What are the responsibilities and job description for the Customer Success Manager position at NewStore?
🧑💻 The Role
We are seeking a highly motivated and experienced Customer Success Manager with a bold background in e-commerce and data analysis, along with an unparalleled understanding of customer success strategies. Do you have a hunger for success, the skills to provide exceptional service, and the know-how to guide our customers towards referenceable achievements? Then you might be the dynamic candidate that we are looking for.
🚀 What You'll Do
- Serve as the primary point of contact for a portfolio of clients, responsible for building and maintaining strong relationships
- Work closely with customers to understand their needs, goals, and challenges, and develop strategies to help them achieve success
- Provide exceptional customer service, including timely and effective communication, issue resolution, and proactive account management
- Monitor client metrics (e.g. conversion rate, average order value, customer lifetime value, bounce rates) and use data analysis tools to identify trends, opportunities, and potential areas of concern
- Advise customer strategy on ecommerce technology market trends and best practice
- Develop and execute strategies to increase customer retention and loyalty, including product adoption, upsell, and cross-sell initiatives
- Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customer success and satisfaction
- Consulting, educating and facilitating clients to make optimal use of the platform to drive adoption and growth
- Use our clients' business objectives to inform our roadmap
📚 Your Story
- Bachelor's degree in Business Administration, Marketing, or a related field
- 3 years of experience in customer success or account management, preferably in an e-commerce or SaaS environment
- Strong data analysis skills, with the ability to use data to drive business decisions and identify opportunities for improvement
- Proven knowledge of the ecommerce technology market and emerging industry trends
- Strong understanding of mobile app ecosystems and user behavior
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders
- Proven ability to manage multiple priorities and meet deadlines in a fast-paced, dynamic environment
- Knowledge of e-commerce platforms, tools, and best practices is a plus
📕 Our Story
At NewStore, we're on a mission to create a seamless, app-based omnichannel experience that will change the game for innovative retail brands. And guess what? We're doing just that, by empowering brands in 40 countries to run their entire stores on an iPhone, we're paving the way for a brighter future in retail, where shopping is an effortless, enjoyable experience.
At NewStore, our diversity is our greatest strength. Our team comprises over 40 nationalities, fostering a melting pot of unique perspectives, cultural experiences, and innovative ideas.
Join us in our mission to bring the joy back to retail and be part of a team that is breaking down barriers and creating a brighter future.
🔥 Perks and Benefits
- Time off is a priority - with a generous PTO policy and a culture that encourages you to take it, you can enjoy some much-needed R&R
- If you're looking to grow your skills and knowledge, we've got you covered. With a personal development budget and a supportive environment that values learning, you can take your career to new heights.
- Plus, with the option to work fully remote, you have the autonomy to create the work environment that works best for you
- The best part? Our "life-friendly" working hours mean you can have it all - a fulfilling career and a happy life
- And that's not all - as a valued team member, you'll have the opportunity to share in our success with employee stock options and a quarterly bonus based on company goals
If you're ready to join a team where you can bring your A-game, let's talk!