Client Experience Manager (Remote)

Be Smart. In It to Win It. Teamwork Makes the Dream Work. Yes, We Can. We Got Your Back. Built on Trust

These values define who we are and they have empowered our staggering growth to become the #1 leader in Click2Cart technology.

Let's be honest. Job posts are boring, but working with SmartCommerce is far from it.

The Candidate

Our ideal candidate is an A+-player/achiever with an entrepreneurial spirit, infectious personality, and the ability to earn instant rapport with internal and external clients. The right candidate learns fast, is self-motivated, and wants to grow while truly contributing to the success of the team.

The Company

At SmartCommerce employees are passionate go-getters who partner with CPG brands to take their sales to the next level through a proprietary one-click path to purchase technology "MOE". These partnerships increase clients' profit margins and their sales exponentially.

The Culture

What really matters is that the vision, the culture, and the rules of engagement align and are something that team members truly want to embrace. We are a "Family First" organization where our families at home, work-family, and clients are all a priority. When SmartCommerce's cultural beliefs align with yours, success will follow.

Responsibilities

• Maintain accurate records and documentation across customer service actions
• Maintain an orderly workflow according to priorities
• Create engaged customers and facilitate organic growth
• Follow established service procedures, policies, and standards across clients
• Responsible for client health and resolving issues in a timely manner
• Stay informed on industry insights and consumer behaviors in today’s digitally focused ecomm world
• Showcase performance metrics via internal dashboards and reporting platforms
• Work collaboratively across other business units (Sales, Marketing, Product, Operations, etc)
• Perform additional duties as needed
• Stay knowledgeable on all product offerings and enhancements
• Develop and maintain exceptional customer service experience
• Set clear goals and objectives with clients and deploy effective strategies
• Develop business reviews and provide recommendations to optimize performance

Requirements

• Experience in Brand Management, Agency and/or Digital Strategies
• Customer service orientation
• 3-5 Years Experience in Client Success, Marketing, Media
• Excellent knowledge of management methods and techniques
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Working knowledge of customer service software, databases and tools
• Strong knowledge of the Consumer Packaged Goods (CPG) industry and the latest technology trends and applications within CPG
• BS degree in Business Administration or related field
• Proven working experience as an Account Manager/Client Success
• Ability to think strategically and to lead
• Experience in CPG industry
• Proficiency in English

Benefits

• Wellness Resources
• Life Insurance (Basic, Voluntary & AD&D)
• Family Leave (Maternity, Paternity)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Long-Term Disability
• Short- Term Disability
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, Profit Sharing)