Associate Customer Success Manager

About Feedonomics - A Remote-First Company

Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!

As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top ecommerce shopping destinations around the world. 

What makes us different from other SaaS companies in the space? 

We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.

Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.

The Sales Team at Feedonomics

The Feedonomics Sales Team is the conduit of every dollar of revenue and nearly every client. We are 100% remote around all U.S. time zones, and 3 countries and we sell 3 different product lines to new and existing clients. In this journey, we ally with Sales Engineering, SalesOps, Global Operations, Marketing, Product, and Accounting to ensure we are putting our best effort with every client we take on. We hold each other accountable to our company values and push each other to be better each and every day. Our industry thrives on our products and service because they are unparalleled, which makes it a joy to sell.

The Role

As an Associate Customer Success Manager, you are an individual contributor who will play a critical role in ensuring our small-medium sized customers are getting the support, direction and guidance they need to be successful.  This position is the perfect opportunity for early professionals to build out their skill-set in the fast growing field of Customer Success.  Individuals in this role can grow into Customer Success Managers if they demonstrate aptitude and interest in that path.  Performance for this role will be based on Net Revenue Retention and Renewal Rate, so driving growth, retention and long-term client partnerships will be the primary focus.

The Responsibilities

• Monitor customer health and usage trends, proactively outreaching to customers and addressing adoption challenges 
• Leverage data to identify customers that would benefit from our different channels, products and service levels and engage sales on best approach to outreach
• Advise merchants on best practices to optimize their Feedonomics experience, recommending channels, marketplaces, features, services, and partners that best align with their goals and objectives
• Assist with challenging customer requests and escalate as needed to the appropriate team member (accounting; operations; sales; support)
• Ensure the customer understands the value of Feedonomics and how to best utilize our services.
• Provide ongoing training sessions and product demonstrations with customers as new products and technologies are brought to market 
• Acquire testimonials, case studies, and logos from satisfied clients, ensuring that all assigned accounts are engaged in accordance with our established requirements 
• Be the voice of the customer – sharing customer feedback, requests and requirements to internal stakeholders
• Provide value input to leadership to evolve and improve our scaled Customer Success experience to customers
• Learn Feedonomics systems; Feedonomics Platform, internal Sales CRM, and internal ticketing system
• Participate in projects as required

The Requirements

• < 2 years of direct experience in client experience; client success; retention; Success; SDR and/or account management; 
• 1 year of eCommerce experience - preferred
• Excellent problem-solving, organizational, time management, prioritization, and decision-making skills
• Exceptional skills in interacting with customers on a variety of topics including business and product strategy/design, technical guidance, and long-term product roadmap
• Ability to create informational marketing content for customers
• Analytical mind who can convert metrics into action items
• Experience generating add-on sales revenue - preferred but not required

Education: 

• High School Diploma
• Bachelor's Degree - preferred but not required 

What's in it for you?

• Remote work set-up
• Competitive pay
• Unlimited PTO for salaried positions and up to three weeks for hourly employees
• Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
• Monthly half-day Fridays (yes, really!)
• 401K retirement plans with company match
• Family benefits, such as parental leave, transition benefit for new parents, newborn sick leave, adoption assistance, pet insurance and more
• Internal Feedonomics skill certifications
• Virtual and in-person team events
• FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
• Employee Resource Groups (ERG)
• Referral bonus program 

Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistance programs, access to a wellness app, and diversity and inclusion resource groups. 

We value candidate safety. Please be aware that all official communication will only be sent from @feedonomics.com or @bigcommerce.com email addresses.