Within our business model, we make money from our partners via a pay as you go usage model and retaining them is intrinsically dependent on them being satisfied, achieving successful outcomes, and receiving value from our services. Helping them achieve both immediate and long-term success in their Amazon retail strategy is of vital importance both to the fulfilment of our mission and in our long-term success.

As the Head of Customer Success, you will be responsible for building relationships with our Brand Partners, driving interventions that maximise successful customer outcomes (growing their business on the Amazon USA marketplace) and help to shape an exhilarating customer experience for our Brand Partners.

You’ll be leading a team of highly motivated onsite Customer Success Managers (CSMs), based out of USA. CSMs are our customers' trusted advisor who are part an Amazon expert, part an operations specialist, part a dropship educator, part a revenue consultant, and part 123Stores advocate. The CSMs bridge the gap between the solution that 123Stores is building and the problem that the brands are solving with it. CSMs 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, CSMs are required to “farm” and “grow” our customers.

As the target market is USA, you have the added benefit of onsite travel to the USA to interact with businesses at different trade shows.

This role is based out of India and is a 100% remote position.

Responsibilities

• Oversee the daily activities and performance management of individual CSMs
• Recruit, coach a high performing team
• Monitor metrics and help the team constantly improve by understanding their individual and collective performance
• Evaluate and oversee a tech stack to support the CSM function
• 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

• Strong Team Management & Leadership Skills
• Strong analytical and quantitative skills with the ability to use data and metrics to justify requirements
• High attention to detail and should be Impact focused
• Proven ability to deliver results in a high-performance & dynamic environment
• Exceptional written and verbal communication skills with the ability to present complex information clearly and concisely
• A high level of professionalism, integrity, bias for action and strong work ethic
• Ability to perform in a remote working environment
• Knowledge of data visualization or analytical tools would be an advantage.

Qualifications

• Successful track record in leading and delivering sales & operational excellence projects
• 5+ years of sales and sales management experience, ideally B2B SaaS products or relevant Industry
• At least 2 years of work experience in leading a team
• Proven track record of success leading a globally distributed team
• Management Degree from a top 20 business school.
• Ideally suited for 2014 / 2015 / 2016 batch graduates

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