Senior Client Services Manager

Cart.com; Groveport (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading commerce enablement company is seeking a Senior Customer Success Manager to enhance client experiences. The role involves strategic planning, communication, and collaboration with various teams to ensure client satisfaction and operational efficiency. Ideal candidates will excel in a dynamic environment, possess strong interpersonal skills, and have significant experience in customer service management.

Qualifications

• 5+ years in customer/client service management, directly managing multiple accounts.
• Experience in improving internal processes to better serve clients.
• 1+ year in fulfillment warehousing environment.

Responsibilities

• Create strategic account plans and communicate expectations.
• Work with operations to resolve client issues.
• Prepare reports and presentations for clients.

Skills

Communication

Project Management

Problem Solving

Analytical Skills

Job description

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Direct message the job poster from Cart.com

Talent Acquisition Leader | Bringing Impactful Brands and Talented Humans Together

Who we are:

We’re Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2B and B2C companies to unify commerce operations across channels and sell and fulfil anywhere their customers are.

We’re building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.

Our goal is to be the global backbone of commerce. To achieve it, we’re looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We’d love to hear from you.

Cart.com Fast Facts:

• 6,000+ customers worldwide
• 1,600+ employees globally
• 14 warehouses nationwide, totaling over 8 million square feet of space
• Our software lists $10+ trillion in product value across channels
• Our digital and physical operations support $8+ billion in Gross Merchandise Value

Our values:

Cart.com is building a company that is committed to living out these 6 core values:

• Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about.
• Think beyond the box: “We’ve always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems.
• Don’t give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story.
• Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community.
• Work together: We’ve built a team that prides itself on diversity of thought and background. Collaboration is better with contrast.
• Remember to be human: We work hard, but we leave room for the people, places and things that we love.

The Role:

Cart.com, is hiring a Senior Customer Success Manager. Our talented, dedicated team of Customer Success Managers (CSMs) are the connective tissue between our clients and our operations teams on the ground floor. The Senior CSM reports into our Vice President- Value Realization and helps bridge the gap between both sides to deliver a better experience for everyone.

We’re looking for someone who is a rock star listener and communicator with a knack for knowing how to prioritize their workload. They are capable of track-switching between multiple tasks and are comfortable operating in an ever-changing environment. They easily connect and relate with others and can use that skill to influence outcomes.

If listening to clients share how we can improve sounds like it might stress or burn you out, or you don’t like dealing with change, this role is not for you.

If you’re still interested, here’s a look at what you’ll be doing every day...

What You’ll Do:

• Create a comprehensive strategic account plan
• Communicate clear expectations for our clients and operation teams that serve both group’s goals
• Work with our operations and tech teams to identify and resolve issues on behalf of our brands
• Connect with our clients and get to know the people behind the brands we serve
• Proactively find ways to better serve our clients through other Cart services
• Understand client contracts and interact with client management
• Be the point person with clients on escalated issues
• Collaborate with CSM leaders on ways to make our CSM team better and more efficient
• Coordinate new programs with current clients in a timely and cost effective manner
• Monitor contract adherence
• Review reports and invoicing for accuracy, reasonableness and completeness and flag issues as needed
• Prepare reports and presentations for clients and ops as needed
• Ability to Cross Sell/ Upsell when appropriate

Who You Are:

• Exceptional interpersonal communicator both verbally and in writing
• Advanced in prioritizing and project management
• High level multi-tasker and problem solver
• Thrive in a independent and everchanging work environment
• You remain composed with diplomacy and an ability to influence outcomes i
• Have a high level attention to detail and work with a sense of urgency
• You are analytical with advanced computer skills

What You’ve Done:

• 5+ years professional experience in a customer/client service manager role in which you were client facing and directly managed multiple client accounts to liase between your clients and the business.
• 5+ years professional experience where you directly influenced improving internal processes or solutions to better serve your clients.
• 1+ year’s experience in a fulfillment warehousing environment.
• Experience leading a team with direct reports
• Knowledge and experience in ecommerce and/or retail business

Nice to Haves:

• Enterprise level experience with Fulfillment clients

Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN.

All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Sales

• Industries

  Transportation, Logistics, Supply Chain and Storage and Warehousing and Storage

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