Customer Success Manager, Mid-Market (Shopify)

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Requirements:

• Minimum of 5 year’s experience as a Customer Success Manager working with demanding mid market-size accounts.
• Deep understanding of Shopify features and experience working with Shopify retailers
• Understanding of how Shopify works with other ERPs, WMS platforms. Ability to guide Shopify retailers in making the best use of the Narvar products and features
• Deep understanding of retail, e-commerce, and logistics.
• Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail
• Influence product, success, support, and sales teams to get things done
• Enjoy working in a fast-paced environment and have strong project management and communication skills
• Superb client-facing skills and radiate enthusiasm, high energy, poise, and confidence
• Articulate the value proposition of a technology platform to meet client needs
• You have a BA/BS degree or equivalent experience
• Familiarity with data analytics and reporting tools such as Looker, Google Data Studio, and Tableau.

Responsibilities:

• Own the health and success of your customers from go-live through to renewal and expansion
• Proactively engage your clients at the right times to demonstrate value and identify opportunities for growth and advocacy
• Use data insights to track client health, and forecast and mitigate risk of churn
• Provide technical guidance and support on product features and functionalities.
• Contribute to the scalability of the customer success team through automation and process optimization
• Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers
• Partner with sales counterparts to ensure renewal and expansion opportunities are planned, forecasted and actioned efficiently
• Collaborate with cross-functional teams to address technical or operational challenges promptly.