Position Summary:

In this role, the right candidate will be instrumental in contributing to growth of the department, as well as the role itself. The ability to learn and enhance the user experience across the product suite through proactive outreach, campaign updates, and client interaction will allow us to grow and scale. Coming in as a key member of the client facing team now is an exciting opportunity for an individual who wants to make a difference, lead process improvement, and enhance how we interact with our clients!

Responsibilities:

• Provide an excellent level of service and empathy to AddShoppers clients.
• Meet regularly with clients to facilitate strategic sessions around campaign performance optimization. 
• Help in the creation of job aides both written and video format
• Source and facilitate upsell opportunities 
• Mitigate churn risk within book of business
• Be an active member in the CS strategy around creating amazing client experiences 
• Collaborate regularly with marketing and product teams
• Drive expansion opportunities through sourcing advocacy
• Responsible for the day-to-day management and communication across all accounts, specifically through NetSuite
• Proactively provide value, cross-sell and upsell to your named accounts
• Excellent at client communication addressing FAQs regarding: billing, campaigns, performance, tagging optimizations, suppressions, etc
• Demonstrate a deep understanding of AddShoppers products and services to internal constituents as well as external clients and partners
• Ensure the timely delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of weekly/monthly/quarterly initiatives 
• Work closely with other members of the Customer Success team to ensure all customer processes are optimized, documented, and running efficiently
• Foundational knowledge of e-commerce and marketing terms, a plus

Experience:

• 5 -7 years of experience in a client facing role
• 3 years of experience in the eCommerce / Martech industries
• Preference and proven ability to work in a fully remote environment
• Proven track record of meeting and exceeding performance goals in demanding roles, including effectively balancing customer retention goals and sales quotas
• An exemplary work ethic, a positive "get it done" attitude, and a relentless focus on results
• Experience troubleshooting technical problems or platforms and managing issues through to resolution
• Quick to learn and self start
• Excellent written, verbal communication skills

Education:

• Bachelor's degree in Computer Science or Business related field