Senior Client Success Manager

Dropit is a pioneering omnichannel retail technology company that unifies brands' physical and online inventory. Founded in 2016, Dropit operates in the US, UK, Canada and Europe, allowing brands to sell in-store inventory online, transform physical locations into last-mile distribution points and source orders to locations closest to the customer, thereby reducing the environmental impact of the retail industry.

We are a fast growing start-up building our Client Success and Account Management team here in Austin, TX. The Senior Client Success Manager we hire will be an integral part of our team, and will ideally have leadership aspirations in mind for their future. While hands-on account management will be the initial focus of this position, we're looking for someone interested in growing their career as we grow our business. In collaboration with our CRO you'll have the opportunity to drive customer engagement and satisfaction to new heights, define revenue growth and retention strategies, and help us build a world class SaaS Client Success team from the ground up. Ultimately, you'll lead the way to success for Dropit customers as we deliver services to support their eCommerce and brick & mortar stores, add efficiency to their fulfillment operations, and enhance the shopping experience for consumers in-store and online in new and innovative ways.

In This Role You Will

• Provide general training, platform navigation, and program support to all client
• Analyze data, build slides/reports, and deliver impactful QBRs, training, and other client-facing presentations as needed
• Develop customer loyalty by establishing yourself as a strategic and reliable partner
• Proactively partner with our Sales team to identify upsell opportunities and increase revenue
• Develop case studies and success stories our Marketing and Sales teams can share with prospective clients
• Foster a customer-centric team environment through mutual accountability
• Build strong relationships with new and existing Dropit clients
• Recognize at risk accounts and proactively engage to prevent churn
• Ensure Dropit clients enjoy fast time-to-value and clearly see ROI generated by our solutions
• Look for opportunities to maximize engagement and enable early success with our products
• Monitor client engagement and work to maintain regular product usage
• Champion each client and work diligently on their behalf to provide ongoing support as questions emerge and issues arise
• Be the driving force behind client strategy through active listening, in-depth knowledge and understanding of each account, well-organized and meaningful outreach, surfacing insights, making suggestions, and ultimately forging genuine partnerships with our customers
• Keep a "high-level view" of the entire support process with continuous improvement in mind
• Onboard new customers quickly and efficiently

Skills And Experience Necessary For Success

• Proven ability to cultivate business relationships through excellent communication skills
• Excellent problem-solving skills and a passion for exceeding client expectations
• Years experience in Client Success or Account Management (SaaS and/or eCommerce preferred)
• Able to effectively manage and navigate multiple complex and strategic projects concurrently
• 5
• Technical skills required to navigate the use of our platform, tools, applications, and systems
• Comfortable offering feedback and suggestions senior leaders both internally and externally
• Experience working with retail brands a plus

Why Dropit?

• Paid vacation time
• Extensive benefits package (full-time employees only)
• Competitive compensation
• Paid holidays and sick leave
• Friendly and supportive work environment

Equal Opportunities

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our values. Our goal is to ensure that Dropit upholds an inclusive environment where all people feel that they are equally respected and valued. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, and disability.