Customer Success Manager
Apex Systems is a global IT services provider, and our staffing practice has openings with our client, an ecommerce grocery platform in the Associate Customer Success Managers space.
We are looking for people with experience in 2+ years’ experience either as a CSM or TAM as well as experience writing documentation and using a ticketing system.
Client : Technology Ecommerce (Grocery / Retailer) Enterprise
Start date : ASAP.
Office Location : Remote in Canada (PST / West Coast) & Head office located in Liberty Village, Toronto
Travel : Yes, within North America
About the Role
Our Client is seeking a highly skilled Enterprise Customer Success Manager to lead and champion their relationships with key strategic retail partners.
As a successful candidate, you will provide strategic insights to propel the success of our Client’s offerings, advocate for retailers' interests, and drive ongoing refinement of our Client’s customer success methodologies and metrics.
About the Team
This role is housed within the Enterprise Customer Success team, part of the larger Enterprise Solutions organization. You will engage in substantive collaboration across multiple specialized groups, including Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Engineering.
Your work will have broad exposure to a range of significant business operations and strategic initiatives, placing you at the core of our enterprise-level expansion efforts.
About the Job
- Lead growth strategies and customer relationship enhancement for a portfolio of strategic retail partners, tailored to the Client’s platform.
- Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions.
- Partner with Business Development, Data Science, and Product teams to design and implement playbooks and strategies that maximize retailer success.
- Serve as a subject matter expert on the Client offering as well as retailers’ Prepared Foods operations, utilizing that knowledge to maximize their use.
- Identify expansion opportunities within your portfolio of retail partners and partner with Business Development and Product teams to effectively drive adoption.
- Drive the development and execution of impactful partner-facing materials and presentations that showcase the benefits of all solutions.
- Dynamically improve Customer Success Management processes and best practices to adapt to evolving business needs effectively.
Your Day-to-Day
- Coordinate with Product and Business Development to align Our Client’s varying solutions with the specific business goals of different retail partners.
- Partner with Product to drive adoption of new features for a set of target retailer partners.
- Promote unique value propositions of our Client’s solutions to maximize partner success and satisfaction.
- Monitor retailer KPIs to ensure effective adoption and optimize the implementation of best practices.
- Maintain and expand product knowledge to continuously enhance service delivery and retailer education.
- Act as a key internal liaison for retail partners, facilitating robust feedback loops with Product teams to refine our offerings.
Minimum Qualifications
- 5+ years in SaaS Customer Success, Consulting, or related fields, with significant focus on managing strategic Enterprise customers across various technology platforms.
- Demonstrable experience with supporting SaaS products and / or White label Ecommerce solutions.
- Highly adept at identifying and communicating Enterprise customer pain points and user problems.
- Proven project and program management skills.
- Strong technical acumen, capable of understanding and conveying the capabilities of complex products.
- Motivated to work in a dynamic, fast-evolving environment.
- Outstanding communication skills, with proficiency in distilling complex concepts.
- Proficient in data analysis with the ability to derive actionable insights from large datasets.
- Experienced in cross-functional collaboration and executive presentations.
- Creative and proactive in problem-solving.
- Effective at building positive and influential relationships.
Preferred Qualifications
- Specific industry experience in grocery, e-commerce, or operations.
- Hands-on experience in creating customer success strategies from scratch.
- Experienced in collaborative management of enterprise accounts alongside Account Management-style Sales teams.
- Basic SQL.
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