Customer Success Manager

Job description

Customer Success Manager 

Our Customer Success team advises and guides a wide variety of merchants, ensuring they launch Fulfil successfully, adopt it widely and are continually driving business value from Fulfil. This is a highly cross-functional role; you'll work closely with Fulfil’s customers to uncover

their business needs and then coach them on the best ways to use Fulfil to solve them. Internally, you’ll work closely across Fulfil’s product, onboarding and support teams ensuring your coordinating to have the entire organization drive towards the customer's strategic outcomes. You will serve as the trusted point of contact for Fulfil’s portfolio of strategic accounts, starting at the point of sale and extending through onboarding, project success, renewals and expansion opportunities. Part project manager, consultant, product expert, and account manager, as a Customer Success leader you will be continually focused on helping our customers scale for growth by succeeding with Fulfil.

What You’ll Do:

● Be the face of Fulfil to our merchants, owning a set of accounts and corresponding renewals and upsells to grow the business

● Develop executive level presentations that distil complex ERP concepts into easy to digestible content that can be communicated across the enterprise through Quarterly or Semi-Annual Business Reviews

● Empathize with every aspect of the merchant experience, putting their needs first while appropriately setting expectations in all situations (i.e. seasonal planning, escalations, alpha/beta feature adoption etc)

● Guide and coach merchants along with Fulfil’s Customer Support team to ensure a delightful end-user experience

● Work closely with the onboarding team to ensure a seamless handoff for new merchants over to Customer Support + Customer Success that drives long term product utilization and positive NPS

● Project management across stakeholders (i.e. merchants, product, sales,onboarding and support etc) to own and ensure accuracy of customer-facing product management priorities and commitments

● Coach merchants to be product experts and train their teams on Fulfil bestpractices so they become increasingly self-sufficient

 ● Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty

● Product marketing and all related activities associated with a merchant (i.e. case studies, references, referrals, blog posts)

● Partner closely with Fulfil Customer Support, Product and Sales to translate business needs and product requirements into new solutions for customers

● Assist in onboarding critical stakeholders while developing scalable content and enablement material

● Analyze any available and relevant data to spot patterns and take action on customer usage and overall customer health


Requirements

We’re Looking for Someone With:

● Relevant work experience in a customer-facing customer success, account management or sales organization.

● Experience working in an enterprise B2B SaaS sales (5-6 Figure Contracts)

● Interest in e-commerce and the ability to quickly understand the ERP landscape

● Energy and a wicked work ethic - Customer Success is a 24/7/365 operation

● Self-discipline, focus amongst the chaos, and the ability to persevere through the ups/downs

● You know how to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software

● Strong project management and cross-functional collaboration skills, you are a task-management expert!

● A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days

● A sense of adventure and an entrepreneurial spirit

● Consistent track record of highly professional customer service in a dynamic, start-up environment

● Salesforce experience is a nice to have

● Superior oral and written communication skills

● Genuine empathy for others and helping customers achieve their goals

● Strong interest in technology


Nice to Haves :

● Prior experience at a growth stage Internet/Software company

● Experience with e-commerce technologies like Shopify or Shopify Plus

● Experience with ERP technologies

● Direct or indirect leadership experience in managing a team