Customer Success Manager

Our ebook won the Sustainability in Ecommerce Award at the UK Ecommerce Awards 2023! Check out the award-winning ebook The Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty with GPMD. We are looking for someone that is passionate about helping our clients to succeed in achieving their business goals and supporting them in day-to-day communication.You act as the bridge between the client and GPMD. You are responsible for ensuring that the agency is meeting the client’s needs, working with all the key departments and fostering a company-wide culture of customer success at GPMD. You are an energetic individual with a positive can-do attitude, who is passionate about building strong relationships.Reporting directly to the Chief Customer Officer (CCO), you will follow internal metrics for success set out by senior management. You will also play a key role in monitoring customer satisfaction for the company and supporting our clients to reach their ambitious growth targets. Role & ResponsibilitiesAbility to build relationships with our clients as a trusted advisor, driving the value of the services GPMD offersDevelop strategic plans with clients that are aligned with their business objectivesMonitor and identify trends in ecommerce, providing recommendations based on customers’ needs Work with the CCO to identify areas for additional revenue opportunities Plan, organise and manage quarterly and yearly Business Reviews, working closely with additional members of the customer facing team Conduct periodic customer health-checks e.g. phone call check-ins, face-to-face meetings and reviewing key metricsRepresent the voice of the customer within the company Develop and lead added value initiativesOrganisation and Planning: You are a highly flexible and agile coordinator, who can plan and manage any client meetings or reviews needed, whilst also aligning with internal team schedules and deadlines. Strong time management and prioritisation skills are keyAttention to Detail: Strong attention to detail is a must, including intuitive cues when dealing with client communicationCommunication: You are an effective communicator with excellent presentation skills. Additionally, you are comfortable articulating complex ideas in a concise mannerEcommerce Knowledge: You have a good understanding and working knowledge of the ecommerce and retail industries. You have worked with ecommerce platforms such as Magento, BigCommerce, Shopify and/or third party technologies such as Klaviyo, Yotpo, Trustpilot.Salary and BenefitsWe undertake regular performance reviews and salaries are reviewed annually based on performance. We pride ourselves on having a friendly and inclusive work environment. Benefits vary, full-time members of staff can expect:A computer of your choice; a monitor can be supplied if required tooFlexible hours, working remotelyUnlimited holiday allowance, consisting of statutory entitlement (UK), plus bank holidays, plus between Christmas and New YearWeekly co-working in London with our London based team; monthly Project Management team meet upsWeekly self-driven training, plus industry recognised training and accreditationPolite request—no recruitment agencies or outsourcing companies pleaseApply for this job
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Join our team and help shape the future of ecommerce!We are a small team of dedicated individuals, who take pride in what we do. We enjoy problem solving and crafting innovative solutions for our clients. If you think you would be a good fit, please get in touch.
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