Workspace (Docs, Sheets, Calendar, Meet)

• ClickUp (Project Management)

• CRM tools for client tracking and account management

• Shopify Admin (for understanding client environments)

Expectations

What We Expect:

• Own client relationships with proactive communication and strategic guidance

• Maintain or improve client satisfaction scores across your portfolio

• Identify and present at least one growth opportunity per client annually

• Successfully coordinate 95%+ of project kickoffs without escalation

• Build strategic account plans for key clients within first 90 days

• Respond to client inquiries within 4 business hours

The ideal candidate will demonstrate all of the following:

Trusted Advisor Mindset

You naturally build relationships where clients see you as a strategic partner, not just a vendor. You ask thoughtful questions, listen deeply, and provide guidance that demonstrates genuine investment in their success. Clients reach out to you first when challenges arise because they trust your judgment.

Business Strategy & Growth Orientation

You understand how Shopify projects align with broader e-commerce and business objectives. You can examine a merchant's store and identify opportunities they haven't explored yet—whether that's leveraging Shopify features they're underutilizing, optimizing their customer experience, or expanding into new channels. You're energized by helping clients grow their business, which naturally grows the relationship.

Consultative Communication Skills

You're comfortable facilitating strategic conversations with C-level executives and leading detailed discovery sessions with operational teams. You can translate technical complexity into business language, helping clients understand trade-offs without overwhelming them. You handle difficult conversations with empathy and professionalism.

Proactive Problem Solving

You identify potential issues before they become problems and address them transparently. When challenges arise, you bring solutions, not just problems. You know when to involve internal teams, when to escalate to leadership, and when to resolve things independently.

Organized & Detail-Oriented

You manage multiple client relationships without dropping balls. You remember what matters to each client, track action items relentlessly, and follow through on commitments. You create systems that help you stay organized while remaining flexible enough to respond to urgent needs.

Collaborative Partnership

You work seamlessly with Project Managers to translate strategic requirements into tactical execution. You provide them with clear project context while trusting them to manage delivery. You know when to be involved in project details and when to let the PM run with it.