Senior Client Success Manager for E-commerce
2 weeks ago
About Gorgias
Gorgias is at the forefront of enhancing customer experience for e-commerce brands through innovative AI solutions. We proudly serve over 15,000 merchants globally, ranging from small boutiques to major online retailers. Our platform stands out with the highest number of integrations available on Shopify, enabling swift setup without complex onboarding processes. Gorgias provides a comprehensive solution for managing customer support across all channels, allowing brands to automate a significant portion of their support tasks and focus on meaningful interactions that drive sales.
Role Overview
As a Senior Client Success Manager, you will be instrumental in guiding our top-tier merchants through their journey with Gorgias. Your expertise will empower leading e-commerce brands to deliver exceptional support using our advanced helpdesk solutions and automation tools.
Key Responsibilities
- Oversee a portfolio of high-profile e-commerce clients, managing a substantial business segment.
- Establish and nurture strong client relationships to minimize churn and enhance retention.
- Collaborate closely with customers' technical and executive teams to understand their business goals and implement strategic initiatives.
- Utilize your knowledge of the Gorgias platform and industry best practices to eliminate obstacles and mobilize resources for customer success.
- Engage with clients through regular interactions, including user training, strategic assessments, and performance reviews.
- Proactively analyze product usage data to identify risks, boost adoption, and reduce churn.
- Work alongside cross-functional teams to ensure the overall success of the platform for our clients.
- Strengthen customer loyalty through regular visits and participation in industry events.
We seek candidates with extensive experience in e-commerce and customer support, ideally located in the Los Angeles area.
Qualifications
- Minimum of 7 years in customer success, strategic account management, or consulting roles, with a strong background in SaaS.
- Demonstrated success in driving growth and reducing churn for portfolios exceeding $5 million in annual recurring revenue.
- Proficient in engaging with diverse customer stakeholders.
- Outstanding communication and interpersonal skills, with a keen attention to detail.
- Adept at handling technical challenges independently.
- Highly organized and capable of managing multiple priorities effectively.
- Thrives in a fast-paced, dynamic environment, demonstrating self-motivation and adaptability.
- Committed to building and maintaining strong customer relationships.
- Dedicated to continuous personal and professional growth.
- Exhibits diplomacy and composure in high-pressure situations.
- Generous vacation policy.
- Paid sick leave and parental leave.
- Monthly lunch stipend.
- Comprehensive health insurance coverage.
- Retirement plan contributions.
- Workstation setup allowance for remote work.
- Annual budget for learning materials and wellness support.
- Quarterly company-wide summits and annual retreats.
Gorgias is an equal opportunity employer, committed to fostering an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and abilities.
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