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Client Success Strategist

2 months ago

Milwaukee, Wisconsin, United States Amla Commerce Full time


Amla Commerce is a worldwide software enterprise driven by the conviction that ecommerce solutions should foster sustainable development.

Amla offers two primary products: Artifi and Znode. Artifi serves as a platform for ecommerce product customization, enabling consumers to personalize, modify, and configure their purchases.

Znode is an advanced, B2B ecommerce platform equipped with a comprehensive array of built-in functionalities for effective management of content, site search, product information, and multi-store operations.

At Amla, we are dedicated to creating something exceptional. We develop outstanding ecommerce software while cultivating an environment where individuals can truly be themselves. Our team is passionate about our work, yet we also appreciate humor and camaraderie along the journey.

Our teams confront intricate challenges collaboratively to devise innovative solutions, celebrating every achievement, no matter how small.

If you are eager to embrace opportunities that will advance your career while joining a team that feels like family, Amla is eager to welcome you.

JOB SUMMARY Amla Commerce is in search of a committed Client Success Strategist (CSS) who possesses a strategic outlook and a customer-centric approach to become part of our vibrant team.

This position is crucial in guaranteeing that our clients maximize the potential of our SaaS solutions through tailored onboarding, strategic account oversight, and ongoing engagement.

The CSS acts as a trusted consultant for our clients and an authority on our offerings and technology.

The CSS will advocate for the customer within the organization by collaborating with the product team and other departments to provide use cases and suggestions for product and process enhancements.

The ideal candidate will have a minimum of 5 years of experience in customer success or account management, ideally within the ecommerce SaaS sector, and possess a profound understanding of the ecommerce landscape, digital application ecosystem, and the intricacies of manufacturing and distribution business models.


KEY RESPONSIBILITIES
Leadership in Customer Implementation:

Collaborate with the launch and partner teams during the onboarding process to ensure the product is optimally configured for success, providing expert-level consulting for business solutions.


Product Expertise:
Serve as a product authority and maintain up-to-date functional and technical knowledge of our offerings.

Account Management:
Oversee a portfolio of client accounts in collaboration with the Account Management and Product Support teams. Foster long-term relationships grounded in trust and mutual success.

Customer Advocacy:
Represent the voice of the customer and work with product teams to provide insights on product roadmaps. Engage with the product team to facilitate customer feedback and define effective product features.

Industry Knowledge:
Exhibit a robust understanding of manufacturing and distribution business models, the ecommerce landscape, and the digital application ecosystem. Proactively address and anticipate customer needs.

Customer Retention and Expansion:
Focus on customer retention by leveraging business insights to identify customer challenges and propose effective solutions. Collaborate closely with clients to comprehend their business objectives and align our software with their success.

Success Planning and Execution:

Formulate success plans for clients that delineate critical success factors, potential challenges, and actionable steps for achieving their goals with our platform.


Performance Analysis and Feedback Loop:

Utilize data analytics to monitor customer health indicators, report on performance, and provide strategic recommendations to enhance customer satisfaction and loyalty.


Business Insight and Strategy:

Utilize your understanding of ecommerce and related technologies to offer strategic counsel, assisting clients in navigating challenges and seizing growth opportunities.

Aid clients in demonstrating product value within their organization by developing models and use cases.

Team Collaboration & Development:

Contribute to the growth and development of the Customer Success team by mentoring fellow CSSs through shared experiences and insights.

MUST-HAVES FOR THIS ROLE:

Proven Experience:
A minimum of 5 years in a customer success or relevant role, with a strong emphasis on ecommerce SaaS platforms.

Ecommerce and Technology Knowledge:
Comprehensive understanding of the ecommerce landscape, digital application ecosystem, and familiarity with manufacturing and distribution models.

Strategic Problem-Solving Skills:
Capability to identify customer challenges, analyze pain points, and devise effective solutions.

Customer-Centric Approach:
A dedication to delivering outstanding customer experiences, nurturing relationships, and promoting customer loyalty and retention.

Adaptability and Resilience:
The ability to adjust to shifting priorities and customer requirements, maintaining a proactive and positive demeanor under pressure.

Communication and Relationship Building:

Exceptional interpersonal and communication skills (both written and verbal), with the ability to engage and influence decisions at all customer levels.

Nice-to-Haves:

Industry Connections:
An established network within the ecommerce sector, enhancing the understanding of customer challenges and trends.

Technical Proficiency:
Comfort discussing technical aspects of ecommerce platforms and integrations, facilitating deeper customer engagement.