Customer Success Manager

3 weeks ago

Toronto ON, Canada Carbon, Inc. Full time

Who We Are

We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We are a global company across North America, Europe and Asia, made up of passionate entrepreneurs, expert sellers, and innovative thought leaders.

We recently raised $66 million USD in Series A from leading investors and serve over 200,000+ sellers to drive growth, maximize profitability and manage with intelligence to scale their businesses.

The Opportunity (Open to Remote, Hybrid, or In-Person)

Are you passionate about eCommerce? A former Amazonian in some way or another? An innovative team player that can think creatively and act strategically? Have you worked for Amazon, a brand, or agency managing brands on Amazon? Interested in helping some great brands win on Amazon? If you want to be part of an agile team focused on driving customer success and Amazon marketplace insights, you are in the right place

We’re looking for a Customer Success Manager with an Amazon background to focus on onboarding, managing, and supporting our diverse range of customers. You will be driving engagement and adding value to D8aDriven by Carbon6 partnerships with brands in a fast paced environment. Reporting to the GM, this role will be centered on facilitating and executing the optimal customer experience for D8aDriven clients.

In this role you will partner with customers wanting to understand and grow their market share, and optimize their Amazon strategy around the D8a Driven technology platform. We are looking for customer-centric individuals who can provide world-class experiences and offer a deep understanding of what drives and influences success in eCommerce and Amazon.

Your Impact
  • Manage and cultivate relationships with leading consumer product brands working with both associate and c-suite level contacts.
  • Craft & deliver eCommerce retail strategy, including but not limited to, sales forecasting, promotion planning and strategic digital media planning.
  • Manage a multifunctional team to deliver world class eCommerce strategy and tactics to drive client’s Amazon business.
  • Draw insights from large amounts of data and provide recommendations and opportunities to clients on eCommerce strategy.
  • Lead day-to-day counsel and weekly to bi-weekly to monthly calls with clients to address project work on a variety of deliverables.
  • Provide reporting on digital advertising performance, examine ROI, and stay within client budget constraints.
  • Contribute to company innovation and tools development.
  • Active role in team environment and development acting as a collaborator and mentor for additional team members.
  • Achieve high customer satisfaction (referenceability, happiness, likelihood to renew).
  • Work closely with our Product and Sales teams to ensure D8a Driven is capturing friction points, and issues to deliver products our users love and value.
Your Qualifications
  • 2+ years of relevant Amazon experience. Experience working with Amazon Seller Central and/or Vendor Central, brands, agencies, or selling on Amazon directly.
  • Effective communicator with exceptional verbal and written communication skills with the ability to engage diverse audiences.
  • You are comfortable creating content in a variety of forms, including written and video.
  • You are technically savvy, and able to quickly learn new products and applications in order to be able to help our customers use and obtain value from them (experience using other ecommerce and Amazon tools is a plus).
  • You are analytical with an eye for detail. You have the ability to synthesize information and draw conclusions based on trends, and data and are able to provide recommendations to clients on eCommerce strategy.
  • You are a team player and someone who thrives in a rapidly changing, fast growing environment and can build extremely strong working relationships across teams, especially when there is shared ownership over some aspects of the projects and initiatives.
  • Demonstrated ability to stay organized while prioritizing and managing workflows. You don’t need guidance on structuring your day and you can effectively assess and shuffle priorities on the fly. You can juggle anything and you have devised ways of keeping yourself organized and on pace without losing track of any of the details.
  • You have a bias for action when you see a problem, and use data to make informed decisions.

Perks & Benefits

As an early member of our team, you'll receive competitive compensation.

Extended health benefits including medical, vision and dental coverage starting on Day 1.

Flexible paid time off that includes paid vacation days and paid personal days.

You'll receive a laptop conveniently delivered to your door to get you started and set up for success Day 1.

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