Customer Success Associate Director

Company Overview

CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. Learn more at commerceiq.ai.

The Role:

Fueled by our customer and business growth, we’re looking for Customer Success Managers / Associate Directors to run and grow relationships with our customers, ensuring they are successfully adopting the product.

Working as part of the customer success team, you will play a critical role in onboarding, supporting, and leading strategic direction for our clients. The goal of our Customer Success team at CommerceIQ is, simply, to help our customers achieve profitable revenue growth using our platform. They do so by partnering with the CommerceIQ Customer Success Team and other cross-functional partners to onboard, train, and provide day-to-day support for our customers. Customer success is at the heart of what we do so you should have CPG experience working in sales, analytics, or marketing as well as in ecommerce. This is an exciting time to join our fast-growing team.

What You'll Do:

• Work with our customers to understand their ecommerce needs, focusing on how we use our products and services to help them meet those needs
• Understand Ecommerce data and how it can be used to grow improve profitable market share
• Be an expert on the CommerceIQ platform, helping customers apply best practice strategies to achieve their business goals
• Focus on moving the needle with respect to our customer’s KPIs and continuously showcase the value of CommerceIQs platform throughout the engagement period
• Assist customers with onboarding, training, and deployment of best practices to help customers grow their ecommerce business
• Take ownership of customer service requests through coordinating with the technical support and engineer teams to ensure requests are addressed quickly and with a high level of satisfaction
• Assist our Customer Success Leadership and Professional Services teams in crafting, presenting, and executing Joint Success Plans that focus on driving the most value possible using the CommerceIQ platform and services
• Be the voice of your customers, collaborating with our internal teams to shape new features and help us rapidly develop a product 10x better than the competition

Skills and Qualifications

• Bachelor's degree in Business, Marketing, Communication, Economics or related field
• 5+ total years of professional work experience
• 3+ years experience working in the ecommerce industry at a brand, consulting firm, agency, Amazon or related organisation or in relevant category management, analytics, or sales roles in the CPG industry
• Strong written and verbal communication, project management and client management skills
• An analytical approach to problem-solving with advanced Excel (and/or *SQL) skills, along with project management experience and ability to anticipate and mitigate risks
• Track record of retaining and renewing Enterprise customers in the SaaS space
• Experience working with all levels of the business, including senior executives
• Willingness to travel as needed to meet with clients

Benefits & Perks:

• Highly competitive pay and benefits
• Usual public holidays and a further 25 working days' holidays
• Life & family friendly working arrangements
• Company Pension Scheme
• Private Medical Insurance
• Company Life insurance
• Employee Assistance Programme

Help us build the future of ecommerce. Apply now or learn more at [https://commerceiq.ai>!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.