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Customer Success Manager
St. Louis, MO
About Deck Commerce
Deck Commerce is the culmination of 15+ years of experience helping companies maximize their eCommerce potential. Engineered as a world-class transactional platform with powerful eCommerce functionality and integration capabilities, we are uniquely positioned to provide compelling value to customers, partners and employees alike.
Why Work for Us?
If you thrive in an innovative environment and have a passion for technology, eCommerce, and amazing service, then Deck Commerce is the place for you. Our approach with customers is focused on long-term success, and we take the same approach with our employees by prioritizing work-life balance. We work hard and move fast, but also encourage quality time off with generous holiday, vacation, and paid-time-off policies. 
Job Overview

The Client Success Manager will be a highly visible team member responsible for the complete post-sale success, growth, and satisfaction of Deck Commerce customers.  

The Successful Candidate Should Have the Following Skills & Experience:
  • Strong presentation, communication and interpersonal skills 
  • Ability to communicate concisely and clearly both orally and in writing
  • Experience in managing cross-functional projects with a high attention to detail
  • Fanatical about customer success with excellent customer management instincts and abilities
  • Self-starter and demonstrates initiative 
  • Exceptional organizational skills and attention to detail
  • Ability to multi-task and establish priority of work
  • Detail oriented and exhibits excellent problem solving skills
  • Team player and the ability to work autonomously 
  • Demonstrates professional conduct
  • Ability to troubleshoot and analyze technical issues
  • Five plus years of professional experience, two plus years of experience in SaaS preferred
  • Bachelor’s degree from four-year college or university preferred
Primary Responsibilities include the Following:

Account Services

  • Oversee the onboarding of new accounts to ensure successful adoption
  • Drive customer advocacy and escalations by collaborating with development, product management, and support teams
  • Lead product implementation training sessions
  • Manage the communication between clients and Deck Commerce operational and IT teams
  • Coordinate client meetings on a weekly, monthly and quarterly basis
  • Compile and present various reports such as Quarterly Business Reviews, including SLAs and KPIs
  • Communicate Deck Commerce Roadmap features and functionality to Customers
  • Expert knowledge of customer portal and ticketing system, and works to maintain client facing systems

 Retail Practice

  • Act as a trusted advisor, thought leader, and subject matter expert to     customers
  • Educate clients on best-practices related to eCommerce and usage of the Deck Commerce platform
  • Learn and understand client goals, workflows, and product usage habits
  • Help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans
  • Host and facilitate regular webinars and training sessions to ensure product adoption improvements (in collaboration with Product and Marketing teams)
  • Identify opportunities for product usage improvement
  • Identify customer growth opportunities by monitoring platform innovation, benchmarks and ecommerce industry changes and trends
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