Customer Success Manager ChannelAdvisor
The Customer Success Manager will contribute to the overall direction of the ChannelAdvisor Customer Success team. Their primary goal is for each client account under their influence to quickly reach full revenue potential and for that account to realize value in the ChannelAdvisor product suite. Working with the Customer Success Team Manager, this position will quickly assess customer on-ramp needs, develop innovative plans to solve their challenges, and help implement these plans to the customer?s satisfaction. They will be a point of contact for clients, ensuring that the proper resources are used within ChannelAdvisor and that the deployment of the customer account is appropriate and timely. In this role, they are responsible for managing a small team of Customer Success Specialists which will execute the applicable on-boarding and account growth plans. The Customer Success Manager must be an experienced project/program manager with the ability to meet strict deadlines and the highest expectations for customer delivery.
Essential Job Functions:
Manage and actively engage in all client launch efforts for applicable ChannelAdvisor products and supporting services.
Oversee Launch Project Portfolio, including:
Account Satisfaction and Retention
Weekly Status reporting
Defining and implementing processes and procedures to support and improve on-going launch activities
Quarterly plan generation, deployment and management
Salesforce.com usage (integration)
Field ad hoc launch inquiries from clients regarding functionality, installation, deployment and customization.
Ensure all launch initiatives are complete, on time, and within budget.
Act as liaison between applicable business units within ChannelAdvisor (ie. Engineering Operations, Product Management, QA, Sales, etc.).
Provide sales support, where applicable, for all launch related inquiries and project scoping initiatives.
Provide feedback to Product Management for product features and enhancements.
Management of human resources assigned to their team including:
All associated HR related tasks:
Annual and quarterly reviews
Account assignments and Implementation portfolio management
Resource goal management & development
Staffing (new hires)
Needs assessment & justification
Team performance management
Quarterly Metrics Management/Reporting
Proven track record in managing large, complex projects or client account portfolios.
Excellent problem-solving skills and the ability to resolve customer related issues in a timely and satisfactory manner.
Ability to train and mentor launch personnel.
Excellent organizational skills and attention to detail.
Ability to work effectively in a fast-paced and demanding environment.
Strong oral and written communication skills; the ability to communicate technical information to both technical and non-technical audiences .
The ability to adapt and effectively handle and adjust to changes in priorities and assignments.
The ability to build customer relationships, as well as take responsibility for customer satisfaction and loyalty.
Experience in developing software training curricula.
The ability to present ideas effectively to individuals or groups.
The ability to change direction of presentation to suit the needs of the audience.
Strong working knowledge of HTML, Excel, FTP Clients and web browsers.
Expertise in software training a strong plus.
Expertise in ecommerce marketplaces (eBay or Amazon) or comparison Shopping engines (Shopzilla, Pricegrabber, Yahoo, Shopping.com, Googlebase, etc) a strong plus.
Experience with remote based training tools (WebEx, Goto Meeting, or Live Meeting) a plus.
Expertise in ChannelAdvisor applications a strong plus.
Technical BS/BA degree.
Minimum of 7-10 years practical, in depth experience in software related environment or consulting services firm with 5 - 7 years project management experience/managing small teams and 1-3 years software implementation experience.
Morrisville, North Carolina, United States
||2701 Aerial Center Parkway |
Morrisville, NC 27560