Customer Experience Manager

Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers connect and simplify their operations, keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.

Cin7 is expanding very quickly with a mission to empower product sellers to thrive by making selling as easy as buying. We are committed to this mission to become the leading Inventory Management Software brand in the world.

Serving over 8,000 customers globally, processing more than 125 million orders per year, and supporting over $35B of Gross Merchandise Value, Cin7 has been rated best overall in inventory management software in 2024 by Forbes Advisor.

How you'll make an impact:

As a Customer Experience Manager at Cin7, you'll spearhead the analysis and optimization of the entire customer experience across all touchpoints. Working closely with diverse teams, you'll craft a seamless customer journey that boosts loyalty and retention while focusing on revenue growth through upselling. This unique SaaS role requires expertise in pre-sales, post-sales, upselling, and customer experience, combined with a genuine passion for these areas. You'll dive deep into analyzing customer behaviors and workflows, implementing actionable changes to align with our customer profiles and enhance revenue streams. At Cin7, you'll be instrumental in creating an exceptional buyer journey that elevates both the customer experience and our revenue growth.

If you always STRIVE to be your best, you're PASSIONATE, you love to INNOVATE and COLLABORATE, and you have a strong sense of INTEGRITY, you may be ready to put our company values into practice

Does this sound interesting?

If so, here's what you'll do in this role:

• Dive into the current B2B SaaS buyer journey to comprehend touchpoints, pain points, and opportunities for enhancement. Simultaneously, outline the stages, actions, and interactions required for acquiring clients, while focusing on how upselling strategies can drive revenue growth post-sale.
• Utilize data mining techniques, analysis tools, and key metrics to gather actionable insights from customer interactions and behaviors during the post-sale phase of the buyer journey, driving strategic initiatives to enhance engagement and conversion across multi-channel campaigns.
• Continuously monitor and evaluate engagement rates, response rates, and conversion metrics across the buyer journey architecture to assess the effectiveness of cadence strategies.
• Lead the in-depth analysis of data and metrics to identify trends, opportunities, and areas for improvement, providing actionable insights and recommendations to enhance the overall customer experience and drive revenue growth through the implementation of optimization strategies.
• Document processes, methodologies, and findings related to buyer journey optimization.
• Uphold a customer-centric approach throughout the optimization process, prioritizing the needs and preferences of customers at every stage of the journey.
• Conduct A/B testing of different email elements (subject lines, call-to-action buttons, etc.) to improve engagement and conversion rates.
• Design and implement tailored cadence strategies leveraging multiple communication channels across various customer segments, industries, and sales scenarios.
• Collaborate closely with cross-functional teams to comprehensively assess sales enablement requirements, identify training needs, and strategically organize existing content for optimal delivery throughout the customer's buyer journey.

Here's what you'll bring with you:

• Bachelor's Degree, Diploma, or equivalent, along with 2 to 4 years of hands-on experience in B2B SMB SaaS sales, customer success, sales operations, enablement, or a combination of these areas.
• Proficiency in understanding and optimizing SaaS workflows and buyer journey concepts.
• Expertise in developing tailored cadence strategies for Cin7's ideal customer profiles and sales scenarios, using innovative engagement techniques and effective messaging, while providing insights into industry trends, customer preferences, and differentiation opportunities within the customer journey.
• Ability to collaborate with sales leadership to develop and execute strategies aligned with company objectives, leveraging advanced analytics to track metrics and KPIs for assessing revenue growth, monitoring customer engagement, and identifying trends and areas for improvement.
• Experience with A/B testing, experimentation, and optimization methodologies.
• Proficiency in Salesforce, Gong, Salesloft, HubSpot, and project management tools such as Miro and Asana.
• Take a hands-on approach, actively engaging in frontline work to drive results, without expecting others to do it or delegating tasks.
• Comfortable working with multiple remote teams, willing to work in a hybrid environment
• Excellent analytical skills and proficiency in leveraging data.
• Creative problem-solving abilities and a proactive, results-oriented mindset.
• Strong cross-functional communication and collaboration skills, with the ability to influence and collaborate effectively across departments.
• Ability to present complex information in a clear and concise manner.
• Thrives in fast paced growth environments, prioritizing agility, and willingness to act.

It's a bonus for us if you bring:

• Proficiency in conducting comprehensive competitive analysis and benchmarking within SaaS solutions for inventory management.
• Mastery in both post-sales and pre-sales roles.
• Experience in leading BDR or SDR teams would be an advantageous asset.
• Work collaboratively with the Marketing, Sales, and Product teams to ensure a cohesive and effective go-to-market strategy.

In return, we offer:

• Competitive benefits, including medical, dental, vision, and 401k.
• A flexible PTO policy, allowing you the time you need to recharge.
• A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
• A diverse team, where everyone helps each other and inclusion is a core value.
• Frequent company sponsored events so you can get to know your coworkers.

Why CIN7?

CIN7 is a leader in one of the most exciting software verticals right now, and we're growing exponentially. We're looking to add people to our team who are passionate about working with a fast growth tech company.

At CIN7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. CIN7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.

We value diversity at Cin7, and bring people into the heart of everything we do. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.