Customer Success Role

UNBXD Customer Success Managers are client-facing members of a cross-functional team. You will manage relationships with new and ongoing clients and serve as their primary point of contact within UNBXD. You will be responsible for welcoming new merchants to UNBXD, setting expectations for their experience with UNBXD Enterprise, handling ongoing account updates and inquiries from your clients, and maintaining a high rate of customer satisfaction within your portfolio.

The clients you will interface with our sophisticated, brands and retailers with complex requirements. The primary measure of success for Customer Success Managers is the success of portfolio accounts and the satisfaction level of merchants within their assigned portfolio.

Over time it is expected that you will become the trusted advisor and UNBXD expert to your clients.

A great Customer Success Manager could be described as having superb communication skills, excited about selling new UNBXD products that can help their customer grow, always looking to solve problems for their clients, able to handle stressful situations like a seasoned pro, constantly looking to expand their knowledge and skill set, all while keeping their clients happy with their experience with UNBXD.

UNBXD is seeking highly-motivated Customer Success Managers who love driving revenue growth and successful outcomes for customers. You are passionate about growing your book of business with successful customer renewals, up-sells and cross-sells. You are a resource quarterback, partnering with your customer to realize meaningful results while working directly with Engineering, Product, Quality and Marketing teams. This position can be located anywhere in the United States for the right candidate, but preferred locations include Bay Area, CA, Chicago, IL, or New York, NY.

KEY RESPONSIBILITIES :

- Develop a trusted advisor relationship with key stakeholders and executive sponsors

- Own a customer's book of business, be responsible for driving UNBXD revenue growth with successful renewals, up-sells and services growth

- Operate as the lead point of contact for any and all matters specific to your customers

- Understand and discuss complex products and identify ways to optimize product performance

- Achieve customer satisfaction through successful delivery of defined project scope and expanded partnership / ongoing engagements

- Exemplify an outcome/results-oriented approach

- Work with merchants and partners to ensure that customers are leveraging UNBXD effectively and achieving success

- Onboard merchants and highlight UNBXD resources available to a new customer

- Identify and grow opportunities for upsell and cross-sell

- Identify and assess renewal risks for customers

- Assist with issue and support escalations as needed

- Maintain a high level of customer satisfaction

- Maintain high levels of customer retention

- Prepare, Lead and manage MBRs and QBRs (Monthly and Quarterly Business Reviews) with clients

- Provide analytics into the likely hoodhood of our customers to be UNBXD advocates

- Partner with Technical Support, Professional Services, and Sales to drive product implementations, Pilots/POCs and contract renewals

- Present Unbxd product performance data along with ROI, etc., share Product roadmap and plan the next set of steps for customer engagement.

- Conduct regular trainings with the customer on leveraging Unbxd merchandising and reporting console and solving for business use cases

- Track account health and product usage details

- Regularly analyze key account metrics and identify new growth areas

- Evangelizing new products and features to the customer teams

- Collaborate with cross-functional business and technical teams to scope out business opportunities and to deliver results (e.g. product enhancements, marketing needs)

- Limited travel to customers in the US, EMEA & APAC (depending on their region)

PROFESSIONAL EXPERIENCE/QUALIFICATIONS :

- Bachelor Degree or equivalent work experience

- Decent level of eCommerce knowledge

- Enterprise level B2B Account Management experience

- Experience with Client Relationship Management

- Proven Leadership

- Effective Written and Verbal Communication Skills

- Cross-sell / Up-sell experience

- Experience in negotiating (opportunities, timelines, solutions,...etc)

- Presentation skills

- Goal Oriented

- Experience with CRM (ideally Salesforce) and any Customer Success platform is a plus

- Hunger for continued learning

THINGS THAT WILL IMPRESS US :

- Enterprise Software Customer Success Management Experience

- eCommerce Conversion Optimization

- Expertise in search relevancy and merchandising

- eCommerce QA Testing

- Google Analytics

- Experience with Renewals and Churn Management

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