Customer Success Manager, Digital Shelf

1 month ago

London, United Kingdom CommerceIQ Full time

The Role:

Fueled by our customer and business growth, we’re looking for a Customer Success Manager to run and grow relationships with our largest global and EMEA customers, ensuring they are successfully adopting the product.

Working as part of the customer success team, you will play a critical role in onboarding, supporting, and leading strategic direction for our global clients. 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-to-day support for our customers. Customer success is at the heart of what we do so you should have CPG experience working in sales, analytics, or marketing as well as in ecommerce. This is an exciting time to join our fast-growing team.

This role focuses specifically on a global CPG client with ownership over the EMEA portion of our engagement. This role requires French-speaking skills at a level of Full Professional Proficiency, Bilingual, or Native Speaker.

What You'll Do:

  • Own customer relationship across EMEA markets for a global CPG brand, diving deep to understand business strategy and provide consultative ecommerce analysis, strategy, and product guidance that drives profitable business growth
  • Develop long-term customer relationships with select large accounts
  • Work with our customers to understand their ecommerce needs, focusing on how we use our products and services to help them meet those needs
  • Understand Ecommerce data and how it can be used to grow improve profitable market share
  • 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

Skills and Qualifications

  • French language skills (written & verbal) at Full Professional Proficiency, Bilingual, or Native Speaker
  • 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 related organisation or in relevant category management, analytics, or sales roles in the CPG industry
  • 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
  • Track record of retaining and renewing Enterprise customers in the SaaS space
  • Experience working with all levels of the business, including senior executives
  • Willingness to travel as needed to meet with clients

Benefits & Perks:

  • Highly competitive pay and benefits
  • Usual public holidays and a further 25 working days' holidays
  • Life & family friendly working arrangements
  • Company Pension Scheme
  • Private Medical Insurance
  • Company Life insurance
  • Employee Assistance Programme
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