Senior Client Success Manager

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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