Solid Commerce: Customer Success Manager

Headquarters: Los Angeles


Customer Success Manager (Growth Advisor)
Our Services & Support Culture:
  • We are a team of dedicated, creative, and highly collaborative innovators who prize integrity, courage, and enthusiasm
  • Every member of our Services & Support team is a key player, and every customer’s success is our goal
  • We believe in nurturing team members and encouraging them to grow their skills, talents, and careers
  • We love people who share their ideas, and who are open to suggestions/feedback. We are always learning from one another and are looking for someone who appreciates this dynamic.
What You’ll Do:
  • Nurture and develop strong relationships with customers through ongoing and proactive communication, ensuring customer satisfaction and retention rates
  • Onboard merchants to the platform and provide orientation to multi-channel marketplace selling
  • Provide guidance on best practices while selling on e-commerce marketplaces selling best practices
  • Understand client’s key goals and objectives, manage expectations and drive strategic goal alignment
  • Develop a deep understanding of all products and ensure that accounts are utilizing all the appropriate features
  • Keep up to date with market changes and product developments, communicate the impact on customer’s businesses and recommend action plans
  • Provide the customer with an understanding of the resources available to help them achieve their sales goals
  • Act as the customer advocate by assisting issue resolution and driving escalations as necessary
  • Effectively work alongside other departments – including sales, product, and support – to ensure client success and that all work is carried out in a timely and accurate manner
  • Capture client feedback and be the voice of the customer internally to impact processes and product development
  • Be an agent of change by sharing your knowledge, tools, and techniques with the team
Skills & Requirements:
  • Technical Account Management Experience is key
  • Previous experience in retail, online retail or marketplace (Amazon, eBay, etc.) selling
  • Experience delivering and supporting a SaaS solution is strongly preferred
  • Ability to quickly learn new technologies and processes
  • Excellent client-facing and internal communication skills
  • Excellent written and verbal communication skills
  • A strong customer service orientation and the ability to form long-term customer relationships
  • Proficiency using Excel and MS Office applications
  • Solid organizational skills including attention to detail and the ability to manage multiple concurrent projects
  • Self-starting attitude and passion for succeeding, while also being a team player and role model to other team members
  • 1-2 years of relevant work experience
Nice to Have:
  •  Associates Degree (A.A.) / Bachelor’s Degree (B.A.) 
  • Ability to manage and shift priorities quickly and effectively when needed
  • Ability to work under pressure to deliver high-quality deliverables
  • Experience with CRM
  • Hunger for continued learning

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