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The Associate Customer Success Manager provides operational support to CommerceHubs strategic partners & assists with coordinating support requests & or escalations, assisting with retailer/brand integration, documenting client enhancements and/or change requests for CommerceHubs Drop Ship & Content applications with support from & Customer Success Managers & assist with client facing status meetings. This role will work closely with the Customer Success manager pulling data insights, monitoring business trends, reviewing operational reports & supporting administrative tasks to ensure the Customer Success Team at CommerceHub meets our strategic partners expectations.

Specific Duties

  • Assist with teams ability to build & maintain business-to-business success with all appropriate levels of partner teams, representing CommerceHub Operations team in a consistent, professional, results- driven manner.
  • Monitor operational reports & identify trends or issues to appropriate internal team for resolution
  • Build working knowledge of retailer/brand operational goals in order to assist retailer/brand with systems & related processes that CommerceHub supports
  • Support Customer Success Manager with periodic operational review calls with the partners primary operational teams.
  • Be trained on new product releases or software enhancement with the ability to support users in understanding value add & or functional enhancements.
  • Review documentation requirements & understand business intent for all enhancement & report requests for assigned accounts.
  • Assist with client success escalation issues, research items & documentation gaps.
  • Develop functional understanding of production & services for assigned retailers.
  • Assist with compiling input for client business reviews for achievement of objectives & improvement opportunities.
  • Monitor full lifecycle of issue / resolution process, working closely with both internal & external stakeholders to assist with closure, & ensuring timely resolution of production support issues.
  • Compile, track & monitor client-facing issues using ticketing software; identify & alert management to trends based on client feedback.
  • Work to support new retailer integration projects, as well as enhancement projects for existing retailers, to ensure operational readiness & alignment with retailers business goals.
  • Support work to facilitate Brands' increased performance on connected channels.
  • Support efforts to help Success Managers improve partners conversion of sales, shipping times, & limit cancelled orders.
  • Responsible for documentation for internal & external meetings.
  • Serve as a Client Services (CS) resource & knowledgeable on specific products for assigned retailer/brand partners & point of escalation. Specific CS support includes:
    • Assisting with internal documentation, including, but not limited to: training, internal knowledge base, procedures, integration, & enhancement summaries.
    • Maintain working knowledge of applicable rules regarding product listings on applicable channels.

Requirements

  • Bachelors degree in a technical or related discipline is preferred.
  • 1-3 years of account management, project management, client facing operational support, or client implementation support experience.
  • Exceptional interpersonal skills & the ability to effectively communicate with all team roles (e.g., sales staff, technical engineers, resource managers, etc.) & career levels (e.g., executives, peers, junior-level staff, etc.).
  • Excellent communication (written & verbal) & presentation skills.
  • Ability to organize work, prioritize tasks, & manage multiple & changing priorities.
  • Ability to write in clear, concise, organized manner with appropriate level of detail.
  • Experience with Windows computing environment (Macintosh a plus), Microsoft Office, ticketing & CRM (Customer Success Management) systems.
  • Demonstrated attention to detail & commitment to high quality work, with a strong focus on internal/external customer satisfaction.
  • Must demonstrate a highly collaborative approach to problem-solving in a fast-paced environment & be able to project energy, self-confidence, enthusiasm & a team player attitude.
  • Maintain composure in critical situations & communicates well with both internal & external clients, including being open-minded to varying opinions about a solution.
  • Ability to interact across all levels of the organization & build strong partnerships.
  • Experience working in a highly dynamic atmosphere, capable of multi-tasking, & able to work within challenging time frames.

 Additionally, knowledge of and/or experience with the following is a plus:

  • Retail industry and/or supply chain experience is a strong plus.
  • Marketplace sales experience is a strong plus.
  • SalesForce experience strongly preferred.
  • Demonstrated ability to compare data from multiple sources preferred.
  • Working knowledge of ITIL is a strong plus.
  • Basic understand of data structures, file formatting (EDI, XML, Flat File, HTML, XSD, XSLT), & communication protocols (AS2, FTP, HTTP) is a strong plus.
  • Experience in documenting user requirements preferred.
 
 
 
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