Customer Success Manager II, SMB

RevolutionParts is a pioneering force in the automotive eCommerce realm, seeking passionate individuals to join their team. As a Customer Success Manager, you will guide customers to success by implementing their e-commerce platform and fostering long-term relationships to enhance customer satisfaction and product adoption.

Responsibilities:

• Be the primary point of contact and build long-term relationships with customers in your book of business
• Help customers through email, phone, online presentations, screen-share, and in-person meetings
• Develop a trusted advisor relationship with assigned accounts, customer stakeholders, and executive sponsors
• Enact timely and successful recommendations to meet your customers' needs and objectives
• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Utilize tools to forecast and track assigned account metrics and health
• Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
• Monitor and analyze customer’s usage of our product
• Responsible for working with the Sales and Onboarding teams to integrate new clients and develop existing client relationships
• Liaise between the customer and all internal teams
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations

Requirements:

• At least 2 or 3 years of previous account management in a SaaS e-commerce technology company
• Knows about eCommerce industry updates before most people
• Has worked with eCommerce platforms like Shopify, WooCommerce, Magento, BigCommerce
• Strong verbal and written communication skills
• Great people skills and an outgoing personality
• Be a 'self-starter' and stay focused even when unsupervised
• Experience managing multiple projects for enterprise clients
• Knowledge of digital products including SEO, PPC, Google Adwords & Analytics experiences
• Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service