Merchant Success Manager

About Intelligems:
Intelligems is building the first profit optimization platform for e-commerce. We help brands grow profitably by providing them with a unique combination of AB testing, personalization, and dynamic pricing tools that help them make the most of every shopper. We love that we get to work with entrepreneurs every day to help them succeed. We’re taking technology that has previously only been available to the Amazons and Ubers of the world, and making it available to e-commerce stores of any size.

We work with more than 1,000 brands (including many you know and love!) and are growing incredibly quickly with fresh capital to accelerate our growth. We have a values-driven, high-performing team, with a collaborative culture of low-ego, high IQ people. It’s our strongest asset. We are always looking for highly talented individuals to join us and help us continue to scale efficiently.

Intelligems is backed by Stage 2 Capital, Matchstick Ventures, Vinyl Capital, Techstars, and the founders of companies like Klaviyo and Postscript, and has raised more than $10M of funding.

The Role:

We are seeking a highly motivated individual to join our team as a Merchant Success Manager. You will be responsible for helping our customers - e-commerce merchants - make the absolute most of the (very powerful) Intelligems platform. Reporting to the Head of Merchant Success, you will work directly with a portfolio of high-value brands, helping them find as much extra profit as possible using Intelligems.

Key Responsibilities:

• Your day-to-day routine will include:
  • One-on-one meetings to understand our Merchants’ goals and help them develop a strategy to achieve them
  • Scheduling trainings to empower and educate our Merchants
  • Conducting data analysis to develop unique insights
  • Educating Merchants on new features
• Optimize the processes behind these routines so that we can scale our success motion efficiently and effectively
• Define the core set of customer success metrics (such as retention) and work directly with the SVP to set goals and own these KPIs
• Collate feedback from Merchants to inform our product roadmap
• Contribute to Sales and Customer Support processes as needed (we’re a small team and all wear many hats!)

Qualifications:

• Proven track record in a Customer or Client-Facing role: Maybe you’ve already got a proven track-record in Customer Success. Maybe you’ve been in a consulting role. Maybe you’ve worked at an agency, or have done Sales before. You need to love working with customers, and recognize that spending time with them is the best way to move a company forward!
• Excellent communication and problem-solving skills
• You love helping people out and can think on your feet
• You like getting “in the weeds” to solve problems directly, but can also take a step back and build processes so that you can repeatedly solve that problem in the future
• You like wearing many hats
• Ability to multitask, prioritize, and manage time effectively
• Experience in e-commerce, SaaS, or an analytics-oriented company is a plus
• Experience with data analysis in Tableau, Looker, SQL, or another BI tool is a plus

Culture & Values:

As a customer-first, product-oriented company, our success is driven by the caliber of people on the team. Our core values include:

1. Put customers first

Create impact for customers and put the customers' interests above your own with honesty and transparency.

2. Be helpful

What goes around comes around. You never know where someone else is coming from, and being able to help out is a privilege. Whether it's a request from a customer, a teammate, or a partner, do your best to be prompt and generous in your support.

3. Strive for excellence

Commit to being the best in the world at what you do.

4. Build and develop a diverse, world-class team

Set the highest possible standards on hiring, and devote time and energy to giving and receiving feedback.

5. Have a perspective

Everyone on the team is responsible for making us great. If you disagree with something being done, you are expected to voice this and have a discussion, regardless of your role or who is on the other side of the table (or Zoom).

What’s Offered:

• Competitive salary and equity packages
• Medical & Dental insurance
• Flexible vacation and PTO schedule
• Other benefits that you can learn about here

This is a remote position.