[Hiring] Customer Success Associate Director, E-commerce @CommerceIQ

Role Description

Fueled by our customer and business growth, we’re looking for Customer Success Associate Director, E-commerce 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 our clients. The goal of our Customer Success Managers 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 onboard, train, and provide day-to-day support for our customers. 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 position is remote with 15-25% travel expected to client locations.

What You'll Do

• Act as the connector between retail media strategy and content execution, ensuring that media investments and on-site content are aligned to drive conversion and share growth.
• Work with our customers to understand their ecommerce needs, focusing on how we use our products and services to help them meet those needs.
• Provide data-driven content recommendations and optimizations across retailer platforms (e.g., Amazon, Walmart, Target, Chewy, etc.) to maximize visibility and performance.
• 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.
• Focus on moving the needle with respect to our customer’s KPIs and continuously showcase the value of CommerceIQ's platform throughout the engagement period.
• Assist customers with onboarding, training, and deployment of best practices to help customers grow their ecommerce business.
• 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.
• Assist our Customer Success Leadership and Professional Services teams in crafting, presenting, and executing Joint Success Plans that focus on driving the most value possible using the CommerceIQ platform and services.
• 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.

Qualifications

• Bachelor's degree in Business, Marketing, Communication, Economics or related field.
• 5+ total years of professional work experience.
• 3+ years experience working in the ecommerce industry at a brand, consulting firm, agency, Amazon or related organisation or in relevant category management or analytics roles in the CPG industry.
• 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.
• Experience working with all levels of the business, including senior executives.
• Willingness to travel as needed to meet with clients.

Benefits

• Comprehensive medical, vision, and dental coverage.
• A 401(k)-retirement plan.
• Short & long-term disability insurance.
• Life insurance.
• Paid parental leave.
• Monthly reimbursements for gym, phone, and internet.
• 10+ paid company holidays in each calendar year and unlimited PTO.