Customer Success Manager

1 week ago

Old Toronto, Ontario, 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

We're on the hunt for a passionate and experienced Customer Success Manager to join our dynamic tech team. With a customer-first mindset, you'll be the face of our company for our clients, ensuring they receive exceptional service and never have to worry about the details because you've got a handle on them.

Your role will be pivotal in forming robust, enduring relationships between our company and our clients. If you're a motivated, tech-savvy individual who enjoys building relationships and being at the forefront of innovation, Carbon6 could be the place to come build your career.

Your Impact:
  • Seamless Customer Onboarding: Guide new customers through our onboarding process, ensuring a swift, accurate setup and creating immediate value for our customers from our solutions. You will set the pace and standard for how new customers perceive our efficiency and dedication to their success. With your help, the road to greater operational effectiveness will be clearly paved for every customer.
  • Be the Conductor of the Customer Experience:Orchestrate every aspect of the customer journey, from the first interaction to the ongoing relationship management. You will choreograph a harmonious journey for our customers, ensuring each interaction aligns with our commitment to exceptional service and positive outcomes.
  • Client Relationship Management: Develop strong relationships with clients by serving as their trusted point of contact for all campaign-related matters. Understand their unique business needs, provide exceptional customer service, and proactively address any concerns or issues that may arise.
  • Strategic Planning and Cross Selling: Work closely with the sales team to understand other expansion opportunities within the account. This will involve having a strong understanding of all the Carbon6 products and drive expansion and cross sell through your book of business
  • Industry Knowledge: Stay up to date with the latest trends, best practices, and advancements in e-commerce and Amazon. Share industry insights and recommendations with clients to help them stay ahead of the competition and achieve their goals.
Your Qualifications:
  • Proven Experience: You've clocked at least 1-3 years experience working in a tech related, customer success/account manager position. Preference if you have experience within the ecommerce/amazon industry.
  • Ability to Learn Quickly: Adapt swiftly to new tools, technologies, and business processes. You absorb information like a sponge, putting newfound knowledge into action with lightning speed, ensuring our team stays ahead of the curve. Learning new things doesn't scare you - no matter the complexity.
  • Organizational Skills: Your organizational prowess enables you to manage multiple clients and projects with ease. No detail escapes you. You are committed to precision, maintaining a clear and ordered workflow that benefits both our team and our clients.
  • Relationship Building: You're a people person with superior interpersonal skills and a knack for relationship management. People can't help but feel connected to you and you have a way of making people feel confident you're on their side and will do whatever it takes to do right by them.
  • Excellent Communication: You can break down complex concepts into understandable terms, inspiring action with your communication skills. You are gifted in both speaking and listening, leading to a more transparent and effective communication process. You are equally eloquent and comfortable communicating in writing, in person, and when speaking to large groups.
  • Problem-Solving Skills: You're skilled at identifying potential obstacles and finding effective solutions quickly. You understand the most powerful thing you can do to drive solutions is to deeply understand the problem. You are innovative and push boundaries when it comes to finding the best solution - you don't just stick to the obvious or the "tried and true" strategies.
  • Systems thinker: You have a knack for seeing the bigger picture and understand how individual components interact to form a whole. You can foresee the downstream impacts of decisions made today and you use these to inform your approach on everything you work on. You understand when it's the right time to build fast and scrappy, or slow to scale, and how to balance these things to meet both short- and long-term objectives.
  • Self-Starter: You're driven, proactive, and always ready to get things done. You are autonomous, able to take initiative and drive projects without needing external motivation.
  • Customer-Centric: You are fundamentally guided by the principle of putting customers first, shaping every decision with the goal to enhance their experience. You are relentlessly driven to surpass expectations, transforming ordinary customer interactions into memorable experiences.
  • Bonus:
  • Knowledge of the ecommerce and/or Amazon space specifically seller central within Amazon
  • Have experience running google ad campaigns
  • Experience working with Enterprise or large CPG clients
  • Proficient with Google Suite & Mac applications

Note: While this is a hybrid position, it's important to note that during your onboarding period, you will be expected to work in-office Monday to Friday until you are fully ramped prior to moving into a hybrid model. Once you're fully ramped, you are eligible to work four days a week in office.

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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