Customer Success Manager - SFP

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Job Description # Customer Success Manager - SFP
* Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for
** Customer Success Managers
** with experience with
**** Saas, experience working with business development
**** and relevant industry experience.
*** Office

Location:

** 100% remote (within Canada)
* Account Planning and Execution.
* Utilize one-to-many strategies to drive feature adoption within your retailer portfolio.
* Understand retailer needs and identify opportunities for improvement.
* For each retailer in your portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how our Enterprise offerings play a role in those initiatives.
* Build and maintain strong relationships across multiple internal and external client stakeholders, in partnership with the Business Development team.
* Advise Business Development and internal leadership team on up-sell opportunities.
* Analytical Support
* Monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how our product is performing for retailers.
* Product Knowledge
* Become a subject matter expert (SME) on the retailer-facing suite of products and be proactive in how clients can leverage it to grow their business.
* Provide expert consultation to clients leveraging your knowledge of the Enterprise.
* solution set including:
* Development of collateral and training materials to support education of new feature releases.
* Delivery of best practices to drive feature adoption and ecommerce growth.
* Sales* Work cross-functionally with Product, Technical delivery, Business Development and Sales teams to drive retailer success plans and upsell/cross-sell opportunities.
* 5+ years previous Customer Success or other relevant experience
* Experience owning a portfolio of 3-4+ retailers.
* Prior experience should focus on enterprise and / or SaaS.
* Strong project/program management skills
* Technical acumen to allow effective articulation of Our Client's Enterprise capabilities & offerings highly preferred.
* Excellent communication skills with the ability to distill complex issues.
* Comfort with large data sets and ability to extract business insights from analysis.
* Comfort with ambiguity and a rapidly evolving business landscape
* Solid stakeholder management skills, both for internal and external stakeholders
* Quick communication response times
* Ability to manage across functions and present to leadership.
* Creative problem-solver
* Positive, energetic, and influential relationship builder
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