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Customer Success Manager - Enterprise

Company: Tapcart
Location: Santa Monica
Posted on: September 12, 2020

Job Description:

Tapcart makes launching a mobile shopping app easy, fun and attainable for every brand.

The world of shopping will one day be powered entirely by mobile, made possible by our products, team and vision.

We are inspired by the future of mobile. We work to inspire that future.

As the market leader in mobile Ecommerce, we focus on providing great experiences for our customers and for mobile shoppers worldwide. Our platform powers the mobile apps of some of the largest shopping brands, including Fashion Nova, Chubbies, The Hundreds and many more.

Customer Success is as much about taking care of our customers as it is about our team members. If you’re feeling valued and supported then it’s very likely our customers are, too.

The selected candidate would be joining a collaborative and insightful team while reporting to the Head of Customer Success.

As an Enterprise Account Manager, you’ll be responsible for onboarding, setting expectations, and managing some of the world’s largest ecommerce brands. You’re proactive about regular check-ins, are able to identify areas to add value, strengthen the relationship, and be an ambassador for the Tapcart brand (in person, through email, and over the phone).

You’re on top of our client's concerns and, because you take ownership of your role, you already have a game plan for reaching out to your accounts before they reach out to you.

You have experience in implementing a structured account plan for every enterprise client. You visit local clients, help field technical questions, and conduct trainings as needed.

While upselling is certainly a bonus, you’re not sacrificing the relationship of the account for the short-term sale.

Requirements: 3+ years in Customer Success, Sales, or other related client-facing roles

Ability to articulate the value that customers receive from Saas solutions

Demonstrated experience in onboarding and retaining a portfolio of Enterprise customers

Ability to manage conflict and deal with difficult discussions

Experience working cross-functionally with product, implementation and sales teams.

What you'll be doing: Managing our highest profile customers ( such as Fashion Nova, Chubbies, Figs, Marshmello )

Ensuring the success of customers through sales handoff all the way to renewals and up-sells

Conduct regular meetings with customers including weekly checks and quarterly business reviews

Owning customer success KPIs including NPS and Net-retention

Be an ambassador of Tapcart inside the office and with local customers in person

Consulting with customers on ways to maximize their business outcomes with the Tapcart platform

Bonus Qualifications: Experience in e-commerce, Shopify or B2b SaaS

Prior technical or QA experience

Working knowledge of design

Startup experience

Ability to travel up to 15%

Who we are. We are a well funded, young and growing startup located in sunny Santa Monica, CA

Keywords: Tapcart, Santa Monica , Customer Success Manager - Enterprise, Other , Santa Monica, California

Click here to apply!

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