Client Operations, Sr 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

• Monitor adoption rates and remain well informed of clients’ needs and best practices
• Drive teams to meet SLE’s and adjust teams and client expectations as necessary
• Use of a proactive support model that focuses on identifying and maximizing our client’s success
• Recommend and implement process improvements relative to core responsibilities
• Collaborate with the Client Operations team to identify and implement enhancements to existing internal Client Operations processes and procedures
• Tier 1&2 support of client issues, utilize internal teams to meet client SLEs
• Champion client satisfaction and our clients’ successful use of SmartCommerce services
• Resolve client issues to business SLEs – individually or working with other technical members of the team
• Serve as the escalation point for all client issues
• Work with cross-functional teams to resolve client issues quickly and efficiently
• Communicate with clients to gain understanding of business activities and client satisfaction influencers
• Evaluate and seek to understand the client satisfaction influencers and to deliver a superior client experience
• Focus on 100% client satisfaction, support, and retention

Requirements

• Above average Excel skills - vLookups & pivot tables, etc.
• Demonstrated understanding of ecommerce technology and technical terms
• Working knowledge of HTML, XML, JS, CSS
• Proven strong analytical skills and a passion for understanding the “Why”
• 5+ years of related professional experience in technical implementations and/or client support
• Demonstrated aptitude for learning and assimilating new information quickly
• Strong communication skills, strategic thinking, and technical abilities
• A bachelor’s degree along with prior work-related experience or equivalent
• Demonstrated ability to effectively manage multiple projects, including developing objectives, prioritizing responsibilities, delegating tasks, executing deliverables, and tracking and measuring projects to successful completion

Benefits

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