We are looking for a motivated, entrepreneurial and analytical Customer Success Manager to manage key merchants in a growing business.
The ideal candidate has a terrific reputation for overachieving on goals while focusing on the customer.
This is a multifaceted role, requiring the ability to manage senior level relationships with external merchants, communicate with internal leadership, develop scalable processes and dive deep into problem solving.
You will be expected to manage day-to-day relationships with external partners, while continuing to identify new opportunities to improve existing processes for merchant onboarding, growth, and management.
You will be the voice for merchants to leadership as we challenge the status quo and invent on behalf of our merchants.
Responsibilities:
- Managing end to end relationships and performance for our merchants
- Coach merchants to grow their business by partnering with them on goal development, and providing tailored and structured recommendations to achieve those goal
- Manage the successful handling of new clients, maintain existing customers, negotiate renewal and upsell conversations, and proactively mitigate churn, improve existing processes for merchant onboarding, growth, and management
- Meet with clients regularly to establish strong relationships and inspire them to improve and strengthen their adoption to Salla
- Work closely with sales, product and engineering teams to share customer feedback and journeys, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Salla.
- Identify areas for improvement, including opportunities for product adoption and implementing new Salla features; recommending ways to best utilize Salla's solutions.
- Keep project timelines updated, monitoring deadlines each week and making adjustments as needed
- Schedule resources needed (design, dev, consulting) and manage resource relationships efficiently
- Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
- Working cross-functionally with the business, operations, marketing, product and tech teams.
- Addition tasks based on assigned projects or job requirements
Requirements