Customer Success Manager

Our US Partner is an AI-driven dynamic pricing software disrupting e-commerce by using data and technology to help brands deliver the best pricing to their customers no matter what. The company is founded and backed by a team of successful entrepreneurs with several successful exits, looking to make this their next. Their dynamic pricing platform enables Amazon brands to predict the perfect price for every product at each precise moment. Amazon shoppers leave behind billions of clues about their behaviors, preferences, and searches.

As a Customer Success Manager, you will be responsible for launching their services with customers successfully, and continually driving business value from them.

Customer Success directly interfaces with their customers to understand their business needs and challenges, and then coaches them on the best ways to address them using their services.

This role requires understanding the customers business and their data, and orchestrating monthly business reviews, and walkthroughs of the results we have delivered to our clients.

Customer Success serves as the trusted point of contact for their portfolio of strategic key accounts, beginning from the point of sale and extending through on-boarding, project success, and renewals.

This is a full-time role, on a US shift and on a Work from home (WFH) set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

Key Responsibilities:

• Account Health Management: Proactively assess and manage the health of client accounts, addressing potential issues swiftly and strategically.
• Client Relationship Building: Establish and nurture positive relationships with clients, ensuring they feel valued and supported throughout their journey with our services.
• Performance Reporting: Present performance results to clients, highlighting achievements and areas for improvement.
• Churn Mitigation: Identify and address churn concerns while strategically proposing and pushing for long-term solutions.
• Renewal Management: Collaborate with clients to secure contract renewals while strategically positioning our services for their long-term success.
• Timely Concern Addressing: Ensure that any concerns from clients, whether technical or operational, are timely addressed, strengthening customer relationships.
• Data-Driven Strategies: Collaborate with the Data Science team to identify and propose data-driven business strategies to clients, aiming for enhanced profitability.
• Data Communication: Translate complex mathematical data into simpler terms for clients, aiding in informed decision-making and performance improvement discussions.
• Product Feedback: Act as the voice of the client, gathering feedback and proactively driving internal process improvements based on client insights.
• Amazon and AI Understanding: Leverage your understanding of Amazon services and AI technologies to address client concerns and drive strategic improvements.
• Process Improvement: Identify areas for internal process enhancements, to create and to build playbooks, and to drive innovation within the startup environment.

Qualifications:

• You have a rich understanding of data and can present data-driven results to customers and can hold down the conversation with company executives.
• Have relevant work experience in a customer-facing, customer success or consulting role
• A Degree in Economics, Statistics, Applied Science, Business Administration or other related field
• Are a champion with data analysis
• Have strong experience with Excel and Powerpoint
• Can collaborate with the Data Science team, Technology team, Sales and Support team to ensure success with each client.

Bonus if you:

• Understand P&L statements and Accounting
• Are experienced with eCommerce and / or SAAS
• Experience with HubSpot
• Experience with programming