Customer Success Manager

Customer Success Manager

We are looking for a Customer Success Manager to join our Customer Success Team in our headquarters in Vancouver, BC. Our Customer Success team is responsible for the onboarding, training and support of our customers. As a Customer Success Manager you will be responsible for identifying customer needs and offering innovative solutions to solve their problems. You’ll also be involved in customer on-boarding and project management support for Mobify customers.

What You'll Do

  • Conduct Executive Business Reviews and other strategic meetings with customers as needed
  • Work with global brands to develop lasting mobile strategies
  • Work closely with sales team to identify opportunities to up-sell existing customers on new Mobify SaaS offerings
  • Support customer success team in maintaining high customer satisfaction rates (measured by net promoter score)
  • Identify and develop opportunities for expansion of Mobify's professional and strategic services offerings
  • Use web analytics to aid in decision making
  • Gather customer feedback and relay as appropriate to product, professional services and revenue teams
  • Act as secondary project manager for on-boarding of customers on to the Mobify mobile shopping platform
  • Work closely with Mobify Partners and Mobify Partner Enablement teams to ensure high quality Mobify project launches for all customers
  • Work closely with the engineering, design, quality assurance and management teams to ensure projects are completed to the highest quality

Who You Are

  • You have at least 3 years' experience in a client-facing project management or account management role, ideally with an agency or consulting company
  • You have experience in Omni-channel or eCommerce retailing, either in a consulting role or working directly for a retailer
  • You have experience working with offshore or non-local production teams
  • You're meticulous and highly organized (you love to track everything!)
  • You're an excellent communicator and know how to satisfy customers
  • You possess strong leadership skills
  • You're comfortable negotiating with customers to make sure their needs are met
  • You're passionate about technology with an understanding of front-end web technologies (eg. HTML, JavaScript and CSS)
  • You possess a strong desire to help the customer succeed

Bonus

  • An understanding of Analytics, Digital Marketing, eCommerce, and Internet Technologies
  • A technical background and familiarity with HTML/CSS and Javascript
  • You have experience or knowledge of mobile or responsive web
  • You have experience in a sales capacity with a technology company, ideally using a SAAS model
  • You possess a degree in computer or management information systems, i.e. BA, BBA or technical equivalent

​About Us

Mobify (www.mobify.com) is the mobile shopping platform of choice for leading global retailers. We power shopping around the world through web, apps and brick and mortar stores.

Mobify's platform empowers marketers and developers at companies like Ann Taylor, Crocs, ideel, Leading Hotels of the World, British Telecom and Beyond the Rack to deliver exceptional mobile shopping experiences that improve customer experience, and grow revenue.


Date Posted:
Dec 21, 2015 9:48 AM PST
Company:
Mobify
Website:
http://www.mobify.com/jobs

Company:
Mobify
Location:
Vancouver, British Columbia, Canada

Mobify powers the mobile shopping experiences of leading global retailers like Ann Taylor, Crocs, Superdry, Eddie Bauer and Beyond the Rack. Our platform enables online retailers to use all their existing digital commerce tools across smartphones, tablets, apps and in-store technology in a way that is fast to implement, easy to manage, and accelerates business growth. Established in 2007,... more