Customer Success Manager

Job Type

Full-time

Description

As the primary client contact, the Customer Success Manager (CSM) is an important resource to our clients. Your

responsibilities include managing client teams, ensuring that deliverables are on time and successful, and identifying

growth opportunities within the client and the company. In addition, you will be required to forecast and track account

metrics, such as sales results, and communicate them to management and external stakeholders. You will also be

responsible for billing, delivering reports, and coordinating and scheduling calls.

Responsibilities

Account Management

• Onboarding of new clients
• Manage client expectations
• Punctual and appropriate outreach with client(s)
• Identify and collaborate with client(s) to develop programs to address business needs
• Thorough research and protection of client Intellectual Property Rights
• Regular professional contact with eCommerce sites for appropriate actioning of client listings
• Manage daily execution of services for client(s)
• Generate and deliver reports
• Long-term proposals on recognized trends
• Up-sales if appropriate and warranted
• Utilize the Tracer platform to mastery
  
  

Product Management Support

• Conduct research into various APIs, processes, complaint options, and documenting information for inclusion into platforms
• Research for bugs/enhancements; file as needed
  
  

Sales Support

• Work with sales to perform demos with a high degree of excellence
• Conduct extensive research on client's brand with direction from sales on products to highlight in demo
• Populate the system accordingly in order to highlight capabilities with specific focus on needs of prospect
  
  

More information about location and schedule: Boise applicants would be asked to work a hybrid schedule (ideally 3 days in the office and two days from home). Candidates in SLC and Boston would have remote roles, but would need to be open to a possible hybrid schedule if office locations open up. All CSMs need to be available for occasional travel as company or customer needs arise.

Requirements

• Great communication skills, able to articulate concepts and processes well
• Demonstrated technological proficiency
• Friendly demeanor
• Team player & leader
• A self-motivated driver (unafraid to roll up their sleeves and get to work)
• Detail oriented
• Problem solving and critical thinking skills
• Ability to manage, lead, and organize a team
• An understanding of client needs, behaviors, and trends
  
  

Desired Skills

• 4 year college degree
• Previous training experience
• Familiarity with account managing software
  
  

Position reports to Director, Customer Success