Our client is hiring a Senior Client Success Manager to join a rapidly growing Client Relationship Management group. Successful candidates will be a client-focused professional who is passionate about providing a world class service experience. The Senior Client Success Manager will develop and drive the account strategy for some of the world’s best brands. You will manage a portfolio of key clients, ensuring they consistently exceed revenue and profit targets, whilst also ensuring that the company are delivering and meeting clients expectations.
Responsibilities
- Manage and drive a growth-focused account strategy for your book of business in partnership with sales, marketing, product and other internal stakeholders.
- Cultivate trusting client relationships at all levels as a Business Partner and Subject Matter Expert, demonstrating the companys value through enrollment of all relevant solutions and programs and minimizing churn.
- Engage in productive communication through business reviews with clients and internal stakeholders
- Monitor and analyze client performance including forecasts, trends and KPIs, communicating the relevant impact to internal stakeholders.
- Develop the roadmap of strategic initiatives in the areas of growth, innovation, service, profitability, and cost optimization.
- Proactively partner with relevant internal functional owners to ensure overall performance to client contract, SLA’s, and business goals.
- Play key role in contract renewal process
- Represent the voice of the client and ensure that client issues and escalations are dealt with in a timely and efficient manner
- Identify and lead internal projects to promote best practices across the Customer Success Organization
- Coach and mentor junior members of the team
Qualifications
- 7-10 years of relevant business or professional experience.
- Demonstrated account management discipline, process development, issue resolution, data analysis and driving growth preferred
- Excellent relationship building and influencing skills, with internal and external stakeholders
- Deep ecommerce knowledge across:
- Demand generation & management
- Reporting & Analysis
- Technology platform
- Logistics
- In-depth knowledge of the B2C eCommerce industry within an on-line retail or brand environment preferred.
- Knowledge of ecommerce user experience best practices, data and analytics, and ecommerce operations.
- Strong business acumen and commercial skills, with demonstrated client contract management success (development and negotiation).
- Experience leading strategic planning workshops with Clients to determine future road-map schedules for a breadth of client solutions.
- Excellent written and oral communication skills
- Strong reporting and analysis skills to drive actionable insights and growth recommendations
- Demonstrated ability to thrive in a fast-paced environment and act with a sense of urgency in client issue resolution
- Undergraduate degree in applicable field and/or relevant work experience
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