Associate Customer Success Manager

ABOUT SOTHEBY'S

Established in 1744, Sotheby’s is the world’s premier destination for art and luxury. Synonymous with innovation, Sotheby’s promotes access, connoisseurship and preservation of fine art and rare objects through auctions, private sales and retail locations. Our trusted global marketplace is supported by a network of specialists spanning 40 countries and 50 categories, which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Interiors, among many others.

THE ROLE

Sotheby's is defining and building state-of-the-art systems to automate, optimize, and enhance our client journeys and internal tools. We’re looking for a bright, collaborative and driven individual to advance the implementation and success of our auction, marketplace and private sale platforms, as well as our internal support tools.  The ideal candidate will streamline the implementation and successful adoption of Sotheby’s products and establish cross-departmental collaboration between the product team and end users.

As an Associate Customer Success Manager, you will work closely with the VP of Digital Operations and Customer Success Managers to support strategic transformation, drive the rollout of new initiatives and technology, and facilitate communication and support for stakeholders, end users, and the product team. 

You are an experienced change-agent with proven success in change management, facilitating business transformation and streamlining processes. You have experience in digital operations and/or customer support, are driven, organized, and detail-oriented. You communicate with ease at all levels, working across functions as an influencer, collaborator, and teammate. You are highly resourceful, customer-focused, and can deliver high-quality results in a fast-paced and dynamic business environment.

RESPONSIBILITIES

• Support the transformation and implementation of product enhancements and technology, creating documentation as well as best practices, educating various departments, facilitating support, and communication between team
• Liaise between the Sotheby's Product + Technology teams and the rest of the business, including senior stakeholders, operational teams, and end user
• Build and maintain relationships with senior leadership, specialist departments, operations, and the product and technology teams as well as establishing yourself as a trusted advisor to end users in order to drive product adoption
• Analyze current engagement metrics and interpret feedbac
• Provide best practices to help drive user behavior and product adoption, including documentation and trainin
• Support escalations in times of business impacting outages or service disruption
• Manage incoming end user support and facilitate requests and feedback to the product team

IDEAL EXPERIENCE & COMPETENCIES

• 3-5 years experience in Customer Success or an implementation role
• Exceptional communication, organizational, interpersonal, relationship-building skills conducive to collaboration; able to work well in a cross-functional environment
• Comfortable in front of groups, in a presentation setting
• Highly organized, collaborative and adaptive, with the ability to work calmly and professionally under pressured, time sensitive deadline
• Experience in facilitating and implementing cross-departmental initiatives including project managemen
• Experience with analytical thinking, process development and improvement, problem solving, communication, and plannin
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

The proposed base salary for this position ranges from $60,000-$80,000. In addition to base salary successful candidates are eligible to receive a discretionary bonus, as well as a competitive benefits package. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.

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The Company is an equal opportunity employer and considers all applicants for employment without