Client Success Manager

About the position

OrderMyGear (OMG) is the market-leading technology for promotional product distributors, apparel decorators, team dealers, and suppliers to sell branded merchandise across channels. OMG continues to push boundaries, shaping the future of group online commerce. We approach challenges as opportunities and continue building a Team of OMG’ers who work hard, welcome change, and live out our Magic. So come join us at OMG! You can play a pivotal role in this rapidly changing industry as we scale our platform and improve the eCommerce experience for our clients and their customers. The Client Success Team helps shape the future of how groups, corporations, and teams purchase their gear one customer at a time. Our Client Success Team is the main point of contact for all roles within their accounts, from C-suite executives to customer service reps. As a Client Success Manager, you are responsible for revenue growth and retention within your assigned book of business. Your primary goal is to cultivate strong, long-lasting relationships with clients, understand their needs, and drive the overall adoption of our products within their business. As a Client Success Manager, you will collaborate closely with cross-functional teams to address client concerns, provide strategic guidance, and identify growth opportunities. This position can be remote, but will require regular in-office presence at our Dallas, TX HQ for applicants within the DFW area.

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, tech stack, current initiatives, and performance of those accounts.
• Identify and execute on data-driven growth opportunities within the account base, including e-commerce best practice recommendations, cross-selling, new store opportunities, competitive knockouts, and new users.
• Train new and existing Sales Representatives within the account base on new product features, best practices, and overall online store processes.
• Monitor accounts for potential health risks and leverage and execute risk playbooks.
• Update and maintain account Salesforce data regularly.
• Prepare full quarterly business reviews and in-person process reviews to understand clients' goals and workflows.
• Collaborate with cross-functional teams, including Sales, Support, 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 in order 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.
• Ability to work in the OMG office 3 days a week, if in the Dallas area.
• 25% travel required.
• U.S. Citizen or Permanent Resident status required.
• Visa Sponsorship not available.

Benefits

• Competitive benefits & PTO
• 401(k) with employer match
• Paid parental leave
• Wholesale discount to name brands
• Catered lunches & breakfasts
• Company happy hours and outings
• Casual office atmosphere & one block from Deep Ellum
• Fully stocked kitchen
• Commuter benefits