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Client Success Manager

Company overview

Come to work at one of the most recognized eCommerce agencies in North America. Our team designs, implements and optimizes eCommerce experiences for brands such as Metallica, Le Creuset, TOPPS and Ticketmaster. We're an award winning eCommerce agency specializing in Salesforce Commerce Cloud and Magento implementations and custom development. If you’re looking for your next challenge, take a look at the job posting below!

Our need

The Client Success Manager is responsible for day-to-day client relationships. They work hand in hand with the client to provide estimates for custom development, 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 our client's business as well as our own.

Responsibilities and duties

  • 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 client’s business objectives and KPIs are captured, understood, and measurable
  • Proactively communicate with the clients under your management
  • Submit new requests to project management for planning and scheduling
  • Handle any financial, delivery, or personnel disputes with clients
  • Ensure deliverables meet client’s expectations
  • Communicate with project management on any priority changes
  • Communicate with eCommerce Strategist on any client requested change orders
  • Requires 15-25% travel depending on projects in flight

Qualifications and skills

  • Minimum 3+ years relevant experience including experience with Salesforce Commerce Cloud and Magento 2
  • Bachelor's degree
  • Ability to translate requirements between technical and non-technical resources
  • 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
  • Budget and financial management including profit/loss, billing, and earned value management
  • Full life-cycle technology delivery experience from sales through delivery and maintenance
  • 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 eCommerce 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





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