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Customer Success Manager, Commerce

4 months ago

Manchester, United States Sitecore Full time

About Us:

Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the worlds smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, LOral, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.

Sitecores foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values are what drive and unite us across the globe.

About the Role/ The Opportunity:

We are on a journey to transform Customer Success at Sitecore as we scale our SaaS team to meet the growing demand for our composable products. As a Customer Success Manager (CSM), you will play a pivotal role in ensuring the success and satisfaction of our valued customers. You will be responsible for cultivating and maintaining strong, long-lasting customer relationships, driving deep product adoption, advocating for the customer across the business, and uncovering expansion opportunities within your accounts. Taking primary responsibility of an account post-sale, the objective of this role is to drive a strategic plan across your customers to maximize the retention (renewals) and expansion (upsells/cross-sells) of your portfolio. You will leverage tools like success plans and value frameworks to demonstrate and maximize the value a customer is receiving from Sitecore solutions. This role involves strategic planning, proactive communication, negotiating and problem-solving to drive customer success.

What Youll Do:

Empower Sitecores largest enterprise customers to improve their digital experience and achieve business objectives with Sitecore through a solution-based approach.
Drive adoption, improve customer health, increase renewal rates, cultivate Sitecore advocates and uncover expansion opportunities.
Conduct regular reviews and proactively monitor customers eCommerce site
Ensure that customers move positively through the customer lifecycle and receive the support they need to achieve their marketing objectives
Provide education/training on Sitecore Discover merchandising console to customers and also provide latest product updates
Team up with customers partners and other team members (technical and marketing consulting/ sales executives /product engineering services/customer support) to be sure mutual objectives are met in support of client satisfaction
Guide customer success through a thorough understanding of customers marketing maturity, business priorities, and success metrics and evangelize the Sitecore vision and product roadmap

What You Need to Succeed:

At least three years of experience in a client-facing role where you excelled to build customer relationships, and managed technical projects in a high growth SaaS, or managed services company
At least two years of eCommerce reporting experience using Google Analytics, Omniture, Coremetrics
Solid understanding of eCommerce merchandising and promotional practices
Passionate, knowledgeable, and experienced with digital marketing technologies/content management systems
Knowledge of the eCommerce market and/or experience with online brands and retailers

Additional Skills That Could Set You Apart:

Knowledge of consumer analysis, predictive analytics or business intelligence solutions a strong plus
Exposure to Salesforce and/or other CRM tools is a plus
Skilled at program management within large organizations, helping to effectively inspire, and evangelize change across groups by engaging key partners
Demonstrated ability to deal with change and excel in high-stress situations
Bachelors Degree and/or relevant work experience

Why you should click Apply

Sales and Customer Success are the key to our success We are tapping into an exciting $30B market opportunity that is still very much in its infancy and feel Its never been a better time to join Sitecore as we look to grow by 30% YoY. Growth for us means growth for you and your career.

Great team and company culture You can find out more about our company culture in the Sales and Customer Success team and our commitment to creating a diverse and inclusive workplace, on our YouTube Channel. Thanks to the work of every employee globally, Sitecore has been recognized for award-winning Culture by Comparably.

After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, colour, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.

Nathan Avery
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