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Customer Success Manager, Digital Shelf

CommerceIQ

CommerceIQ

Customer Service, Sales & Business Development
United Kingdom
Posted on Thursday, May 2, 2024

Company Overview

At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.

We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.

The Role:

Fueled by our customer and business growth, we’re looking for Customer Success Managers to run and grow relationships with our customers, ensuring they are successfully adopting the product.

Working as part of the customer success team, you will play a critical role in onboarding, supporting, and leading strategic direction for a global client. The goal of our Customer Success Team 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 provide consultative ecommerce analysis, strategy, and product guidance. Customer success is at the heart of what we do so you should have CPG experience working in sales, analytics, or marketing as well as in ecommerce. This is an exciting time to join our fast-growing team.

This role focuses specifically on a global CPG client with ownership over the EMEA portion of our engagement.

What You'll Do:

  • Own customer relationship across EMEA markets for a global CPG brand, diving deep to understand business strategy and provide consultative ecommerce analysis, strategy, and product guidance that drives profitable business growth
  • Develop long-term customer relationships with select large accounts
  • Work with our customers to understand their ecommerce needs, focusing on how we use our products and services to help them meet those needs
  • Understand Ecommerce data and how it can be used to grow improve profitable market share
  • Be an expert on the CommerceIQ platform, helping customers apply best practice strategies to achieve their business goals
  • Focus on moving the needle with respect to our customer’s KPIs and continuously showcase the value of CommerceIQs platform throughout the engagement period
  • Assist customers with onboarding, training, and deployment of best practices to help customers grow their ecommerce business
  • Take ownership of customer service requests through coordinating with the technical support and engineer teams to ensure requests are addressed quickly and with a high level of satisfaction
  • Assist our Customer Success Leadership and Professional Services teams in crafting, presenting, and executing Joint Success Plans that focus on driving the most value possible using the CommerceIQ platform and services
  • Be the voice of your customers, collaborating with our internal teams to shape new features and help us rapidly develop a product 10x better than the competition

What You’ll Bring:

  • Bachelor's degree in Business, Marketing, Communication, Economics or related field
  • 5+ years total of professional work experience
  • 3+ years experience working in the ecommerce industry at a brand, consulting firm, agency, Amazon or related organisation or in relevant category management, analytics, or sales roles in the CPG industry
  • Strong written and verbal communication, project management and client management skills
  • An analytical approach to problem-solving with advanced Excel (and/or *SQL) skills, along with project management experience and ability to anticipate and mitigate risks
  • Track record of retaining and renewing Enterprise customers in the SaaS space
  • Experience working with all levels of the business, including senior executives
  • Willingness to travel as needed to meet with clients

Benefits & Perks:

  • Highly competitive pay and benefits
  • Usual public holidays and a further 25 working days' holidays
  • Life & family friendly working arrangements
  • Company Pension Scheme
  • Private Medical Insurance
  • Company Life insurance
  • Employee Assistance Programme

Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.