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Client Success Manager

Our need:

The Client Success Manager is responsible for day-to-day client relationships.

Company overview:

Blue Acorn maximizes online revenues for leading B2C and B2B brands. We develop and optimize eCommerce sites with solutions that are tailored to deliver results. We specialize in change; whether it is a radical website change or incremental improvements. For all onsite needs, our integrated team of designers, developers, and optimizers work together to deliver engaging shopping experiences for our clients.

We're passionate about technical excellence and pushing the boundaries of our platforms. We also share an unfaltering desire to learn and help others. If this sounds like you too, come join us and become an industry leader in the eCommerce space!

Responsibilities and duties:
The Client Success Manager is responsible for maintaining day-to-day client relationships. They price and submit requests to the project manager, handle disputes, validate requests, and ensure that deliverables meet expectations. They constantly look for new ways to improve our services, drive core KPIs, and provide business value for their clients. In short, they obsess over a client’s business and do all they can to find solutions that accomplish key objectives and grow business.

  • Selling, planning, shaping, developing, and transitioning high-quality work
  • Partner with Sales to close deals
  • Guide client through agency orientation
  • Generate new business with existing clients
  • Ensure MSA is valid and up-to-date
  • Ensure client’s business objectives and KPIs are captured, understood, and measurable
  • Facilitate conversation with client through email, phone, or onsite visit
  • Submit new requests to Project Manager through project management system for task conversion
  • Handle any financial, delivery, or personnel disputes with clients
  • Ensure deliverables meet client’s expectations
  • Communicate with Project Manager on any priority changes
  • Communicate with eCommerce Strategist on any client requested change orders
  • May travel 10-20% of the time

Skills you have or things you have done:

  • Minimum 2+ years relevant experience
  • Bachelor's degree
  • Ability to translate between technical and non-technical people
  • Experience managing the client lifecycle, with the goal of improving business relationships, assisting in client retention, and driving sales growth
  • Demonstrated leadership, relationship-building, teamwork, and collaboration skills
  • Cross-functional team and people management
  • Budget and financial management including profit/loss, billing, and earned value management
  • Full life-cycle technology delivery experience (including planning, shaping, developing, and transitioning)
  • Ability to manage and prioritize multiple projects
  • Ability to identify innovative ways to implement projects within established timeframes
  • Strong communication skills (written, verbal, presentation)
  • Conflict resolution and negotiation abilities

What will impress us:

  • Experience working at a professional services company such as an agency or consulting firm
  • Experience managing clients in web development projects
  • Experience working in the eCommerce industry
  • Experience with Magento and Salesforce Commerce Cloud platforms

 

Looking for flexibility, work/life balance, great benefits, supportive team, and a chance to improve yourself everyday? Like the sound of building solutions for clients like YETI, Rebecca Minkoff, Everlast, Ticketmaster and Le Creuset? Want to work in a modern office in a historical city, just minutes from the beach?

We focus on happy clients and happy employees

 

 

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