Senior Customer Success Manager, EMEA - Remote

Overview

We are seeking a Senior Customer Success Manager who excels in guiding Commerce customers at every stage of their journey, ensuring they maximize product usage. This role resolves complex issues, introduces new offerings, and identifies avenues for growth within client accounts while mentoring peers.

In Short

• Advise customers on optimal product usage across their journey stages, from onboarding to advocacy.
• Act as the customer's advocate in resolving escalated troubleshooting and product usage cases.
• Introduce new products/services to customers, highlighting their potential value.
• Handle clients of varying complexity levels, identifying growth opportunities and proposing upsells.
• Identify trends in customer feedback, communicating product improvements and quality of life enhancements.
• Contribute insights for Commerce CS SOPs, manage their rollout, and informally mentor junior colleagues.
• Effectively communicate customer needs to influence product prioritization.
• Create, revise, and adhere to project plans and roadmaps.
• Stay updated on the latest updates to Amazon backend systems and emerging eCommerce trends.
• Identify new data points to enhance customer insights.

Requirements

• 4+ years of managing an Amazon business at a brand/manufacturer or at an agency.
• 4+ years of experience managing other ecommerce channels (Walmart, eBay, Target, etc.) preferred.
• English speaking plus additional European language required (German, French, Spanish).
• Analytical mindset with the ability to interpret Amazon performance metrics.
• Strong communication skills to influence product decisions and engage with stakeholders.
• Proficiency in utilizing CRM systems to generate reports on account management metrics.
• Ability to provide insights for SOP revisions based on evolving business needs.
• Capacity to manage projects, timelines, and division of responsibilities effectively.
• In-depth understanding of eCommerce strategies and product nuances.
• Candidates can be based in the United Kingdom, France, or Germany.

Benefits

• Be on the cutting edge of eCommerce technology and innovation.
• Join an energetic and passionate team with a joint mission to win.
• Learn from talented colleagues and receive mentorship.
• Opportunity to grow in a fast-paced eCommerce industry.