Senior Account Manager (or) Manager, Partner Happiness

RELATED ROLES: Client Services, Client Relations, Account Management, Customer Success Manager

Happy Worker: We design and manufacture (great!) toys and collectibles. Focused on the worlds of video games and entertainment, we exist to create happy fans, collectors and studios. Our team is passionate about getting all the little details right and delivering happiness.

Our new teammate: We’re looking for a Senior Account Manager (or) a Manager, Partner Happiness to join our small entrepreneurial team. Your mission: guiding our studio clients through new toy, collectible, and apparel projects, coordinating internally with design and production teammates, and ensuring our work is the best it can be. It all boils down to creating happy fans, collectors and studios!

We’re looking for a very special kind of person… You are a great communicator who loves working with people - and working with detailed documents. You get excited with responsibilities and challenges and are always eager to jump in on anything. You’re extremely organized - good at noticing & keeping track of all the pesky little details. You enjoy creating structure, processes and systems, and collaborating with other perfectionists, constantly tweaking to make things better. You bring happiness and proactive positive energy to all that we do. You are experienced with working with clients, coordinating projects, and familiar with complex sales / business development. Ultimately you’re a born happy worker and self-starter with a professional-yet-fun attitude!

Role & Responsibilities

• Client and Studio Communications: Communicate with our studio partners/clients daily by email, chat, video and phone to be on top of requirements and schedules. Help find and build new studio relationships. Treat studios as partners and improve collaboration with a friendly, professional rapport, while maintaining firm project oversight to ensure studio expectations are consistently achieved and exceeded. 
• Project Coordination: Create and update detailed plans and schedules. Solve challenges and ensure the highest quality products, delivered on-time and on-budget. 
• Processes, Systems and Structure: Work with existing systems and create new processes and structure to support our team and studio clients, so projects are as smooth and successful as possible. 
• Quoting, Purchasing, Procurement and A/R: Work with team members to create and send proposal documents. Review and analyze quotes from suppliers and partners to achieve design and cost targets. Create project estimates and quotes, review invoices for accuracy, and send positive reminders to ensure prompt payments. 
• Review and Improve Samples: Carefully review prototypes and production samples with the team against creative and product targets. 
• Shipping + Logistics: Helping quote, coordinate, document, track and troubleshoot courier, ocean and air shipments, from small courier packages to LCL/FCL ocean and air shipments. 
• Cheerful Customer Service: Help our team happily support licensors, studios, retailers, and fans, by understanding project goals, participating in meetings and emails, laying out options, and preparing schedules. 
• Marketing, Trade Shows and Travel: Research prospective studios and contact companies we’d like to work with. Attend trade shows and conventions a few times each year to meet with clients and prospective clients. 
• An Integral, Collaborative Team Member: Be a key part of a small, hard-working and energetic team. Work extremely collaboratively and cross-functionally with all our teammates and partners around the world. Help pitch in for anything and everything that helps create a happy team, happy studios and happy fans. 
• Managing But Lots of Doing: While a manager position with considerable responsibility, this role is extremely high on “doing”. Like all members of our team, you will actively drive projects by creating and editing a plethora of documents, including proposals, specs/requirements, estimates, quotes, schedules, shipping documents, checklists… plus all sorts of other things. 
• Constant Improvements: Make everything that you do, and we do, better! 
• Happiness Creating: Bring happiness to all that you do :). 

