Customer Success Manager
Location
Remote
Level
Senior
Department
Support
Type
Full - Time
Salary
Job Description
Posted on:
December 4, 2023
As a Customer Success Manager you represent Bluecore by supporting, strategizing and executing with sophisticated Enterprise e-commerce marketing teams. You are accountable for the customer’s overall success with Bluecore, including adoption of Bluecore solutions, maintaining overall customer health, experience, and satisfaction, and having a strong focus on the customer retention. The ideal candidate is a customer-centric analytical problem solver who loves finding opportunities for our partners and is inventive & tenacious in efforts to bring those to life. You will play a meaningful role in driving value and long-term partnerships with Bluecore by helping to make our clients heros within their organization!
Responsibilities
- Drive performance marketing for our retail e-commerce customers through understanding their business needs, mapping goals, and executing on marketing strategy through the use of Bluecore’s platform
- Proficient in implementing and managing Matech SaaS solutions for multi-level customer environment
- Deep understanding of email marketing, SMS marketing, digital marketing operations, ESP platforms, data analytics, business intelligence, CRM and database integrations
- Manage customer experience through effective communication, maintaining customers overall health, and having a strong focus on growth and performance to ensure retention
- Utilize your knowledge of the customers marketing initiatives, segments, marketing stack, and technical capabilities to optimize their use of our solutions in a way that builds our strategic impact and drives deeper product utilization.
- Partner with Services, Product, Sales and other internal teams to identify and prioritize new capabilities that could add value for the customer and collaborate on launching new offerings.
- Present data driven recommendations, content and audience recommendations, and program expansions to customers by leveraging your analytical skills and retail e-commerce industry knowledge
- Apply strong program management rigor; able to multitask, effectively prioritize issues/escalations, and manage multiple customer initiatives simultaneously.
Job Requirements
- BA/BS degree and 4 + years of relevant experience working with or adjacent to marketing strategy that drives growth for a retail e-commerce company
- Brand-side retail experience or digital marketing experience for retail customers required
- Customer success, account management or related experience in a fast paced, innovative SaaS technology company a plus
- Experience and domain knowledge in digital marketing solutions, online consumer analytics (e.g., analysis of online transactions, avg. order value, conversion rates) and Web-based reporting (e.g., MS Access, Cognos, Crystal Reports) strongly preferred.
- Willingness to travel to customers at least 20% of the time
- Self starter, who enjoys working with a team and managing multiple priorities in a fast paced environment
