Be a part of the strategic team helping our customers succeed.
The customer success manager will be a part of a team leading customer initiatives, keeping the company focused on customer outcomes, and playing a central role in directing the future of the productThe csm will understand customer goals and value drivers through ongoing collection and analysis of data and feedback, connecting this into onboarding and retention strategies and input into the product road mapUltimately this role is responsible for managing the relationships, strategy, and satisfaction of assigned book of business.
Required skills & experience:
3+ years customer success or account management experience in an e-commerce or software company, preferred
Strong oral and written communication skills
Proven ability to manage competing priorities and set customer expectations appropriately
Proven track record of working in a customer-facing role
Interacts with customers following a consultative approach.
Experience understanding high-level business requirements and building solid relationships.
Experience working with, and managing, multiple stakeholders and customers
A high level of accuracy and attention to detail is critical
Superior relationship building and interpersonal skills.
Innate drive to succeed with a corresponding track record.
Flexible approach, able to operate effectively with uncertainty and change
Driven, self-motivated, enthusiastic, and with a “can-do” proactive and strategic mindset
Customer account management
Serve as the primary strategic liaison and day-to-day contact for customer
Serve as a trusted resource throughout customer lifecycle by identifying expansion opportunities, ensuring renewals, and advocating for customers
Oversee the onboarding of new accounts to ensure successful launch and adoption
Proactively leads both customer and internal teams to collaborate across functions
Coordinate customer meetings on a weekly, monthly, and quarterly basis
Align with customers on strategic initiatives, conducts strategic business reviews, and other key meetings
Manage escalations by collaborating with development, product management, and support teams
Understand customer outcomes by communicating with customers, analyze customer performance metrics, communicate industry trends and impact on business success
Represent the voice of the customer to provide input into core product, marketing and sales processes
Learn and understand client goals, workflows, and product usage habits to track toward identified milestones.
Continually reinforce value and deliver successful outcomes throughout the entire customer journey
Own and manage the health of the customer using established metrics and kpis
Technical acumen and product knowledge
Possesses a working knowledge of the ecommerce ecosystem, the role of oms in that ecosystem, and best practices for system interactions.
Expert knowledge of customer portal and ticketing system, and works to maintain client facing systems
Act as a trusted advisor, thought leader, and subject matter expert to customers providing insights to customers to ensure that they get the most value from the platform with the aim of helping grow our customer base
Educate clients on best-practices related to ecommerce and usage of the deck commerce platform
Identify opportunities for product usage improvement
Identify customer growth opportunities by monitoring platform innovation, benchmarks and ecommerce industry changes and trends
Strive to create and maintain a strong customer relationship built on communication, transparency and trust.
Communicate difficult/sensitive information tactfully.
Lead product implementation training sessions
Design, host and facilitate regular webinars and training sessions to ensure product adoption improvements (in collaboration with product and marketing teams)
Serve as the primary contact for training of platform end users, as necessary
Work to develop training program improvements
About deck commerce
Deck commerce is the leading order management system (oms) for direct-to-consumer retailers like new balance, netgear, build-a-bear, saje natural wellness, and more! the highly flexible, cloud-based platform powers seamless, omnichannel shopping experiences through inventory management, robust order orchestration, and transaction processingDeck commerce oms enables retailers to curate memorable experiences that turn every customer into their best customer.
Why work with us?
If you thrive in a team-focused, innovative environment and have a passion for technology, ecommerce, and amazing service, then deck commerce is the place for youOur approach with customers is grounded in long-term success, and we take the same approach with our employees by prioritizing work-life balance and professional developmentWe value a strong company culture and offer excellent pay and benefits.