Customer Success Manager at Daloopa ensuring buy - side clients achieve impactful outcomes. Building partnerships and collaborating with a global team to enhance customer experience.
About the role
- Client Success Manager building relationships with Digital Commerce clients and ensuring satisfaction. Working collaboratively to drive client success and adoption across the EMEA region.
Responsibilities
- Own and manage a portfolio of Digital Commerce clients across the EMEA region, driving customer satisfaction, adoption, and retention.
- Gain a deep understanding of clients' business goals, objectives, and challenges to provide strategic guidance and support.
- Serve as a trusted advisor by guiding clients on product usage, best practices, and optimization strategies.
- Conduct regular business reviews to track progress, showcase ROI, and identify opportunities for growth or improvement.
- Collaborate with clients to define success metrics and key performance indicators (KPIs) to track and measure the value they receive from our products or services.
- Provide training, guidance, and ongoing support to clients to ensure they maximize the use of our products or services.
- Monitor health indicators and usage trends to anticipate risk and implement success plans where needed.
- Proactively identify and resolve client challenges, partnering with internal teams including Support, Product, and Services as needed.
- Support contract renewals and expansion opportunities in collaboration with the Sales and Finance teams.
- Collaborate closely with the Sales Team to ensure a smooth transition from the sales process to post-sales implementation and support.
- Collaborate closely with the Services Team to ensure a smooth onboarding (Services implementation) process, sharing knowledge and best practices to set the client up for success.
- Work closely with the product team to provide client feedback and insights to inform product development and enhancement efforts.
- Coordinate with the customer support team to ensure timely and effective resolution of client issues.
- Serve as the voice of the client within the organization, advocating for their needs and requirements.
- Champion the value and benefits of our products or services to clients, helping them understand the impact on their business.
- Identify opportunities for client testimonials, referrals, and references to support sales and marketing efforts.
Requirements
- 3+ years in a client success, account management, or similar client-facing role, ideally within the Digital Commerce or SaaS industry.
- Strong understanding of eCommerce business operations from a business and client perspective, ideally in a B2B or Wholesale/distribution environment.
- Strong understanding of the EMEA market and ability to build relationships across diverse regions and cultures.
- Exceptional interpersonal and communication skills, with the ability to build rapport and establish trust with clients.
- Strong problem-solving and critical-thinking skills, with the ability to understand complex client needs and provide effective solutions.
- Ability to work independently, prioritize tasks, and manage multiple client relationships simultaneously.
- Demonstrated ability to collaborate and work effectively with cross-functional teams.
- Strong technical acumen: ability to learn technical products quickly and work effectively with both technical and non-technical teams.
- Demonstrated experience with Microsoft Dynamics 365, Salesforce, CRM, ERP or similar software.
- Bachelor's degree preferred but not required.
Benefits
- Professional development opportunities
- Flexible working hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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