Position Summary

The Customer Success Manager is responsible for overall customer satisfaction and referenceability, building and managing long-term business relationships between NuORDER and our mid-market customers. This role is responsible for driving effective product adoption to ensure customers are getting maximum value from our solution. The focus of this position is customer satisfaction, and is not responsible for revenue.

The role is remote and must be located in Eastern, Central, Mountain or Pacific time zones.

Responsibilities:

• Become a NuORDER product expert and educate customers on how to best use NuORDER based on their business needs
• Influence customer lifetime value through increased product adoption, customer satisfaction and overall health scores
• Drive customers’ product adoption, training and development of best practices to secure ROI
• Support ongoing customer enablement to make sure NuORDER is configured to meet the customers' needs
• Educate customers on product feature enhancements as they are released
• Engage, guide and educate before, during and after customer market appointments to ensure a smooth selling season
• Generate reporting on customer software adoption to identify low-usage customers; create & execute plan to increase usage
• Consistently measure, track, and report on the metrics and health of accounts
• Act as a partner with the Mid-market Account Manager to drive retention and upsells
• Be the main POC for customer usage and product functionality questions
• Represent the technical "Voice of the Customer" within NuORDER

Qualifications:

• 4+ years customer success (SaaS) experience required with a high 
• Relevant wholesale/retail experience (Sales, Operations, Planning, Merchandising, Buying, etc.)
• Comfortable multi-tasking and juggling competing/changing priorities in a fast-paced, ever-evolving environment
• Ability to think beyond the status quo with a can-do attitude and an appetite for success

ABOUT NuORDER:

NuORDER is a transformative wholesale eCommerce platform connecting merchants and suppliers. The platform is used to deliver a seamless, more collaborative wholesale process and to make smarter buys in real-time. Since starting up in 2011, it continues to be the chosen solution for over 3,000 brands and 500,000 retailers globally. 

As part of the NuORDER journey, we have joined the Lightspeed family in July 2021! Lightspeed Commerce is the one-stop commerce platform for merchants around the world to simplify, scale and create exceptional customer experiences. By joining forces, we will embolden businesses with the tools they need to simplify their operations, scale their ambitions, and unify the commerce ecosystem.

Our common mission: to ignite businesses everywhere! Come work with us and find out what you can do.

WHY NuORDER?

We’re creative, innovative, and helping businesses become more efficient. Ensuring that each member of our team feels fulfilled and on track to become the very best employee they can be is important - and we encourage our people to discover new ways of achieving specific goals. We fully believe that each and every individual part of our organization provides value, a new perspective and progress to NuORDER’s growth and success. Come join us so we can build together!

BENEFITS:

NuORDER offers a competitive salary and benefits package complete with health, dental, and vision insurance, a 401(k) plan, stock options, and generous/flexible PTO.