Associate Customer Success Manager

2 days ago

Greater Toronto Area, Canada Apex Systems Full time

Associate Customer Success Manager


Apex Systems is a global IT services provider, and our staffing practice has openings with our client, an ecommerce grocery platform in the Associate Customer Success Managers space. We are looking for people with experience in 2+ years experience either as a CSM or TAM as well as experience writing documentation and using a ticketing system.


Start date: ASAP.

Office Location: remote/Liberty Village, TOR

Hybrid: preferred on site on weekly basis if applicable


ABOUT The Client:

Our Client is transforming the grocery industry and is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, Our Client has been working towards creating a world where everyone has access to the food they love and more time to enjoy it together.

Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more

complex than that. From re-routing deliveries during snowstorms, to connecting customers with

coupons and deals for their favorite brands, to updating over half a billion grocery data lines

every night...their efforts bring the company closer to being the operating system for the grocery

industry.


OVERVIEW:

About the Role - We are hiring an Associate Customer Success Manager to partner with and

support our Client’s Enterprise Customer Success Managers as they grow their largest and most

strategic retail partners. In this impactful role, you will explore creative solutions to retailer

challenges using existing functionalities, manage retailer feature requests, maintain retailer

information pages in internal hubs, monitor support ticket volumes, audit retailer whitelabel sites,

and liaise with Product teams and other internal stakeholders to identify and bridge gaps in

internal and external documentation.

About the Team - As part of the Enterprise Customer Success team within the broader

Enterprise Solutions organization, you will collaborate with colleagues across multiple

specialized groups such as Technical Account Management, Project Management, Solutions

Architecture, Technical Support, Documentation, and Sales Engineering. This role involves

extensive cross-functional collaboration, offering exposure to a wide range of business

operations and initiatives.


ABOUT THE JOB

Responsibilities:

  • Provide tactical support to Enterprise Customer Success Managers in developing and
  • leading growth and customer relationship strategies for strategic retail partners.
  • Collaborate with Enterprise CSMs, Business Development, Data Science, and Product
  • teams to formulate and implement best practices, playbooks, and growth strategies for
  • whitelabel ecommerce.
  • Serve as a subject matter expert on Our Client’s suite of enterprise products and services.
  • Develop partner-facing collateral and perform demonstrations to promote enterprise
  • offerings.
  • Engage, educate, collaborate, and problem-solve with internal and external partners at
  • all organizational levels.
  • Monitor retailer ticket queues to ensure SLAs are being met, and following up internally
  • where needed


Your Day-to-Day:

  • Find innovative solutions to retailer use cases.
  • Manage and prioritize feature requests and internal task tickets.
  • Maintain and regularly update retailer 360 pages and health scores.
  • Monitor support ticket volumes and resolution times.
  • Work with cross-functional teams to identify documentation gaps.
  • Build and maintain templates for retailer presentations.
  • Audit retailer whitelabel sites and marketing channels.
  • Assist with site testing and new feature training for retailers.


ABOUT YOU

Minimum Qualifications:

  • 2+ years in Customer Success, Account Management, Technical Account Management, or related fields.
  • Technical acumen with the ability to effectively articulate product capabilities and offerings.
  • Self-starter with the ability to thrive in an ambiguous and rapidly changing business landscape.
  • Excellent communication skills.
  • Creative and proactive problem-solving capabilities.


Preferred Qualifications:

  • Prior experience in grocery, ecommerce, or operations.
  • Experience working with complex and evolving technology products.

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