Customer Success Manager

3 weeks ago

Vancouver, Canada Apex Systems Full time

Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Customer Success Managers with experience with APIs, business development and relevant industry experience.

Office Location: 100% remote (within Canada)

Hybrid: preferred on site on weekly basis if applicable

OVERVIEW

Our Client is looking to add to their Enterprise Solutions team. They are hiring an Enterprise Customer Success Manager to help support and grow our Mid-Market and SMB segment. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of enterprise offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.

ABOUT THE JOB

  • In partnership with Business Development, execute on the customer relationship strategy for a portfolio of 30-50 retail partners, which promotes productivity, retention and loyalty for the suite of enterprise offerings including ecommerce SaaS and API services.
  • Collaborate with Business Development, Enterprise Solutions, and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the upsell/cross-sell/renewal of retail partnerships on the platform.
  • Be a subject matter expert of the enterprise offering and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform.
  • Help develop partner-facing collateral and lead presentations to external audiences to evangelize enterprise offerings, including demonstrations of the suite of enterprise products and services.
  • Establish a deep understanding of Instacart's business operations, including internal processes and functional group strategies.
  • Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization.

YOUR DAY TO DAY

Account Planning and Execution:

  • Utilize one-to-many strategies to drive feature adoption within your retailer portfolio.
  • Understand retailer needs and identify opportunities for improvement.
  • For each retailer in your portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how our Enterprise offerings play a role in those initiatives.
  • Build and maintain strong relationships across multiple internal and external client stakeholders, in partnership with the Business Development team.
  • Advise Business Development and internal leadership team on up-sell opportunities.

Analytical Support:

  • Monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how our product is performing for retailers.

Product Knowledge:

  • Become a subject matter expert (SME) on the retailer-facing suite of products and be proactive in how clients can leverage it to grow their business.
  • Provide expert consultation to clients leveraging your knowledge of the Enterprise.
  • Development of collateral and training materials to support education of new feature releases.
  • Delivery of best practices to drive feature adoption and ecommerce growth.
  • Work cross-functionally with Product, Technical delivery, Business Development and Sales teams to drive retailer success plans and upsell/cross-sell opportunities.

ABOUT YOU

  • 5+ years previous Customer Success or other relevant experience
  • Experience owning a portfolio of 30+ customers.
  • Prior experience should focus on enterprise and/or SaaS.
  • Prior experience in retail or grocery is a plus.
  • Technical acumen to allow effective articulation of Instacart’s Enterprise capabilities & offerings highly preferred.
  • Excellent communication skills with the ability to distill complex issues.
  • Comfort with large data sets and ability to extract business insights from analysis.
  • Comfort with ambiguity and a rapidly evolving business landscape
  • Solid stakeholder management skills, both for internal and external stakeholders
  • Quick communication response times
  • Ability to manage across functions and present to leadership.
  • Creative problem-solver
  • Positive, energetic, and influential relationship builder
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