Customer Success Manager (CSM) - EMEA

Feedonomics; London; Remote; GBP 30,000 - 60,000

Job description

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About Feedonomics - A Remote-First Company

Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That's where Feedonomics comes in!

As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top ecommerce shopping destinations around the world.

What makes us different from other SaaS companies in the space?

We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.

Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.

The Sales Team at Feedonomics

The Feedonomics Sales Team is the conduit of every dollar of revenue and nearly every client. We are 100% remote around all U.S. time zones, and 3 countries and we sell 3 different product lines to new and existing clients. In this journey, we ally with Sales Engineering, SalesOps, Global Operations, Marketing, Product, and Accounting to ensure we are putting our best effort with every client we take on. We hold each other accountable to our company values and push each other to be better each and every day. Our industry thrives on our products and service because they are unparalleled, which makes it a joy to sell.

The Role

The Client Success Manager ("CSM") is an individual contributor whose primary responsibility is to support European-based Feedonomics clients in the areas of presale relations, client relationship management, client happiness and retention. The CSM will elevate sales opportunities that may be the result of the relationship(s) built, leading to increased MRR and client retention. In this role, you will build client loyalty by assisting clients in identifying their business strengths and motivating them to reach their business goals through Feedonomics. Our Client Success Managers regularly engage with cross-functional teams like Sales, Operations, Partnerships and Finance and are entrusted to identify client needs and help Feedonomics satisfy those needs in a cost effective and timely manner.

The Responsibilities

• Maintain complete ownership over an assigned book of business of Enterprise customers with responsibility over key customer success metrics including NPS, account growth, forecasting and revenue retention.
• Be the internal subject matter expert and drive adoption of our solutions that provide value for your customers through consultative selling techniques.
• Advise merchants on best practices to help them improve time to first sale, search optimization, conversion, site speed, fraud management, business operations and other key impact areas.
• Improve revenue retention rates for your book of business by building strong reference-able working relationships with your clients from entry level to C-level executives.
• Become fluent in competitive positioning and be effective in differentiating BigCommerce and the BigCommerce partner ecosystem.
• Research and understand your client's industry and business in order to provide best practices, advice, and guidance to help them grow and achieve key strategic outcomes.
• Collaborate with Product Management, Engineering, Client Services, and Marketing teams to ensure that newly released features are understood and continue to strengthen our value proposition.
• Maintain a rigorous cadence of weekly, monthly, and quarterly meetings with merchants to maintain relationships and uncover opportunities to continue to provide improved solutions.
• Conduct strategic business reviews with your clients to implement plans that drive their growth and achieve shared goals.
• Serve as an experienced, trusted advisor for clients, partners and internal team members.
• Assist with high-severity requests or issue escalations as needed, and manage the escalation through resolution.
• Work with cross functional teams across Sales, Client Success, SBD, and Marketing to deliver the best experience for your clients and to raise key metrics, like company NPS.
• Be the voice of the customer - sharing customer feedback, requests and requirements to internal stakeholders.
• Serve as a coach and mentor to members on the Customer Success Team both by example and in a structured environment.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

The Requirements

• 2-3 years direct experience in sales; client experience; client success; retention; Success; SDR and/or account management.
• 2 years eCommerce experience - preferred.
• Excellent problem-solving, organizational, analytical skills, curiosity, and out of the box thinking.
• Exceptional skills interacting with clients on a variety of topics including business and product strategy/design, technical guidance and long-term product roadmap.
• Ability to create informational marketing content for clients.
• Analytical mind who can convert metrics into action items.
• Located in United Kingdom and available to travel to London on a monthly basis.

Education:

• Bachelor's Degree - preferred but not required.

What's in it for you?

• Remote work set-up.
• Competitive pay.
• Generous paid time off including vacation days and sick leave.
• Private Medical Insurance with an option to extend coverage to partner and children.
• Health Assured EAP that provides a complete support network covering a wide range of issues such as life support, legal information, bereavement support, medical information, and cognitive behavioral therapy online.
• Employer-Sponsored Pension.
• FeedoFUNds, a dedicated budget to foster and build relationships across the company on in-person or virtual team events.
• Employee Resource Groups (ERG).
• Feedonomics Certification.
• Referral bonus program.

Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistance programs, access to a wellness app, and diversity and inclusion resource groups.

We value candidate safety. Please be aware that all official communication will only be sent from @feedonomics.com or @bigcommerce.com email addresses.