Experience + Talents

• Don’t Have ALL The Experience Below? This is ok! While our “laundry list” of requirements is long, we understand most candidates won’t have all of the experience below. This is ok! If you are passionate and feel you’re a great fit we encourage you to apply. We are looking for the best new teammate, who is passionate and motivated to learn, adapt and grow into the role.
• Education and Life-long Learning: Degree or diploma in business, design, science, engineering, or “something”, possibly with relevant experience in one or more of the following: project management, sales, buying, manufacturing, design, supply chain, or a related business, engineering or scientific discipline. *Always* learning new things outside of school and work.
• Account Management and Happy Client Creator Experience: Several years of prior experience managing clients and leading projects in a high intensity production-oriented environment, preferably with aesthetic design-focused products. Outstanding track record of creating happy clients, going above and beyond, and implementing new processes and systems.
• Excellent Writer and Communicator: Excellent verbal and written communicator; able to write detailed but easy to understand emails/documents/texts; a great listener; able to get a point across clearly when working with people with different cultural and linguistic backgrounds.
• Love of People and Service: A solutions-oriented people person who’s friendly + helpful.
• Detail-Driven Organizer: Great memory for details; you ensure every “t” is crossed and “i” dotted. Great at setting and managing expectations, task lists and schedules.
• Innate Organizational Skills: A love of digital + physical organization.
• Comfortable in Fast-paced Environments: A quick worker who’s practiced at handling lots of to-dos and keeping track of lots of details, without dropping balls. Thrives on responsibility, and on being accountable for numerous projects and initiatives. Please tell us about your busiest work experience in your cover letter.
• Expert Problem Solver: Able to find solutions to difficult challenges, exhibiting good judgment and making the impossible happen.
• “We” Before “Me” Person: Always thinking of the team and the larger “we” first. Doing all you can to support and elevate our team and our teammates.
• Tech Savviness: Extremely comfortable with Excel - formulas, linking, charts, formatting; experienced with Office suite; expert online research skills; fast typist. Some exposure to or familiarity with graphic design software like Photoshop and/or Illustrator is a bonus.
• Geek Culture, Gaming, Toys and Collectibles: Have an understanding of and appreciation for geek culture, gaming, comics, pop culture, toys, and collectibles.
• Great with Numbers: Knows how to calculate things like profit margins, volumes, imperial to metric conversions, costs-per-unit, and break even points; can create and manage excel spreadsheets chock full of #'s and $'s.
• Diverse Work Experience: We’d appreciate seeing a resume that lists all of your previous work experiences – not just the recent positions or the ones you feel relate most to this role.
• Other Unique Talents: Extreme papercrafting? Duct tape artistry? Hikaru dorodango? If you decide to apply, let us know what other special talents or know-how you’d bring to Happy Worker. Anything goes!
• Software: Capable with general formulas in Excel, able to use basic image editing to create diagrams in PowerPoint or Photoshop, familiar with collaboration software like MS Teams
• Something we want to know: Please let us know your favorite toy and your favorite snack food.

More About the Role

• Employment Type: This is a full-time, permanent position.
• Location / Remote and In-Office: Queen West area in Toronto, Canada. At this time our team works a mix of in-office and at home, with some of our team in-office ~2 to 3 days a week and others on an as-needed basis. Initial training will be in-person for the first few weeks / months. Due to the nature of this role, it is expected that our new teammate will be in-office at least 2 days a week to review samples and coordinate with others. In the future we may increase our in-office time.
• Start Date: New team member may begin immediately, or within a few weeks of being hired.
• *Work Hours*: Flexible hours, but please note: this role is demanding. Our teammate needs to be available during much of the work day to review and discuss projects and collaborate with studios and teammates, and available as needed on evenings and weekends to check-in, coordinate and keep things on-schedule.
• Salary + Compensation:
  • $60,000 - $80,000 CAD depending on experience
  • Medical and dental benefits after 1 year

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About Happy Worker

• What We Do: Happy Worker designs and manufactures toys and collectibles together with many of the world’s best video game studios, entertainment studios and corporate brands. Our creations are often designed for grownup collectors and video game fans.
• Our Culture: Hardworking, communicative, reliable, fun, honest, self-critical, entrepreneurial, and, of course, happy.
• What Motives Us: Making our next toy our best toy ever; spreading happiness to toy and game fans.
• Locations / Work from Home: Our core team is in Toronto, with collaborators located across the U.S., Europe and Asia. Most of our factory partners are in China.
• For More Info: please visit www.happyworker.com.

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Applying to Become a Happy Worker

To apply, please send an e-mail with your resume and cover letter to teammate@happyworker.com with the subject line: “I’d like to be a Senior Account Manager (or) Manager, Partner Happiness!”. Please also include links to or sneak peeks at anything else you're really proud of. Pretty please ensure email is less than 10 MB.

In your cover letter, please answer the following 3 bonus questions:

• Why do you want to be a part of the Happy Worker team?
• Where do you see yourself in 2-3 years?
• In past jobs/work, talk about a time when you performed beyond expectations.

Shortlisted candidates will be notified, and offered a short paid project that is completed at home.