Customer Success Manager

LogX Group is looking for an experienced and entrepreneurial Client Success Manager (eCom Concierge (eCC)) to join our team!

About LogX Group

LogX Group brings global local by connecting products, platforms, and people across the world.

In 2022, LogX Group supported over 500 businesses, processed over 2 million packages, and facilitated over $200 million in e-commerce sales between Canada and the USA.

Collectively, our companies make us the largest 3rd party retailer on Canadian marketplaces such as Amazon.

LogX Group leverages deep domain expertise and a commitment to service to offer integrated logistics support and supply chain expertise, a global e-commerce platform, and innovative technology solutions.

Learn more at logxgroup.com

About the Opportunity

We are seeking a highly motivated and detail-oriented Client Success Manager to join our dynamic team specializing in managing Amazon stores for our partners, as well as spearhead the growth of our Amazon Partnerships program in Canada.

Our service is in its initial phase, and we are looking for an individual who is eager to navigate through the learning curve, document processes, and contribute to the refinement of our client management strategies.

You will play a pivotal role in helping our partners maximize their presence in Canada including optimizing their product catalog, pricing, and eCommerce distribution strategies to achieve unparalleled success.

This position is perfect for a self-motivated individual who thrives in initiating and navigating B2B sales processes, addressing challenges head-on, has strong communications and analytical skills and fostering new customer relationships within a program that is just beginning to unfold.

The candidate should be a self-starter, ready to develop and implement strategies for success in a fast-paced environment.

This position requires a hybrid in-person work arrangement, allowing for a blend of remote and office-based work.

Client Success Manager Responsibilities (50%)

• Develop and maintain strong relationships with clients (store owners), ensuring their needs are met and their Amazon stores are successfully managed.
• Collaborate with the Finance team to understand and communicate financial results
• Monitor and assess partner store performance, identifying trends, making recommendations for improvement, and anticipating potential issues in advance.
• Work closely with the finance team to understand store financial performance and develop reports for partners.
• Create and optimize email templates for communicating store performance and updates to partners.
• Document all processes and issues encountered, contributing to the creation of a knowledge base for future reference.
• Be proactive in identifying opportunities for process improvement and client satisfaction enhancement.
• Assist in the development and implementation of strategies to increase store visibility, sales, and overall success on the Amazon platform.

Business Development Responsibilities (50%)

• Develop and execute strategies to drive the growth of the Amazon Partnerships Program, targeting enterprises and wholesalers in the United States.
• Initiate and manage B2B sales processes, from lead generation research to closing deals, ensuring a smooth onboarding experience for new partners.
• Work closely with partners to understand their Canadian sales goals, helping them to optimize their catalog, pricing, and distribution.
• Utilize strong analytical skills to assess sales performance and Amazon metrics, providing actionable insights to partners for continual improvement.
• Document and address any issues or challenges that arise during the initial phase of the program, creating a framework for ongoing improvement and success.
• Foster lasting relationships with partners, ensuring their needs are met and exceeded, while positioning our program as the premier choice for Amazon sales management.

Job Key Competencies / Skills

• Strong communication skills, both written and verbal, with the ability to develop clear and effective communication materials.
• Ability to build strong relationships with partners and stakeholders.
• Excellent analytical skills, with a proficiency in analyzing data to inform decisions (i.e. sales data and performance metrics on Amazon).
• Ability to work independently and as part of a team, with a proactive approach to problem-solving.
• Proficiency in Microsoft Office Suite, especially Excel, and familiarity with Amazon Seller Central or similar e-commerce platforms.
• Time management skills, with the ability to manage multiple projects simultaneously and meet deadlines.
• Self-starter attitude, with the capability to operate independently in a dynamic, fast-paced environment.
• Proficiency in documenting processes and addressing challenges in a program’s initial phase.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Marketing, Communication, eCommerce, or a related field.
• Experience in e-commerce, specifically Amazon store management, is preferred but not required.
• Keen interest in e-commerce and an enterprising spirit are encouraged to apply.
• Experience in developing communication materials and financial reporting is advantageous.
• Demonstrable experience in business development, sales, or a similar role, with a focus on eCommerce or Amazon sales.
• Experience working with enterprises and wholesalers, with a keen understanding of their unique needs and challenges on Amazon.
• Familiarity with sales performance analysis and reporting tools.
• Enterprising candidates enthusiastic about eCommerce are encouraged to apply, with a willingness to learn, adapt, and grow within the role.

Language Skills

English is the principal language for this position. This position requires good written and verbal communication skills and the ability to communicate effectively in a diverse, multicultural environment.

This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee.

The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.

We strive to embody values of respect, collaboration, and diversity and are committed to employment equity. The diversity of our workforce strengthens our success.

We seek qualified candidates who share our commitment to equity, diversity and inclusion. We welcome applications from women, persons with disabilities, First Nations, Métis and Inuit peoples, members of racialized communities, and 2SLGBTQ+ persons.