Customer Success Manager

About the position

CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. The goal of our Customer Success Managers at CommerceIQ is, simply, to help our customers achieve profitable revenue growth using our platform. They do so by partnering with the CommerceIQ Customer Success Team and other cross-functional partners to onboard, train, and provide day-to-day support for our customers. This will be a remote position with some travel to your clients who are based in Chicago and the US East Coast.

Responsibilities

• Comprehend self-service customers requirements, subsequently strategize, coordinate, and oversee every aspect of a collaborative success plan
• Be an expert on the CommerceIQ platform and act as a vital resource for helping with training, feature enablement, and troubleshooting customer issues
• Managing self-service clients on the CommerceIQ platform and driving enablement across key Brands and Agency clients
• Be a subject matter expert in Ecommerce/Retail Media advertising across several Retail Media Networks for our customers, guiding them on how to drive growth for our customers and utilize the features within the CommerceIQ platform
• Perform deep data analysis to answer the client’s strategic questions
• Continuously showcase the value of CommerceIQ’s platform throughout the engagement period
• Collaborate with our internal teams to shape new features
• Take ownership of customer service requests by coordinating with the technical support and engineer teams to ensure requests are addressed quickly and with a high level of satisfaction
• Advise our Sales team on upselling & cross-selling opportunities that will help our customers succeed
• Conduct regular business reviews on a weekly, monthly, and quarterly basis, engaging with the client's essential decision-makers to explain the factors influencing KPI figures
• Proactively monitor and track progress towards goals versus actual performance, deriving actionable insights to help achieve the customer's objectives
• Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice
• Anticipate the risk of customer churn by analyzing their engagement levels and effectively communicate these predictions to superiors
• Foster cross-team collaboration to ensure seamless operational workflows
• Exhibit a high level of ownership on the success of assigned portfolio of accounts
• Explore innovative approaches to enhance efficiency in client communication and elevate overall satisfaction levels
• Strive for absolute client satisfaction and actively contribute to the successful renewal of accounts upon the contract's conclusion

Requirements

• Bachelor's degree, preferably in Business, Marketing, Communication, Economics or related field
• 5+ total years of professional work experience
• 3+ years experience in running media and advertising engagement with customers in a consulting/agency role
• Experience in managing Ecommerce/Retail Media marketing budgets (specifically on Amazon, Walmart, Kroger, and Instacart) at well-respected agencies for large enterprise brands
• Experience managing Amazon search (AMS)
• Well-versed in Bid and Budget management, content optimization, and promotion planning
• An analytical approach to problem-solving with advanced Excel skills
• Project management experience and ability to anticipate and mitigate risks
• Proven Experience in working with VP, SVP, and C-level executives of enterprise-level companies
• Excellent presentation and communication skills, including both oral and written
• Track record of retaining and renewing Enterprise customers in the SaaS space

Nice-to-haves

• 3-5 years of experience managing clients retail media

Benefits

• Comprehensive medical, vision, and dental coverage
• A 401(k)-retirement plan
• Short & long-term disability insurance
• Life insurance
• Paid parental leave
• Monthly reimbursements for gym, phone, and internet
• 10+ paid company holidays in each calendar year
• Quarterly Global Recharge Fridays
• Unlimited PTO