We are currently looking to hire energetic Customer Success Managers (CSMs). The Customer Success Manager will build lasting relationships with customers and ensure that our customers are successful.

As a Customer Success Manager, you will be our customers' trusted advisor who is part an Amazon expert, part an operations specialist, part a dropship educator, part a revenue consultant, and part 123Stores advocate. The Customer Success Manager bridges the gap between the solution that 123Stores is building and the problem that the brands are solving with it.

You will work closely with brands to understand their current retail strategies, and using our data-driven tools, help the brands develop and execute impactful online strategies. Given our land and expand ethos, you will be required to “farm” and “grow” our customers.

This role is based out of any location in the US and is a 100% remote position.

Customer Success requires you to be -

• A trusted advisor: You have to be an exceptional relationship builder who's a subject matter expert in the Amazon space. You have to hand-hold the customer throughout their journey with 123Stores.
• A proactive problem-solver: You have to ensure that our solutions work in the long term. Businesses are always evolving; you have to anticipate and solve problems for our customers.
• A good companion: Amazon Marketplace is complex. You need to be like a teacher. Educate our customers and help them succeed. And never say no.

On a typical day, you might

• Train and on-boarding customers post-sales.
• Build a relationship with your key accounts and the stakeholders and ensure customers have the optimal experience with 123Stores.
• Do an in-depth analysis of your customers and suggest improvements to the setup.
• Conduct quarterly business reviews with your customers.
• Initiate regular meetings with your customers.
• Showcase newly released features and maximize the usage of relevant features.
• Monitor user/account health score.
• Be the escalation point when the need arises for support and billing-related issues.
• Document and provide customers with best practices.
• Identify upsell opportunities and ensure renewals.

Responsibilities

• Manage the relationship with brand partners all the way within their organization.
• Be the primary point of contact and the face of 123Stores with the brand partners.
• Effectively understand and represent the 123Stores value proposition and how it benefits a brand partner’s e-commerce strategy through professional and persuasive communication
• Support our brand partners by being an “Amazon expert” and helping address the challenges they face.
• Simplify complex ideas, using our market-leading technology, and present solutions for growth to brand partners.
• Achieve deeper penetration into brand partners business, thereby growing revenues & customer satisfaction, whilst improving cost prices to us.
• Negotiate terms of trade with brand partners to deliver margin targets.
• Conduct deep-dive analyses & provide insights on the partner’s business & future opportunities.
• Analyze and anticipate competitor marketing, selection, and pricing strategy

Requirements

• A very good understanding of, and experience in customer success and account management.
• Experience working with SaaS products related to Retail, CRM, and helpdesk.
• Polite, friendly and amiable disposition.
• Empathy towards customers and understanding their needs.
• Strong business acumen, logical and analytical skills, negotiation skills
• Great Excel skills coupled with strong communication skills.
• You enjoy networking and building lasting relationships, who would refer you to others.
• Requires the right combination of attention to detail, grit, perseverance and curiosity to help brands understand the opportunity in on-line retailing.
• Learning mindset and the right attitude that will help you thrive and adapt in a fast-paced, performance-driven environment
• Digging deep into the industry, competitors and the latest trends
• Effective time management skills and ability to meet deadlines
• Excellent written and oral communication and presentation skills
• Subscribe to a mentality of work hard, stay positive and implement feedback
• Ability to perform in a remote working environment

Qualifications

• A graduate with a Business / Finance / Management degree
• 2-3 years of E-Commerce or Retail Buying experience preferred within an overall 4 – 6 years work experience.

Benefits

• 100% remote, work from home position
• Onsite travel to the US
• Ongoing training and growth opportunities
• Retreats, offsite team-building activities & conferences
• Medical, Accident Cover & Life Insurance
• Wellness, Home Internet & Skill Development Benefits