Sr. Customer Success Manager, Enterprise

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Who we are:

Our customer success managers achieve their goals through the use of our company’s tools and services. The Seller Growth and Success team is focused on retaining and growing customers by demonstrating the value of TCGplayer and the business opportunities it represents.

In this role, Senior Customer Success Manager, Enterprise you will initiate and grow direct relationships with the owners and staff of Enterprise accounts and provide ongoing advice and coaching in order to identify growth opportunities for their business.  Additionally, you will work to strategically develop relationships with high-value customers through established and new pathways. Provide personalized mentorship based on seller customer needs using industry expertise and TCGplayer tools. You will identify and develop potential opportunities from new and existing customers.

The position of Manager for Enterprise Customer Success is based in the Seller Growth and Success (SGS) department, a key part of our Seller Experience organization. 

SGS is devoted to TCGplayer sellers and comprised of three teams: Sales, Customer Success, and Revenue Operations. The Customer Success team provides sellers with 1:1 consultative engagement to facilitate and promote their growth and ultimately cultivate long term seller success on TCGplayer. At its core, SGS ensures that TCGplayer sellers are front-and-center in all our strategic decisions and that we implement our plans with our sellers as our most important priority. 

 
What You Will Accomplish

• Act as primary point of contact for assigned sellers throughout managed account programs.

• Increase the level of engagement and the sales volume generated from assigned sellers by building and creating & driving individualized actionable plans.

• Recruiting assigned sellers into managed account programs & proactively contact sellers to offer guidance and coaching on how to best leverage TCGplayer’s seller tools and services after assessing the key features of a seller’s existing business

• Research and identify potential partners that align with TCGplayers goals and values.

• Develop and implement strategic plans for partnership growth and expansion.

• Identify and develop areas of opportunity aggregating seller feedback and technical issues to provide reports on trends and areas of opportunity with our Product, Development and Leadership teams.

• Maintain expert level knowledge of industry & core TCGplayer tools and services and understanding of appropriate use cases

• Using business development skills and an understanding of a retailer’s business to help them drive sales

What You Will Bring

• 4-7 years of experience coaching and growing small businesses, developing small and medium sized businesses through customer success principles

• High degree of emotional Intelligence

• Effective presentation skills

• A high degree of integrity

• Excellent time management skills

• A self-starter mentality with strong organizational, planning and problem-solving skills

• Experience with Hubspot as a customer retention platform preferred

The base pay range for this position is expected in the range below:

$70,000 - $120,700

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans