Customer Success Manager
Solid Commerce
Customer Success Manager (Growth Advisor)
Our Services & Support Culture:
- We are a team of dedicated, creative, and highly collaborative innovators who prize integrity, courage, and enthusiasm
- Every member of our Services & Support team is a key player, and every customer’s success is our goal
- We believe in nurturing team members and encouraging them to grow their skills, talents, and careers
- We love people who share their ideas, and who are open to suggestions/feedback. We are always learning from one another and are looking for someone who appreciates this dynamic.
What You'll Do:
- Nurture and develop strong relationships with customers through ongoing and proactive communication, ensuring customer satisfaction and retention rates
- Onboard merchants to the platform and provide orientation to multi-channel marketplace selling
- Provide guidance on best practices while selling on e-commerce marketplaces selling best practices
- Understand client’s key goals and objectives, manage expectations and drive strategic goal alignment
- Develop a deep understanding of all products and ensure that accounts are utilizing all the appropriate features
- Keep up to date with market changes and product developments, communicate the impact on customer’s businesses and recommend action plans
- Provide the customer with an understanding of the resources available to help them achieve their sales goals
- Act as the customer advocate by assisting issue resolution and driving escalations as necessary
- Effectively work alongside other departments - including sales, product, and support - to ensure client success and that all work is carried out in a timely and accurate manner
- Capture client feedback and be the voice of the customer internally to impact processes and product development
- Be an agent of change by sharing your knowledge, tools, and techniques with the team
Skills & Requirements:
- Technical Account Management Experience is key
- Previous experience in retail, online retail or marketplace (Amazon, eBay, etc.) selling
- Experience delivering and supporting a SaaS solution is strongly preferred
- Ability to quickly learn new technologies and processes
- Excellent client-facing and internal communication skills
- Excellent written and verbal communication skills
- A strong customer service orientation and the ability to form long-term customer relationships
- Proficiency using Excel and MS Office applications
- Solid organizational skills including attention to detail and the ability to manage multiple concurrent projects
- Self-starting attitude and passion for succeeding, while also being a team player and role model to other team members
- 1-2 years of relevant work experience
Nice to Have:
- Associates Degree (A.A.) / Bachelor’s Degree (B.A.)
- Ability to manage and shift priorities quickly and effectively when needed
- Ability to work under pressure to deliver high-quality deliverables
- Experience with CRM
- Hunger for continued learning
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