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Customer Success Manager, Ecommerce

Company: CommerceIQ
Location: Seattle
Posted on: May 26, 2023

Job Description:

The Role:
Fueled by our customer and business growth, we're looking for Customer Success Managers to run and grow relationships with our customers, ensuring they are successfully adopting the product.
The goal of our Customer Success Managers at CommerceIQ is, simply, to help our customers achieve profitable revenue growth using our platform. They do so by partnering with the CommerceIQ Customer Success Team and other cross-functional partners to onboard, train, and provide day-today support for our customers. Since we partner with e-commerce sales and marketing operations teams on growing their Amazon business, our Customer Success Managers need to be skilled at understanding the customer's business priorities and able to map the product capabilities of CommerceIQ and the Amazon e-commerce platform.
What You'll Do:

  • Work with our customers to understand their ecommerce needs, focusing on how we use our products and services to help them meet those needs
  • Be an expert on the CommerceIQ platform, helping customers apply best practice strategies to achieve their business goals
  • Focus on moving the needle with respect to our customer's KPIs and continuously showcase the value of CommerceIQs platform throughout the engagement period
  • Assist customers with onboarding, training, and deployment of best practices to help customers grow their ecommerce business
  • Take ownership of customer service requests through coordinating with the technical support and engineer teams to ensure requests are addressed quickly and with a high level of satisfaction
  • Assist our Customer Success Leadership and Professional Services teams in crafting, presenting, and executing Joint Success Plans that focus on driving the most value possible using the CommerceIQ platform and services
  • Be the voice of your customers, collaborating with our internal teams to shape new features and help us rapidly develop a product 10x better than the competition

    What You'll Bring:

    • Bachelor's degree in Business, Marketing, Communication, Economics or related field
    • 5+ total years of professional work experience
    • 3+ years experience working in the ecommerce industry at a brand, consulting firm, agency, Amazon or something similar
    • Experience with vendor/category businesses at Amazon
    • Strong written and verbal communication, project management and client management skills
    • An analytical approach to problem-solving with advanced Excel (and/or *SQL) skills, along with project management experience and ability to anticipate and mitigate risks
    • Experience working with omni-channel such as Walmart, Instacart, etc.
    • Knowledge of Amazon marketing tools (AMS, AMG, AAP, etc)
    • Track record of retaining and renewing Enterprise customers in the SaaS space

      Benefits & Perks:

      • Highly competitive pay, benefits, and early stage stock options
      • Unlimited PTO
      • Work from home benefits including flex WFH hours and home office set-up reimbursement
      • Monthly cell phone, internet, and gym/fitness reimbursement
      • Comprehensive health, dental, vision, and life insurance benefits
      • 401K plan, FSA, and HSA programs
      • Long-term and short-term disability

        Help us build the future of ecommerce. Apply now or learn more at !
        We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.

Keywords: CommerceIQ, Seattle , Customer Success Manager, Ecommerce, Executive , Seattle, Washington

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