Join the Customer Strategy team as a Customer Strategy Manager and be the backbone of our client-facing team! You will build strong relationships with customers, understanding their objectives, and ensuring their continued success with our products and services. Our Customer Strategy Managers are driven to identify and share key insights with customers to help them realize full value from their relationship with Stackline. The ideal candidate will have experience in managing complex customer engagements, is extremely data-driven, and possess excellent communication and interpersonal skills. This is a hybrid role (4 days/ week) in our Central London office.
What You Will Do:
- Build strong relationships with customers to understand their goals, objectives, and challenges.
- Conduct regular business reviews with customers to share valuable insights, discuss their progress, address any concerns, and identify new opportunities.
- Deliver relevant and compelling insights to customers on a regular cadence.
- Develop and execute customer success plans to ensure the achievement of customer goals and objectives.
- Collaborate with cross-functional teams to identify opportunities to enhance customer experience and drive customer growth.
- Act as the voice of the customer within the organization, advocating for customer needs and requirements.
- Continuously monitor customer health and proactively identify and address any issues to ensure customer satisfaction and retention.
Who We Are Looking For:
- Bachelor’s degree in a relevant field.
- 4-5 years of experience in customer success or account management, preferably in a B2B SaaS environment, and/or 3+ years in a relevant customer-facing role such as those at a top management consulting or investment banking firm.
- Highly analytical, with experience analyzing customer data and providing insights to drive continued customer improvement.
- Strong proficiency with Excel to uncover insights and PowerPoint to organize and present findings with logical storytelling.
- Strong communication and interpersonal skills, with the ability to navigate complex customer engagements. Customers should be routinely shocked by how quickly you respond.
- High emotional intelligence, with the ability to build strong relationships and influence stakeholders at all levels of the organization.
- A true passion and motivation to delight customers, and treat each customer as if they were your only one.
- Ability to work in a fast-paced environment while maintaining focus on primary goals.
- Ability to think big, solve problems, and are detail oriented.
- Proficient in Microsoft Outlook, Excel, and PowerPoint.
- Ability to travel monthly to quarterly depending on your assigned client portfolio.
- Experience manipulating data with technologies such as SQL or similar technology.
- Demonstrated ability to think big, work hard, and solve problems.
- Experience working in a startup, retail, digital advertising, or e-commerce environment.
- Proficiency in Italian, German, French, and/or Japanese.
It’s important that each and every employee feels they are supported and can complete their life’s best work today and in the future. As part of that, we are committed to doing our part in addressing pay gaps and discrepancies by providing pay transparency for all of our roles. Actual salaries are just one component of the compensation package and may vary above or below the range based on job-related knowledge, skills, experience, geographical location, and performance. The pay range for this position located in London is £60,000 - £70,000 per year. Other rewards may include annual bonuses, short- and long-term incentives, and other team-specific awards. In addition, we provide a robust benefits and perks package.
Skills Required
- Bachelor's degree in a relevant field
- 4-5 years of experience in customer success or account management, preferably in a B2B SaaS environment
- Alternatively, 3+ years in a relevant customer-facing role at a top management consulting or investment banking firm
- Experience analyzing customer data and providing insights to drive customer improvement
- Strong proficiency with Excel and PowerPoint
- Strong communication and interpersonal skills for complex customer engagements
- High emotional intelligence and ability to influence stakeholders
- Ability to work in a fast-paced environment while maintaining focus on primary goals
- Ability to think big, solve problems, and remain detail oriented
- Proficiency in Microsoft Outlook, Excel, and PowerPoint
- Ability to travel monthly to quarterly depending on the client portfolio
- Experience manipulating data with SQL or similar technology
- Experience in a startup, retail, digital advertising, or e-commerce environment
- Proficiency in Italian, German, French, and/or Japanese
What We Do
Stackline is a retail technology company that builds commerce tools for thousands of the largest consumer brands, retailers, and professional service firms. Our mission is to fuel the future of commerce by bringing brands and customers closer together.
Why Work With Us
We're a team of problem solvers and creative thinkers, engineers and new business builders. When employees join Stackline, they quickly discover that our talented, ambitious teams will help them accomplish their life's best work.
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