Customer Success Manager

Precision eControl is a wholly owned ancillary business of Vorys, that provides integrated solutions to help brands control the sales of their products in the age of eCommerce. We have represented more than 300 brands, including many of the world’s largest companies. Precision eControl’s full scope of services allows us to provide a truly comprehensive approach that delivers unique business value.

Position Summary:

The Customer Success Manager I is a strategic and supportive partner for our customers, focused on building loyalty to ensure long-term customer retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals. At this time, candidates who would work in the following states will not be considered for this role: VT, RI, NY, NJ, NH, MI, ME, MA, DE, CO, CT, CA, and AZ.

Essential Functions:

• Own the entire relationship with assigned customers, including onboarding, implementation, training, adoption, product recommendations, retention, and satisfaction.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services to customers and Vorys eControl team. Communicate effectively with both internal and external senior managers and leaders to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain and analyze existing customer-success metrics and data as directed.
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help customers overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and/or strategize with the Product team to effectively solve customer’s problems.
• Develop and maintain customer-success strategies and best practices, as well as customer-support content.
• Work with sales and marketing teams to boost customer referrals and develop case studies.
  
  

Knowledge, Skills and Abilities Required:

• Proven work experience as a Customer Success Manager or similar role
• Experience working with brand image and promoting value through customer experience
• Ability to build credibility and trust by understanding and addressing customer requirements
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
• Ability to work with online marketplace/ecommerce data, identify/define opportunities for/inhibitors to sales and profitability growth by establishing facts, drawing conclusions and translating them into meaningful, valuable, actionable insights presented in a professional, easy to understand and compelling way
• Ability to leverage advanced analytical concepts to improve business outcomes
• Strong listening, planning, analytical, project management, decision-making, written and verbal communication and consulting skills
• Detail and big picture oriented
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Experience working in eCommerce, Amazon Marketplaces and/or Minimum Advertised Price Policies
  
  

Education and Experience:

• Bachelor's degree in related discipline or combination of equivalent education and experience.
• 1-3 years of experience in similar field.
• Minimum of two years of experience in account management, customer success, ecommerce or related field preferred.
  
  

Equal Opportunity Employer:

Precision eControl (PeC) does not discriminate in hiring or terms and conditions of employment because of an individual’s sex (including pregnancy, childbirth, and related medical conditions), race, age, religion, national origin, ancestry, color, sexual orientation, gender identity, gender expression, genetic information, marital status, military/veteran status, disability, or any other characteristic protected by local, state or federal law. Precision eControl only hires individuals authorized for employment in the United States.

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