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Customer Success Manager
St. Louis, MO
Job Overview

The Customer 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
About Deck Commerce
Deck Commerce is an Order Management System engineered for omni-channel commerce. The cloud-based platform connects front-end shopping channels with back-end business systems and optimizes the processes for fulfilling and servicing orders. This enables retailers and branded product companies to grow revenues and improve customer engagement by delivering modern shopping experiences. Deck Commerce powers leading brands such as New Balance, Rawlings, Build-a-Bear and more.
Why Work for Us?
If you thrive in a team-focused, 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 grounded in long-term success, and we take the same approach with our employees by prioritizing work-life balance and professional development. We value a strong company culture and offer excellent pay and benefits.
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