Client Success Manager-Nj/Ny Candidates Only- (Salary $135-145K)

We are a rapidly growing organization in the Manhattan, NYC area. We are seeking to hire a Client Success Manager to join our progressive professionals. The ideal candidate will be responsible for but not limited to the following responsibilities:

You will be an integral part of the Client Services Management team, driving clients’ ongoing needs, conducting daily data analysis, and holding periodic strategic reviews.

You will be proactively uncovering areas for additional revenue growth, working cross-functionally to develop strategic roadmaps, and helping them make informed decisions regarding adopting different product offerings to expand and grow their global business. To facilitate this, you will work independently to analyze data and develop actionable insights and create presentations to recommend strategies for increasing your clients’ businesses.

Additionally, you will stay informed of the latest trends and technological advancements in the retail and eCommerce space, as well as cross-border trade and fulfilment.

Key Responsibilities

• Liaise with internal departments to ensure that any client issues are dealt with in a timely and efficient manner.
• Monitor and analyze client performance including forecasts, trends and KPIs, communicating the relevant impact to internal stakeholders.
• Manage the roadmap of strategic programs and improvement initiatives with the client.
• Develop and drive a growth-focused account strategy for clients in partnership with sales and other internal stakeholders.
• Become an expert on the client’s industry and business to ensure we are bringing to our clients the best solutions and programs to increase revenue.
• In partnership with the client and internal functions, drive account improvement initiatives in the areas of growth, innovation, service, profitability, and cost optimization.
• Own all strategic communication with the client, providing updates on SLA performance, key programs, and solution schedules.
• Partner with the relevant internal functional owners to ensure overall performance to client contract, SLAs, and business goals.
• Proactively support a portfolio of retail clients in all aspects of ’s partnership with them.
• Manage a portfolio of clients ensuring they consistently meet/exceed revenue and profit objectives.
• Run the monthly (MBR) or quarterly business review (QBR) process with the clients and internal stakeholders. Communicate the relevant impact to internal and external stakeholders; run detailed and actionable internal and external business reviews weekly, monthly, and quarterly to optimize performance.
• Be recognized by the client as the key point of contact and subject matter expert for all aspects of the solution, own client communications.
• Manage and cultivate client relationships at all levels that strengthen and broaden reach and coverage as measured by client satisfaction, net revenue expansion, and penetration of clients’ international ecommerce business.

Essential Experience

• Previous experience working as a client-facing client success or strategic relationship manager with demonstrated strong account management discipline, process development, issue resolution, and driving growth preferred.
• A Bachelor’s degree is required, Master’s degree a plus.
• Knowledge of ecommerce user experience best practices, data and analytics, and ecommerce operations.
• Experience leading strategic planning workshops with Clients to determine future road-map schedules for a breadth of client solutions.
• Strong business acumen and commercial skills, with demonstrated client contract management success.
• 3 - 6 years of relevant business or professional experience.
• In-depth knowledge of the B2C eCommerce industry within an on-line retail or brand environment preferred.

• Skills
• Strong Excel and ecommerce reporting and analysis skills to drive actionable insights and growth recommendations.
• Highly organized and detail-oriented
• Ability to thrive in a fast-paced environment and act with a sense of urgency in client issue resolution.
• Excellent written and oral communication skills
• A desire to keep informed of the latest trends and changes in the international and global ecommerce industry.
• Excellent relationship building and influencing skills, with both external and internal stakeholders.
• Proficiency in MS Office suite
• Strong PowerPoint and presentation skills
• Knowledge of and ability to learn online project management and issue tracking tools, reporting, and other workflow management systems.