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Customer Success Manager (API)
Join our team at Apex Systems, a leading IT services provider, for an exciting opportunity in the Online Retail sector. We are seeking Customer Success Managers with expertise in APIs, business development, and relevant industry knowledge.
- Start Date: Immediate
- Office Location: Fully remote within Canada
- Hybrid: On-site presence preferred weekly if feasible
- Contract: Initial 6-month rolling contract with potential extension
Overview
Our Client is expanding their Enterprise Solutions team and looking to hire an Enterprise Customer Success Manager. This role involves supporting and expanding our Mid-Market and SMB segment. Responsibilities include offering strategic guidance on optimal utilization of enterprise solutions, acting as the internal advocate for the retailer, coordinating internal initiatives, and contributing to the enhancement of customer success processes and engagement strategies.
About the Job
Collaborate with Business Development to implement customer relationship strategies for a portfolio of 30-50 retail partners. This involves promoting productivity, retention, and loyalty for the suite of enterprise offerings, including ecommerce SaaS and API services.
Partner with Business Development, Enterprise Solutions, and Product teams to develop playbooks, tools, and resources for educating and encouraging upselling, cross-selling, and renewals within retail partnerships.
Act as a subject matter expert on enterprise offerings, providing consultative services to educate internal and external stakeholders on best practices for success on the platform.
Assist in creating partner-facing materials and delivering presentations to external audiences to showcase enterprise products and services.
Develop a deep understanding of clients' business operations, internal processes, and strategies.
Engage, educate, collaborate, and problem-solve with internal and external partners at all organizational levels.
Your Day to Day
Account Planning and Execution
- Implement strategies to drive feature adoption within the retail portfolio
- Identify retailer needs and enhancement opportunities
- Develop a deep understanding of each retailer's goals and advise on leveraging enterprise offerings
- Build and maintain strong relationships with internal and external stakeholders
- Collaborate with Business Development on up-sell opportunities
Analytical Support
Monitor retailer metrics to drive business results and assess product performance.
Product Knowledge
- Be an SME on retailer-facing products
- Provide expert consultation to clients on product utilization
- Create collateral and training materials for new feature releases
- Share best practices for feature adoption and ecommerce growth
Sales
Collaborate with cross-functional teams to drive retailer success plans and upsell/cross-sell opportunities.
About You
- Prior experience in Customer Success or similar roles
- Management of a customer portfolio
- Focus on enterprise and/or SaaS
- Experience in retail or grocery is advantageous
- Project/program management skills
- Ability to articulate Enterprise capabilities effectively
- Strong communication skills
- Proficient in data analysis
- Comfortable with ambiguity and rapid changes
- Effective stakeholder management
- Skilled in presenting to leadership
- Strong problem-solving abilities
- Dynamic and influential relationship builder
Application Process
If you are interested, please apply through the provided platform. For any technical issues, kindly reach out to our team.
EEO Employer
Apex Systems is an equal opportunity employer. We prioritize diversity and do not tolerate discrimination based on various factors. If you need assistance for accessing our website, please contact our Employee Services Department.
