Customer success manager

Job Description

UNBXD Customer Success Managers are client-facing members of a cross-functional team. You will manage relationships with new and ongoing clients and serve as their primary point of contact within UNBXD. You will be responsible for welcoming new merchants to UNBXD, setting expectations for their experience with UNBXD Enterprise, handling ongoing account updates and inquiries from your clients, and maintaining a high rate of customer satisfaction within your portfolio.The clients you will interface with our sophisticated, brands and retailers with complex requirements. The primary measure of success for Customer Success Managers is the success of portfolio accounts and the satisfaction level of merchants within their assigned portfolio.Over time it is expected that you will become the trusted advisor and UNBXD expert to your clients.A great Customer Success Manager could be described as having superb communication skills, excited about selling new UNBXD products that can help their customer grow, always looking to solve problems for their clients, able to handle stressful situations like a seasoned pro, constantly looking to expand their knowledge and skill set, all while keeping their clients happy with their experience with UNBXD. UNBXD is seeking highly-motivated Customer Success Managers who love driving revenue growth and successful outcomes for customers. You are passionate about growing your bookof business with successful customer renewals, up-sells and cross-sells. You are a resource quarterback, partnering with your customer to realize meaningful results while working directly with Engineering, Product, Quality and Marketing teams. This position can be located anywhere in the United States for the right candidate, but preferred locations include Bay Area, CA, Chicago, IL, or New York, NY.KEY RESPONSIBILITIES Develop a trusted advisor relationship with key stakeholders and executive sponsorsOwn a customer s book of business, be responsible for driving UNBXD revenue growthwith successful renewals, up-sells and services growthOperate as the lead point of contact for any and all matters specific to your customersUnderstand and discuss complex products and identify ways to optimize productperformanceAchieve customer satisfaction through successful delivery of defined project scope andexpanded partnership / ongoing engagementsExemplify an outcome/ results-oriented approachWork with merchants and partners to ensure that customers are leveraging UNBXDeffectively and achieving successOnboard merchants and highlight UNBXD resources available to a new customerIdentify and grow opportunities for upsell and cross-sellIdentify and assess renewal risks for customersAssist with issue and support escalations as neededMaintain a high level of customer satisfactionMaintain high levels of customer retentionPrepare, Lead and manage MBRs and QBRs (Monthly and Quarterly Business Reviews)with clientsProvide analytics into the likely hoodhood of our customers to be UNBXD advocatesPartner with Technical Support, Professional Services, and Sales to drive productimplementations, Pilots/ POCs and contract renewalsPresent Unbxd product performance data along with ROI, etc., share Product roadmapand plan the next set of steps for customer engagement.Conduct regular trainings with the customer on leveraging Unbxd merchandising andreporting console and solving for business use casesTrack account health and product usage detailsRegularly analyze key account metrics and identify new growth areasEvangelizing new products and features to the customer teamsCollaborate with cross-functional business and technical teams to scope out businessopportunities and to deliver results (e.g. product enhancements, marketing needs)Limited travel to customers in the US, EMEA APAC (depending on their region)PROFESSIONAL EXPERIENCE/ QUALIFICATIONS Bachelor Degree or equivalent work experienceDecent level of eCommerce knowledgeEnterprise level B2B Account Management experienceExperience with Client Relationship ManagementProven LeadershipEffective Written and Verbal Communication SkillsCross-sell / Up-sell experienceExperience in negotiating (opportunities, timelines, solutions,.etc)Presentation skillsGoal OrientedExperience with CRM (ideally Salesforce) and any Customer Success platform is a plusHunger for continued learningTHINGS THAT WILL IMPRESS US Enterprise Software Customer Success Management ExperienceeCommerce Conversion OptimizationExpertise in search relevancy and merchandisingeCommerce QA TestingGoogle AnalyticsExperience with Renewals and Churn Management,

Keyskills :
sales ustomerservice clientrelationship communicationskills accountmanagement customerrelations