Merchant Customer Success Manager

4 weeks ago

Miami, Florida, United States Fulfil Full time

In the Merchant Customer Success Manager role at Fulfil, you will work with our merchants to help them run their e-commerce business. You will serve as the trusted point of contact for a set of accounts, starting at the point of sale and through their entire journey with Fulfil.

You will help them with product adoption as well as getting the best value out of our solution.

To help our merchants achieve their outcomes, Customer Success Managers need to have a strong understanding of the Domain and Product.

The Domain we play in includes E-commerce, retail, online marketplaces like Amazon and platforms like Shopify which is what most of our merchants use to run their business. Having great Product knowledge is also key so candidates who have worked with ERPs or other adjacent technologies tend to have a lower learning curve.

Communication and Stakeholder Management are essential to any customer-facing role so these are the four pillars that make up the core competencies of account management at Fulfil.

To achieve the optimal customer outcome, you'll work closely across Fulfil's implementation, product, and support teams. Part project manager, consultant, product expert, and account manager, you will be continually focused on helping our merchants build efficient businesses at scale.

Fulfilians tend to be a heterogeneous bunch, with different personalities, hobbies and interests but if there is one characteristic we look for in all of our hires it is curiosity. The people who want to learn and learn fast tend to do well here.

What You'll Do:

  • Be the face of Fulfil to our merchants, owning a set of accounts that you will be responsible for increasing product utilization on
  • Develop executive-level presentations that distil complex ERP concepts into easy-to-digestible content that can be communicated across the enterprise through Quarterly or Semi-Annual Business Reviews
  • Empathize with every aspect of the merchant experience, putting their needs first while appropriately setting expectations in all situations (i.e. adoption of a module, seasonal planning, escalations, beta feature adoption etc)
  • Guide and coach merchants along with Fulfil's Customer Support team to ensure a delightful end-user experience
  • Work closely with the implementation team to ensure a seamless transition for new merchants as they go live on Fulfil through their fine-tuning period
  • Drive long-term product utilization and economic ROI on Fulfil
  • Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient
  • Maintain high levels of customer engagement and satisfaction with a focus on customer dedication, partnership and loyalty
We're Looking for Someone With:
  • Relevant work experience in a customer-facing customer success or account management position; ideally enterprise B2B SaaS sales (5-6 Figure Contracts)
  • Domain knowledge with hands-on familiarity with ERP, WMS, or other relevant tools (inventory management, planning, procurement, shipping, etc.) is a bonus
  • A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days
  • Ability to communicate in a clear, concise, and professional manner (written and verbal)
  • The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion
  • Experience in using Salesforce
  • The ability to Travel to customer sites in North America 20% with limited notice
Nice to Haves:
  • Experience with e-commerce technologies like Amazon or Shopify Plus or other supply chain SaaS
  • We have a Miami office, so hybrid work option is available to those applying from Miami
About Us:

Fulfil helps high-growth, high-volume merchants simplify operations and scale for growth. With the rise in omnichannel commerce, Fulfil was founded with the simple idea that merchant operations need to be simplified in order to deliver amazing retail experiences. Fulfil enables businesses to turn their back office operations into an accelerator for growth by integrating order management, inventory management, warehouse management, vendor/supplier management, wholesale, manufacturing, financials, and customer service, into one seamless solution. We believe merchants should love their operations platform, and we work hard to make that happen every single day. Fulfil.io is a trusted solution for brands like EndySleep, Mejuri, Lie-Nielson Toolworks, and many more.

Fulfil is a technology company with offices in Toronto, Miami and Bangalore. The team is made up of people who want to feel challenged at work, be the best at their craft, and learn from one another. We come from different backgrounds and experiences, all passionate about the work we do, the team we do it with, and the customers we do it for. Join us in our journey to simplify operations and empower merchants around the world

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