Customer Success Manager - eCommerce

Our client is a super cool SaaS company, providing retailers with a platform that enables them to maximize monetization opportunities in their online store or marketplace.

They are a well-funded small company in the Retail - AdTech industry is looking for a Customer Success Manager with proven capabilities to join and be part of company's growth. Customer Success Manager plays an important role as the key of both the daily representative and operational role and the lead educational guide in front of the company customers, some of the most interesting and growing eCommerce websites around the world. 

The role provides a great opportunity to reshape significant growth while building management infrastructure for years to come.

What you’ll do. Responsibilities:

Leadership

• Building worm, close and daily relationships that often last beyond any one project or job-order

• Support the customer at any aspect he needs under very high SLA

Account strategy

• Daily execute. Work towards the milestones of the business plan of the company that was created by the customer and the AM

• Be in the first row. Provide insights from the daily engagement with the customer to the AM

• Know how to identify customer willingness or readiness for execution while pointing out major barriers and levers on the customer side

Account Management

• Monitor the day-to-day KPI, respond to different situations proactively in front of the customer, and update the AM

• Review customer complaints and concerns and seek to improve the customer experience

• Routines - Create Weekly meetings to go over questions and bugs

• Understand basic technical issues and challenges and suggest different solutions based on company capabilities

• Master the ability to predict any escalation or risks long before it occurs

Onboarding & Education

• Assist customers with setting up and navigating the platform

• Explain how the platform works and tutor and close gaps of knowledge about the product in front of different stakeholders at the customer

• Create training courses and educational materials

• Train and help optimize campaigns

Communicating

• Opening tickets in front of products and R&D teams

• Communicate any escalation with Customers if Necessary in front of the VP of customer success and AM

Who we are looking for / Requirements:

• Winning spirit - We are ambitious and aim to be the number 1 player in our field, so we look for the same DNA

• Proven work experience as a Customer Success Manager or a similar role in the AD/AdTech or retail/RetailTech industry

• Very good communication skills (both spoken and written) in Hebrew, English, 3rd language is an advantage

• Holds a high sense of service. A trusted people person, a supportive-oriented manager who loves to help his customers to break through.

• Has an attitude of execution, able to focus and find solutions while leading customers to focus on the important issues

• Technical skills are required as they relate to the use of the product or service

• Experience in training a diverse group and training each according to company standards

• Ability to navigate and collaborate with other internal departments to produce positive results for clients and the company

• Knows how to manage several projects and interfaces at the same time

Technical knowledge of the following is a must:

• Very good knowledge of Windows. Master Excel and Powerpoint

• Experience with managing Big Data – advantage

• Tableau – Advantage

• Communication or marketing / business mgmt degree is preferred