Client Experience Manager
Description
Be Smart. In It to Win It. Teamwork Makes the Dream Work. Yes, We Can. We Got Your Back. Built on Trust
These values define who we are and they have empowered our staggering growth to become the #1 leader in Click2Cart technology.
Let's be honest. Job posts are boring, but working with SmartCommerce is far from it.
The Candidate
Our ideal candidate is an A+-player/achiever with an entrepreneurial spirit, infectious personality, and the ability to earn instant rapport with internal and external clients. The right candidate learns fast, is self-motivated, and wants to grow while truly contributing to the success of the team.
The Company
At SmartCommerce employees are passionate go-getters who partner with CPG brands to take their sales to the next level through a proprietary one-click path to purchase technology "MOE". These partnerships increase clients' profit margins and their sales exponentially.
The Culture
What really matters is that the vision, the culture, and the rules of engagement align and are something that team members truly want to embrace. We are a "Family First" organization where our families at home, work-family, and clients are all a priority. When SmartCommerce's cultural beliefs align with yours, success will follow.
Responsibilities
- Develop and maintain exceptional customer service experience
- Create engaged customers and facilitate organic growth
- Responsible for client health and resolving issues in a timely manner
- Set clear goals and objectives with clients and deploy effective strategies
- Follow established service procedures, policies, and standards across clients
- Maintain accurate records and documentation across customer service actions
- Showcase performance metrics via internal dashboards and reporting platforms
- Develop business reviews and provide recommendations to optimize performance
- Stay knowledgeable on all product offerings and enhancements
- Work collaboratively across other business units (Sales, Marketing, Product, Operations, etc)
- Stay informed on industry insights and consumer behaviors in today’s digitally focused ecomm world
- Maintain an orderly workflow according to priorities
- Perform additional duties as needed
Requirements
- Proven working experience as an Account Manager/Client Success
- Experience in Brand Management, Agency and/or Digital Strategies
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and tools
- Strong knowledge of the Consumer Packaged Goods (CPG) industry and the latest technology trends and applications within CPG
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Business Administration or related field
- 3-5 Years Experience in Client Success, Marketing, Media
- Experience in CPG industry
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, Profit Sharing)
- Life Insurance (Basic, Voluntary & AD&D)
- Long-Term Disability
- Short- Term Disability
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Work From Home
- Wellness Resources