Customer Success Director, Digital Shelf

The Role:

Fueled by our customer and business growth, we’re looking for Customer Success Managers to run and grow relationships with our customers, ensuring they are successfully adopting the product. 

Working as part of the customer success team, you will play a critical role in onboarding, supporting, and leading strategic direction for a global client. The goal of our Customer Success Team at CommerceIQ is, simply, to help our customers achieve profitable revenue growth using our platform. They do so by partnering with the CommerceIQ Customer Success Team and other cross-functional partners to provide consultative ecommerce analysis, strategy, and product guidance. Customer success is at the heart of what we do so you should have CPG experience working in sales, analytics, or marketing as well as in ecommerce. This is an exciting time to join our fast-growing team. 

This role focuses specifically on a global CPG client with ownership over the EMEA portion of our engagement. 

What You'll Do:

• Guide and mentor Customer Success Managers to ensure effective client support and streamlined deployment project coordination

• Cultivate a collaborative and customer-focused environment within the team, highlighting the pivotal role of deployment coordination in enhancing customer success

• Drive successful change management initiatives within the organization and among our client base, navigating clients through transitions, upgrades, and new feature releases to ensure smooth adoption and minimal disruption to their business operations

• Create and manage deployment project plans, timelines, and milestones, ensuring they align with client objectives. 

• Own customer relationship across EMEA markets for a global CPG brand, diving deep to understand business strategy and provide consultative ecommerce analysis, strategy, and product guidance that drives profitable business growth 

• Develop long-term relationships with select large accounts, working with customers to understand their e-commerce needs and focusing on how our products and services can help meet those needs and improve profitable market share

• Understand Ecommerce data and how it can be used to grow improve profitable market share

• Be an expert on the CommerceIQ platform, helping customers apply best practice strategies to achieve their business goals

• Take ownership of customer service requests through coordinating with the technical support and engineer teams to ensure requests are addressed quickly and with a high level of satisfaction

• Be the voice of your customers, collaborating with our internal teams to shape new features and help us rapidly develop a product 10x better than the competition

Skills and Qualifications:

• Bachelor's degree in Business, Marketing, Communication, Economics or related field

• 8+ total years of professional work experience

• 2+ years of experience managing and scaling customer success teams.

• 5+ years experience working in the ecommerce industry at a brand, consulting firm, agency, Amazon or related organization or in relevant category management, analytics, or sales roles in the CPG industry

• Experience working with all levels of the business, including senior executives, and presenting and influencing VP+ audiences on the value of the platform.

• Strong written and verbal communication, project management and client management skills

• An analytical approach to problem-solving with advanced Excel (and/or *SQL) skills, along with project management experience and ability to anticipate and mitigate risks 

• Track record of retaining and renewing Enterprise customers in the SaaS space

• Willingness to travel as needed to meet with clients

Benefits & Perks:

• Highly competitive pay and benefits

• Usual public holidays and a further 25 working days' holidays

• Life & family friendly working arrangements

• Company Pension Scheme

• Private Medical Insurance 

• Company Life insurance

• Employee Assistance Programme

Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.