Customer Success Manager

Apex Systems; Ontario; On-site; CAD 80,000 - 100,000; Part time

Job summary

A leading IT services provider is seeking an experienced Enterprise Customer Success Manager to enhance productivity and retention among retail partners. This role involves building relationships, developing strategies, and collaborating with multiple teams. Candidates should have over 5 years of experience in customer success. Competitive compensation and dynamic work environment offered.

Qualifications

• 5+ years of previous Customer Success or relevant experience.
• Experience owning a portfolio of 3-4+ retailers.
• Technical acumen to articulate enterprise capabilities.

Responsibilities

• Execute customer relationship strategy for retail partners.
• Collaborate to create educational materials and resources.
• Develop a deep understanding of clients’ business operations.

Skills

Customer Success

Stakeholder Management

Analytical Skills

Communication

Problem Solving

Technical Acumen

Job description

Overview

Overview Enterprise Customer Success Manager position at Apex Systems in the Online Retail space, specializing in PMO. The role focuses on providing proactive and strategic guidance on enterprise offerings, acting as the internal voice of the retailer, coordinating cross-functionally on retailer requests, and helping develop customer success processes, metrics, and engagement strategies throughout the customer lifecycle.

About the Job

Enterprise Systems is a global IT services provider seeking to add to their Enterprise Solutions team. The Enterprise Customer Success Manager will work with a portfolio of retail partners to promote productivity, retention, and loyalty for the suite of enterprise offerings including ecommerce SaaS and API services.

Responsibilities

• In partnership with Business Development, execute on the customer relationship strategy for a portfolio of 3-4 retail partners, promoting productivity, retention, and loyalty for the suite of enterprise offerings including ecommerce SaaS and API services.
• Collaborate with Business Development, Enterprise Solutions, and Product teams to create playbooks, data points, tools, and resources to educate and encourage upsell / cross-sell / renewal of retail partnerships on the platform.
• Serve as a subject matter expert of the enterprise offering and provide consultative services to educate on best practices and tactics for optimal success on the platform.
• Develop partner-facing collateral and lead presentations to evangelize enterprise offerings, including demonstrations of the suite of enterprise products and services.
• Develop a deep understanding of clients’ business operations, including internal processes and functional group strategies.
• Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization.

Your Day to Day

• Account Planning and Execution.
• Utilize one-to-many strategies to drive feature adoption within the retailer portfolio.
• Understand retailer needs and identify opportunities for improvement.
• For each retailer in the portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how our Enterprise offerings play a role in those initiatives.
• Build and maintain strong relationships across multiple internal and external client stakeholders, in partnership with the Business Development team.
• Advise Business Development and internal leadership on up-sell opportunities.
• Analytical Support
• Monitor retailer metrics and KPIs, leveraging insights to drive business results and understand product performance for retailers.
• Product Knowledge
• Become a subject matter expert on the retailer-facing suite of products and advise clients on how to leverage it to grow their business.
• Develop collateral and training materials to support education of new feature releases.
• Deliver best practices to drive feature adoption and ecommerce growth.
• Work cross-functionally with Product, Technical Delivery, Business Development and Sales to drive retailer success plans and upsell / cross-sell opportunities.

About You

• 5+ years of previous Customer Success or other relevant experience
• Experience owning a portfolio of 3-4+ retailers
• Prior experience focusing on enterprise and / or SaaS
• Technical acumen to articulate the enterprise capabilities and offerings
• Excellent communication skills with the ability to distill complex issues
• Comfort with large data sets and ability to extract business insights
• Comfort with ambiguity and a rapidly evolving business landscape
• Strong stakeholder management skills (internal and external)
• Quick communication response times
• Ability to manage across functions and present to leadership
• Creative problem-solving skills
• Positive, energetic, and influential relationship builder

Details

• Seniority level : Mid-Senior level
• Employment type : Contract
• Job function : Information Technology
• Industries : IT Services and IT Consulting and Technology, Information and Media

Getting started :

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