ERP Customer Success Leader

Job description

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 and owning all renewals and upsells to grow the business

  • Work with exciting merchants to develop a mutual success plan that outlines how Fulfil will be addressing their critical needs both immediately and in the future

  • Develop metrics for success and review progress during Quarterly Business Reviews

  • Empathize with every aspect of the merchant experience, putting merchants’ needs first

  • 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 positive onboarding process for new merchants

  • Define best practices and streamline our customer success and account management processes by designing and creating enablement curricula such as playbooks, presentations, videos, and other interactive course material  

  • Project manage across all stakeholders (internally and externally), ensure timeliness of each deliverable and remove all barriers in order to exceed merchant expectations.

  • Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient

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

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

  • Help drive customer references and case studies

Requirements

We’re Looking for Someone With:

  • Minimum 2+ years relevant work experience in a customer-facing customer success, account management or sales organization. SaaS experience preferred

  • An 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

  • Experience in using Salesforce

  • 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   

  • Coding ability or other technical experience e.g. SQL

About Us:

Fulfil.io helps high growth, high volume merchants simplify operations and scale for growth. With the rise in omni-channel commerce, Fulfil was founded with the simple idea that merchant operations need to be simplified in order to deliver amazing retail experiences. Fulfil enables businesses to turn their back office operations into an accelerator for growth by integrating order management, inventory management, warehouse management, vendor/supplier management, wholesale, manufacturing, financials and customer service, into one seamless solution. We believe merchants should love their operations platform, and we work hard to make that happen every single day. Fulfil.io is a trusted solution for brands like NectarSleep, Mejuri, Lie-Nielson Toolworks, and many more.  


Fulfil.io is a venture backed technology company with offices in San Francisco, Toronto, and Bangalore. The team is made up of people who want to feel challenged at work, be the best at their craft and learn from one another. We come from different backgrounds and experiences, all passionate about the work we do, the team we do it with, and the customers we do it for. Join us in our journey to simplify operations and empower merchants around the world!