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Senior Enterprise Customer Success Manager
3 months ago
The Customer Success Management team is a critical growth engine for our clients. Through long-term relationship development and Bambuser-caliber service, we are dedicated to understanding the business goals and dreams of our clients and providing the best Bambuser Live Video Shopping solutions to drive business success. We are responsible for growing eCommerce business growth by educating, promoting solutions, and consulting with clients directly.
As a Senior Enterprise Customer Success Manager at Bambuser, you are responsible for creating and nurturing long-term relationships with our U.S. Enterprise clients. You will play an important role in helping them succeed in their live video shopping journey.
You will answer client queries and be client facing, meaning you will be Bambuser's face to clients. You will also help identify new business opportunities among existing clients. You are familiar with CRM systems, have a flair for client communication, and understand consumer behavior. You will become an expert in the Video Shopping sphere. You will collaborate with all cross-functional teams to help meet quotas while keeping our clients satisfied and engaged with our products and services long-term.
What you'll be doing
- Acting as an extension of your customer's business; offering your own insights and strategic recommendations based on extensive research into the customer's business, your knowledge of video ecommerce and quintessential ecommerce best practices, to ensure engagement within our platform.
- Discovering the challenges and business goals of your customers to build out a business plan, including goals, timelines, benchmarks, and measures of success.
- Preparing and delivering Inspiration Meetings and or Quarterly Business Reviews (QBRs) with customers based on the goals identified during the discovery.
- Presenting and providing training to clients to ensure they maximize all areas of the services available to hit those goals.
- Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met and relationships are nourished.
- Proactive relationship management, monitoring and reporting on the health and risk of assigned accounts using both qualitative and digital processes/tools to maximize revenue.
- Collaborating closely with the Sales team, both during the acquisition of new customers, renewal period and throughout their time with Bambuser.
- Maintaining a deep understanding of Bambuser's suite of products and capabilities.
- Acting as a "Player / Coach"; Using your diverse experience to help the whole Bambuser team develop the most effective processes and workflows for Onboarding, Customer Adoption, and Account Activation.
- Providing dedicated technical and product feedback support to clients.
- Assisting with challenging client requests or issue escalations as needed.
- Bachelor's degree or equivalent practical experience.
- 5+ years of experience in the SaaS and/or Ecommerce field with 3+ years of strategy experience.
- Experience supporting large client organizations and/or Enterprise accounts; identifying important stakeholders and managing relationships accordingly.
- Ability to thrive in a rapidly changing environment with excellent problem-solving, creative thinking, and analytical skills.
- Hands-on experience in building value-add strategic presentations and Quarterly Business Reviews for senior level stakeholders.
- Knowledge of Shopify, Salesforce, and other ecommerce platforms is preferred.
- Ability to identify customer goals and then demonstrate bespoke workflows for the customer to help them achieve these goals
- Solid understanding of Customer Success best practices and customer-oriented personality.
- Ability to learn software programs.
- Creative and analytical thinker with strong problem-solving skills
- Exceptional verbal and written communication skills with the ability to communicate effectively at all levels.
- Experience working in a Saas/retail/eCommerce company in a hyper-growth phase.
- Experience or exposure with streaming, social media strategies, marketing, and engagement is a plus.
The base salary range for this position is $100-140K, commensurate with experience.
This is Bambuser
Bambuser's Video Commerce technology drives customer engagement and sales for some of the world's largest brands and retailers. At the forefront of live streaming technology since 2007, Bambuser launched interactive eCommerce solutions in 2019 and quickly became the platform of choice for companies worldwide. Our team has established long-term partnerships and supported campaign activations for brands and retailers including Adidas, Hugo Boss, brands within the LVMH group, Clarins, Selfridges, Sonos, and many others.
Bambuser values diversity and is proud to be an equal opportunity employer, welcoming individuals from all backgrounds, regardless of where you come from or what you believe.
Department Revenue Locations New York Remote status Hybrid Remote
