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Associate Director of Customer Strategy

1 month ago

Seattle, Washington, United States Stackline Full time
About the Role

We are seeking a highly skilled Associate Director of Customer Strategy to join our team at Stackline. As a key member of our Customer Strategy team, you will be responsible for developing and executing strategies to drive customer success and growth.

Key Responsibilities
  • Develop trusted relationships with client executives to ensure strategic alignment across internal and external stakeholders.
  • Own customer retention for your business, proactively managing renewal risk.
  • Evangelize Stackline solutions by mastering our product portfolio and identifying upsell and product extension opportunities.
  • Understand customers' e-commerce goals, proficiencies, and shortcomings to position Stackline's products and services to address their needs.
  • Partner with our clients to ensure value realization from Stackline insights to ensure they are achieving their business objectives.
  • Gather valuable feedback from clients and act as a voice of the customer internally.
  • Contribute to a positive working environment by training and mentoring CS team members and guiding strategic internal initiatives.
  • Act as a resource and subject matter expert for team members, providing guidance on client success strategy and operations.
  • Might lead and manage a small team, providing guidance, mentorship, and support to team members.
Requirements
  • Bachelor's degree in a relevant field.
  • 6+ years of experience with a focus on client engagement at a SaaS company, agency, consumer brand, or retailer.
  • 4+ years of experience working in eCommerce (ideally at a brand, manufacturer, or retailer).
  • 2+ years of people leadership experience.
  • Proven experience in crafting stories and narratives through compelling data insights and thoughtful leadership content.
  • Passion for SaaS, technology, eCommerce, and customer service.
  • High energy with the ability to successfully drive projects with minimal guidance.
  • Positive attitude and strong collaborator in a fast-paced environment with organizational skills to effectively manage multiple projects.
  • Passion for rolling up the sleeves and diving in both tactically and strategically.
  • Strong analytical skills with demonstratable experience using frameworks, data, and analytical tools to help structure the team's thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.
  • Ability to work in a fast-paced environment while maintaining focus on primary goals.
  • Experience selling/owning renewal and expansion conversations.
  • Ability to think big, solve problems, and are detail oriented.
  • Proficient in Microsoft Outlook, Excel, and PowerPoint.
Bonus Points If You Have
  • MBA degree.
  • A background with traditional and digital marketing, buying, and measurement.
  • Experience working in a startup, retail, digital advertising, or eCommerce environment.
Benefits and Perks

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. We encourage applicants from all backgrounds to apply.

All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.