- Bachelor's degree in Business, Management, or related field or equivalent experience.
- Minimum 6 years of eCommerce experience
- At least 1 year of account management experience
- Capacity to lead a client account from start to finish, taking responsibility for missteps and celebrating successes
- Ability to propose service enhancements aligned with client and CQL needs
- Ideal candidates will have previously held roles such as Director of eCommerce or VP of eCommerce
- Experience consulting on or managing an online brand store is a bonus
- Forge enduring partnerships with key/named clients as a strategic collaborator, advocate, trusted consultant, and digital industry authority.
- Comprehend the client's business, needs, and value proposition. Proactively grasp each client's brand, competitive position, technological landscape, growth strategies, technology roadmap, and industry trends. Influence the client's innovation and technology strategy by facilitating introductions to partners and sharing pertinent blogs and research.
- Expand client relationships by engaging with new client stakeholders & departments.
- Create and update account plans / roadmaps regularly. Maintain ongoing communication with clients to ensure alignment and unearth opportunities.
- Act as the client's representative at CQL. Relay insights from client meetings; document feedback, collect intelligence, and follow up as needed. Initiate bi-annual client satisfaction surveys.
- Stay abreast of client activity, performance, and industry shifts that may impact them. Monitor public updates (e.g., new leadership appointments, financial reports, press releases, objectives, competitor actions) to stay informed on key industry trends and client concerns.
- Regularly review and convey client metrics through the CQL Dashboard or GA (conversion rates, traffic insights, etc.).
- Suggest CQL services to enhance client metrics and bolster revenue streams.
- Establish target KPIs for each CQL project or service agreement.
- Evaluate and report on the post-launch impact on client metrics.
- Review work output, where appropriate, before transferring to clients. Represent the client's viewpoint during internal team showcases.
- Serve as a point of escalation for client concerns. Swiftly address issues and identify remedial opportunities.
- Communicate significant obstacles or risks to the team and collaboratively devise mitigation strategies.
- Support the Project Manager in relaying project updates and issue resolutions to stakeholders and CQL Leadership.
- Foster a positive, proactive, solution-focused work atmosphere.
- Medical, dental, and vision coverage along with an HSA
- 3% matching on Simple IRA contributions
- Paid parental leave, including provisions for fostering and adoption
- Flexible work hours and paid time off for a healthy work-life balance
- Regular recognition and encouragement
- Interactive learning sessions where peers share their expertise for mutual growth
- Mentorship opportunities
- Access to certification programs and industry conferences
- Virtual get-togethers like Happy Hour and Coffee Chats, along with occasional cooking classes
- Dog-friendly workspaces (and sometimes, cat-friendly too)
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Sr. eCommerce Client Success Manager - Ann Arbor, United States - CQL
Description
We are exclusively considering candidates in the listed states and are not recruiting individuals outside the US
Indiana, Texas, Florida, Wisconsin, Michigan, Illinois, Ohio, Massachusetts, South Carolina, and Georgia
Our Approach
At CQL, we connect renowned brands with their loyal customers. Our team comprises genuine individuals who value innovation, learning, and a solid commitment to excellence. While our interests vary from scuba diving to DnD, our mission remains constant: to simplify technology and enhance the shopping experience.
We are dedicated to fostering diversity and equality. We take pride in creating a work environment that embraces different backgrounds, skills, and perspectives. Our culture values uniqueness – so, just be yourself; we appreciate it.
Compensation Package
$115,000 - $135,000 + Commission
Role Overview
In the role of Client Success Manager (CSM), you will drive client satisfaction. Serving as the client's voice, the CSM plays a pivotal role in ensuring overall account well-being, retention, growth, and profitability. Beyond managing multiple clients, the Success Manager offers insights and transparency to the Leadership Team. The CSM is tasked with spotting opportunities to strengthen client relationships, boost both client and CQL revenue, and guarantee client satisfaction.
Essential Requirements
Responsibilities
You Will
Guarantee mutual success and measurable value by fostering genuine partnerships. Collaborate with clients to define metrics and success indicators, leveraging these to steer CQL's strategy and service delivery.
Handle day-to-day management of complex client accounts alongside clients and the CQL team to ensure timely and profitable completion of all project deliverables aligning with client's strategic goals.
Benefits
Third Party Submissions
CQL does not entertain unsolicited resumes from external recruiters unless formally engaged to provide candidates for specific roles. By submitting an unsolicited resume, any third-party recruiter acknowledges and agrees that CQL may hire that candidate at its discretion without any obligation to the submitting party.
