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Customer Success Manager

Fabric Inc

This is a Full-time position in Houston, TX posted July 12, 2021.

Department: Customer Success

Reports to: Head of Customer Success

Employment Type: Full-time

Start Date: ASAP

Who we are:

Fabric is a modern commerce platform that gives retailers tools to create world-class shopping experiences for mid-market enterprises.

We champion a new, harmonious way of doing business that emphasizes connectedness and collaboration over competition and dominance.

This is showcased in our products that rely on microservices, APIs, and easy integrations, and in our globally distributed team that genuinely cares about its customers.

Our founders directed groundbreaking commerce initiatives at Amazon, Staples, Google and eBay.

We’re growing fast and looking for more awesome people to join us.

Your next career:

This is a team-oriented position that has a strong potential for growth, responsibility and achievement.

We are looking for candidates who enjoy a fast paced, exciting environment, and excel in a role in which they take ownership at both a tactical and strategic level.

This is a strategic role, working with key customers and internal stakeholders at various levels and has a central role to the success of Fabric and our customers.

You will be the go to person for key customers, and will need to be comfortable acting as a liaison between customers and internal teams while having a solid grasp of Fabric’s product capabilities.

The ideal candidate would possess a strong interest in technology and business, and have strong organizational maturity to allow them to be the voice of the customer and manage by influence internally.

Your responsibilities:
Onboard new accounts and ensure a successful conclusion to implementation projects Act as the SPOC for customers, and advise them on aligning their business needs with Fabric products while ensuring a trusting relationship Nurture relationships with key customers and ensure growth through engagement with the Fabric product suite Drive adoption of Fabric Product suite by understanding thoroughly customer needs and driving ‘stickiness’ between the customer and Fabric Act as the ‘voice of the customer’ internally to effectively collaborate with internal teams
– including product management, engineering, customer support, marketing, sales and finance Develop trusted advisor relationships and effectively articulate the value of Fabric solutions to pre-sale, and post-sale clients and key stakeholders Aid in development of Customer Success strategy, including long term vision for best in class Customer Success team Develop and maintain feedback loop to Product and Engineering teams to ensure that customer needs are being met and are aligned with the Fabric roadmap Relentlessly serve as the customer advocate, both with specific client relationships and broadly across the customer group to ensure high customer satisfaction Serve as a Customer Success expert, and ensure process and structure are implemented to drive overall customer satisfaction and team efficiency
What you bring to the table:
5 years of experience in customer-facing roles and for technology companies, with preference to experience in SaaS account management / customer success / sales enablement / technical account management or consulting Bachelor degree in computer science, business, marketing or equivalent Excellent communication skills both verbal and written Possess personal presence and be adept at relationship building both with clients at various levels and internal teams Ability to travel up to 20% (as required) Proven success in driving project completion, including successful post-mortem and business sign off Excellent project and program management skills Experience as serving as a customer advocate, and comfortable harnessing cross-functional relationships to achieve customer goals Creative at problem solving Ability to facilitate cross team collaboration both virtually and in person Enthusiastic with a positive attitude Flexible and adept at working in a fast paced environment with changing priorities Self-starter with ability to learn quickly and manage time effectively Ability to translate technical information in to easy to understand language Knowledge of CRM tools, software architecture, and and general programming methodologies
Highly Preferred:
Experience of playing similar role in eCommerce SAAS companies Knowledge of eCommerce products/services such as PIM, OMS, Loyalty Knowledge of SAAS product implementations, Cloud hosting such as AWS / GCP / Azure
What we bring to the table:
Competitive compensation packages PTO and Holiday plans Benefits packages which include Medical, Dental, Life, and Vision Fast-paced, fun and collaborative environment A team invested in you both personally and professionally
Job Requirements:
Communicate customer service performance objectives to customer service staff Provide great customer service to external customer Manage customer service department staff Log all customer service issues Improve customer sales and service Managing all customer service staff Develop customer service department procedures Managing the customer service staff for inbound customer Manage customer service performance metrics Manage overall customer service operations Oversee the customer service team Communicate customer service related issues Manage customer contact requests from customer feedback data with offsite customer service team Managing the customer service department Manage the customer service department Run the customer service department Improve customer service quality results Assure quality customer service to all customers Resolve customer complaints regarding sales and service Growing current customer accounts with high level of customer service

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