- one-to-many strategies to drive feature adoption within your retailer portfolio.
- retailer needs and identify opportunities for improvement.
- each retailer in your 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.
- and maintain strong relationships across multiple internal and external client stakeholders, in partnership with the Business Development team.
- Business Development and internal leadership team on up-sell opportunities.
- a subject matter expert (SME) on the retailer-facing suite of products and be proactive in how clients can leverage it to grow their business.
- expert consultation to clients leveraging your knowledge of the Enterprise.
- set including:
- of collateral and training materials to support education of new feature releases.
- of best practices to drive feature adoption and ecommerce growth.
- years previous Customer Success or other relevant experience
- owning a portfolio of 30+ customers.
- experience should focus on enterprise and / or SaaS.
- experience in retail or grocery is a plus.
- project/program management skills
- acumen to allow effective articulation of Enterprise capabilities & offerings highly preferred.
- communication skills with the ability to distill complex issues.
- with large data sets and ability to extract business insights from analysis.
- with ambiguity and a rapidly evolving business landscape
- stakeholder management skills, both for internal and external stakeholders
- communication response times
- to manage across functions and present to leadership.
- problem-solver
- energetic, and influential relationship builder
Customer Success Manager - Toronto, Canada - Apex Systems
Description
Customer Success Manager (API)
Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Customer Success Managers with experience with APIs, business development and relevant industry experience.
Start date: ASAP.
Office Location: 100% remote (within Canada)
Hybrid: preferred on site on weekly basis if applicable
Contract: 6 month rolling contract to start, subject to an extension
OVERVIEW
Our Client is looking to add to their Enterprise Solutions team. They are hiring an Enterprise Customer Success Manager to help support and grow our Mid-Market and SMB segment. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of enterprise offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.
ABOUT THE JOB:
In partnership with Business Development, execute on the customer relationship strategy for a portfolio of 30-50 retail partners, which promotes 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 execute on and help create playbooks, data points, tools and resources to educate and encourage the upsell/cross-sell/renewal of retail partnerships on the platform.
Be a subject matter expert of the enterprise offering and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform.
Help develop partner-facing collateral and lead presentations to external audiences to evangelize enterprise offerings, including demonstrations of the suite of enterprise products and services.
Establish a deep understanding of the client's 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
Analytical Support
Monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how our product is performing for retailers.
Product Knowledge
Sales
Work cross-functionally with Product, Technical delivery, Business Development and Sales teams to drive retailer success plans and upsell/cross-sell opportunities.
ABOUT YOU
Application Process: It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Kayser at
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or