Sr. eCommerce Client Success Manager

We are not hiring individuals outside of the US 
 

Our Code

CQL connects some of the most well-known brands with the people who love them. We are a group of authentic individuals that value forward thinking, learning, and a strong dedication to craft. Our individual passions range from scuba diving to DnD but our goal has never changed, to help make technology simple and the commerce experience compelling.

We embrace diversity and equity in a serious way. We are proud and committed to building a culture with a variety of backgrounds, skills, and views. Differences are valued. Be yourself. We like it that way.

Salary

$115,000 - $135,000 + Commission 

About the job

The Client Success Manager (CSM) is responsible for client success. As the client advocate, the CSM is a leader in the company, responsible for overall account health, retention, growth and profitability. In addition to managing multiple clients the Success Manager provides reporting and visibility to the Leadership Team. The CSM is responsible for identifying opportunities to expand and deepen client relationships, increase client and CQL revenue, and ensure reference ability. The CSM will own the relationship between CQL and the client and will do everything possible to achieve total client satisfaction.

Required Qualifications

• Bachelor's degree specializing in Business, Management, or related field or equivalent work experience.
• 6+ years of experience in eCommerce
• 1+ year of experience in account management
• Ability to take ownership of a client account from initial introduction to conclusion, remaining accountable for shortcomings and sharing successes
• Ability to present service recommendations and refine them to align with both client and CQL need
• Ideal candidates has a background as a Director of eCommerce of VP of eCommerce
• Consulted on or managed an online store for a brand is a plus

You Will

Develop consistent long-term partnerships with key/named clients as a strategic partner, advocate, trusted advisor and digital industry expert. 

• Understand the client’s business, requirements and commitment to value. Actively understand each client’s brand, market position, technology footprint, strategic growth plans, technology strategy and competitive landscape. Introduce and influence client innovation and technology strategy through partner introductions and sharing of blogs and relevant research data.
• Grow the client relationship by establishing connections with new client stakeholders & departments.
• Establish and regularly update account plans / roadmaps. Regularly communicate with clients to ensure alignment and uncover opportunities.
• Be the voice of the client at CQL. Report back from client meetings; recording client feedback, gathering client intelligence and follow-up as required. Initiate client satisfaction surveys bi-annually.

Ensure mutual success and measurable value and client ROI by practicing true partnership. Collaborate with clients to define metrics and success criteria and use this to drive CQL strategy and delivery. 

• Stay informed on client activity, performance and changes in the industry that may impact them. Review public information (e.g. new executive appointments, earnings statements, press releases, stated goals, competitor activity) for the company and its competitors to remain updated on key industry trends and issues impacting the client.

• Continuously review and report on client metrics through CQL Dashboard or GA (conversion, traffic, etc.).
• Recommend CQL services to improve client metrics and increase revenue generation.
• Facilitate definition of target KPIs for each CQL project or service signed.
• Ensure measurement and reporting of post launch impact on client metrics.

Day-to-day management of technically complex and demanding client accounts in partnership with clients and the CQL team to ensure timely and profitable execution of all project deliverables that align with client strategic and business goals.

• Conduct reviews of work product as appropriate prior to client hand off. Represent the client perspective within internal team demos.
• Serve as an escalation point for client issues. Manage timely resolution and the identification of remediation opportunities. 
• Communicate any major roadblocks or risk factors to the team and work collaboratively to identify ways to mitigate and overcome them. 
• Support Project Manager with communication of project and issue resolution status to project stakeholders and CQL Leadership.
• Promote a positive, can-do, solution-ori