Senior manager customer success serp_jobs.h1.location_city
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Senior manager customer success • columbus oh
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Senior Manager, Customer Success
CartGroveport, OH, USjob_description.job_card.30_days_ago
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job_description.job_card.job_descriptionExceptional interpersonal communicator both verbally and in writing Advanced in prioritizing and project management High level multi-tasker and problem solver Thrive in an independent and everchanging work environment You remain composed with diplomacy and an ability to influence outcomes Have a high level attention to detail and work with a sense of urgency You are analytical with advanced computer skills 5+ years professional experience in a customer / client service manager role in which you were client facing and directly managed multiple client accounts to liaise between your clients and the business. 5+ years professional experience where you directly influenced improving internal processes or solutions to better serve your clients. 1+ year's experience in a fulfillment warehousing environment. Knowledge and experience in ecommerce and / or retail business Enterprise level experience with Fulfillment clients
Senior Customer Success Manager
Cart.com, one of the fastest growing commerce enablement companies in the world, is hiring a Senior Customer Success Manager. Our talented, dedicated team of Customer Success Managers (CSMs) are the connective tissue between our clients and our operations teams on the ground floor. The Senior CSM reports into our Vice President-Value Realization and helps bridge the gap between both sides to deliver a better experience for everyone.
We are looking for someone who is a rock star listener and communicator with a knack for knowing how to prioritize their workload. They are capable of track-switching between multiple tasks and are comfortable operating in an ever-changing environment. They easily connect and relate with others and can use that skill to influence outcomes.
If listening to clients share how we can improve sounds like it might stress or burn you out, or you don't like dealing with change, this role is not for you. If you're still interested, here's a look at what you'll be doing every day :
What You'll Do :
- Create a comprehensive strategic account plan
- Communicate clear expectations for our clients and operation teams that serve both group's goals
- Work with our operations and tech teams to identify and resolve issues on behalf of our brands
- Connect with our clients and get to know the people behind the brands we serve
- Proactively find ways to better serve our clients through other Cart services
- Understand client contracts and interact with client management
- Be the point person with clients on escalated issues
- Collaborate with CSM leaders on ways to make our CSM team better and more efficient
- Coordinate new programs with current clients in a timely and cost effective manner
- Monitor contract adherence
- Review reports and invoicing for accuracy, reasonableness and completeness and flag issues as needed
- Prepare reports and presentations for clients and ops as needed
- Ability to Cross Sell / Upsell when appropriate
- Manage client contract renewals
Who You Are :
What You've Done :
Nice to Haves :
Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN. All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants.
Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.