Client Success Manager for DistributorCentral

Ordermygear - Dallas, TX

Full-time - Mid Level

Remote - Dallas, TX

Professional, Scientific, and Technical Services

About the position

OrderMyGear (OMG) is the industry leader in technology for the team gear and promotional product space, and we are excited to welcome you to our Client Success Team. As a Client Success Manager for DistributorCentral, you will play a pivotal role in shaping the future of how suppliers represent their products to the Promotional Product and Team Dealer industry. This position is essential for driving revenue growth and retention within your assigned book of business. You will be the main point of contact for all roles within your accounts, from C-suite executives to customer service representatives, ensuring that you cultivate strong, long-lasting relationships with clients and understand their needs thoroughly. In this role, you will collaborate closely with cross-functional teams to address client concerns, provide strategic guidance, and identify growth opportunities. Your primary goal will be to drive the overall adoption of our products within your clients' businesses. You will regularly communicate with clients to understand their needs and challenges, primarily through DialPad and Zoom, and maintain knowledge of your top accounts, including their goals, key products, and performance metrics. You will also be responsible for training new and existing representatives within your account base on new and existing product features, best practices, and overall platform processes. Monitoring accounts for potential health risks and executing risk mitigation strategies to avoid churn will be crucial aspects of your role. Additionally, you will prepare regular business reviews and process reviews to understand clients' goals and workflows, ensuring that you are always aligned with their needs. This position offers the flexibility of remote/hybrid work, although a regular in-office presence at our Dallas, TX headquarters is preferred.

Responsibilities

• Develop strong, trusting relationships with your assigned book of business.
• Regularly communicate with clients to understand their needs and challenges, primarily via DialPad and Zoom.
• Maintain knowledge of your top accounts, including goals, key products and keywords, current initiatives, and performance of those accounts.
• Identify and execute growth opportunities within the account base, including cross-selling, new advertising opportunities, and increased product placement on the platform.
• Train new and existing Representatives within the account base on new and existing product features, best practices, and overall DC platform processes.
• Monitor accounts for potential health risks and leverage risk mitigation strategies to avoid churn.
• Update and maintain account HubSpot data regularly.
• Prepare regular business reviews and process reviews to understand clients' goals and workflows.
• Collaborate with cross-functional teams, including Sales, Support, Onboarding, Tech, and Product, to execute client requests and initiatives.

Requirements

• A bachelor's degree in business or related field and/or equivalent experience.
• A minimum of 2 years experience in Client Success or Account Management in a SaaS environment.
• Proven time management and multitasking skills to handle multiple tasks and clients at once.
• Strong organizational skills and attention to detail.
• Demonstrated ability to communicate, present, and influence key stakeholders at all levels, including executive and C-level.
• Comfortable working in an ever-evolving environment.
• U.S. Citizen or Permanent Resident status required; Visa Sponsorship not available.

Nice-to-haves

• Experience at a Promotional Products or Branded Apparel supplier company.
• Ability to work in the OMG office 2-3 days a week.
• Ability to travel not to exceed 10% of the time.

Benefits

• 401(k) matching
• Commuter assistance
• Happy hour
• Paid parental leave
• Paid time off
• Parental leave