Customer Success Manager

We are seeking a proactive Customer Success Manager to support our B2B e-commerce solution.

The successful candidate will support our business clients to achieve their desired outcomes while using our platform, drive customer satisfaction, and foster long-term relationships.

This role requires a blend of customer service excellence, forward thinking, and in-depth knowledge of e-commerce solutions.

Customer Relationship Management & Engagement

• Serve as the primary business point of contact for daily sustain operations
• Understand business goals, and challenges, and provide tailored support and recommendations
• Partner with product and engineering to create and socialize plan to transition products/features/capabilities from development to sustain post-Hypercare
• Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain
• Monitor and respond to customer inquiries through various communication channels
• Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization

Product Knowledge & Understanding

• Understand the features within a product and the future product roadmap
• Stay updated on the latest product trends across the industry

Incident Management and SLAs

• Partner with operations leads and sustain teams to ensure incidents are resolved with SLA.
• Partner with Site Reliability Engineer (SRE) to help triage Incidents and assign Incidents to the respective support team
• Govern incident resolution process to ensure SLAs are met with proper RCA provided by the L2/L3 support team
• Analyze incidents to identify trends, successes, and areas for improvement and open problem tickets and enhancement requests accordingly

Communication and Reporting

• Communicate and collaborate with the Call center, Sector reps, Business Admins and leadership teams to provide regular updates on incidents, problems, upcoming maintenance, etc.
• Identify Product Improvement areas and work with the Product team to create the backlog item as a future product capability

• Bachelors degree in business, technology, communications or a related field.
• 13+ years of experience in customer success, account management, or a related role, preferably in the B2B e-commerce or SaaS industry.
• Strong understanding of B2B e-commerce solutions and related technologies
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and analytical abilities
• Ability to manage multiple clients and products simultaneously.
• Experience on ServiceNow,
• Experience and good understanding of ITSM (ie. Incident Management, Problem Management, etc. )
• Certification on ITSM-Preferred.