ConvertCart jobs - Customer Success Manager

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing excellent customer service experience and help customers achieve their desired goals. 

Responsibilities

• Responsible for forming strategies to improve the existing Conversion Rate using innovative ideas.
• Responsible for maintaining great relationships with clients.
• Work closely with clients to improve overall business understand and help them track the correct metrics required for their business.
• Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Generate and deliver periodic (monthly/quarterly) reports to review the work done and analyse statistics, metrics, and provide recommendations for further improvements.
• Analyse the available data to understand the type of visitors visiting the website and figure out the leaks in the website and suggest corrective measures to solve these problems.
• Work with customers to establish critical goals, plan the entire account strategy or quarterly campaign launch/initiation plan & help customers in achieving their goals.
• Coordinate with cross-functional teams like product & engineering, development etc to ensure project or campaigns are launched in a timely manner.
• Present A/B test results to determine the impact on conversion and ROI.
• In concert with the Sales teams, forecast retention, renewal, and status for assigned accounts.

Professional Competencies:

• Prior experience in international Customer Success, Professional Services, consulting or equivalent history of increasing customer satisfaction, adoption and retention
• Understanding of e-commerce business, Strategic Marketing & Online Marketing / Campaign Management is strongly desired.
• Digital marketing experience that demonstrates your in-depth understanding of Online Brand Development, Data Analytics, Campaign Management and customer and email acquisition will be added benefit
• Experience working in a multi-cultural global organization
• Strong structural work methods, multitasking and time management skills
• Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
• Excellent verbal and written communication skills
• Good presentation skills
• Proven ability to collaborate and build strong relationships with customers especially at the C-level. Proven experience in managing project implementations.

Qualifications

• Bachelor's degree or equivalent experience
• Experience in Client success
• Strong written and verbal communication skills
• Detail-oriented and analytical
• Demonstrated ability to increase customer satisfaction
• Minimum 1 year of customer-facing experience.
• Experience in handling marketing campaigns.
• Understanding of digital marketing techniques and changing trends in online space.
• Excellent organizational, presentation and communication skills.