Osa Operations
Customer Success Manager- Enterprise
Remote
·
Full time
In this role you will: Osa Commerce is seeking a Customer Success Manager of Enterprise Accounts, reporting to the Senior Manager of Customer Success. This role is to help build and maintain customer loyalty and satisfaction within our top customers. In this role you will help track customer metrics, provide valuable insights and enhance the overall customer experience. The Customer Success Manager will manage a focused portfolio of accounts and collaborate closely with our internal teams to ensure seamless communication, implementation and provide internal updates. Your strategic mindset and organizational skills will be crucial in meeting deadlines and delivering consistent results in a fast-paced, entrepreneurial environment. Additionally, you will occasionally travel for key customer meetings and events to strengthen relationships and drive success.
Description
Key responsibilities:
- Customer Retention: Build long-term relationships to achieve retention goals
- Customer satisfaction: Track customer satisfaction metrics and trends, providing actionable insights to improve the customer experience
- Account management: Oversee a portfolio of accounts, which will include medium-sized and Large Scale businesses.
- Client meetings: Conduct client meetings and build actionable plans.
- Collaboration: Work closely with product, sales and marketing teams to best support the customers.
- Customer Communication: Provide detailed communication to drive projects, escalations and expansion opportunities forward.
- Implementation Oversight: Collaborate with the Dev and Customer Success Team to track timelines and manage expectations during implementation.
Qualifications:
- Proven experience in a fast-growth technology company, strongly preferred
- Experience with managing a portfolio of companies with an annual revenue of $500 million or more.
- 5+ years of account management experience is required
- Experience in eCommerce, 3PL, supply chain, or WMS/OMS Systems, required.
- Understanding of SaaS-based programs and services, preferred
- Comfortable presenting to customers and c-suite stakeholders, in person and over digital meeting platforms
- Ability to be strategic with an understanding of Warehouse Operations
- Highly organized with a strong sense of urgency to meet deadlines
- Ability to occasionally travel for key customer meetings and events.
- Ability to operate in a rapidly changing, fast-paced, entrepreneurial environment with a cadence of delivering consistent results
- Ability to point out process inefficiencies and drive improvements internally
- HQ is in Atlanta, GA – However we are open to remote talent.