Client Success Manager

Employment Status: Full-time
Location: White Plains, NY (partial remote ok)
Salary: Based on experience

ABOUT MEDIASPA
Mediaspa is an ecommerce agency focused on strategy, design, development, and optimization of ecommerce experiences, specializing in Magento, Shopify Plus, and BigCommerce. Post launch, we deliver Strategic Support focused on growing merchants with our growing slate of services. We are fun-loving, hardworking, and consistently expanding our headcount and capabilities. We also just won two awards at Magento’s annual Imagine conference - Best Use of Commerce Insights (Easy Spirit) and Best Magento Upgrade (Marc Fisher Footwear)! Notable clients include Ulla Johnson, Nespresso, Nestle Waters, Arizona Iced Tea, Nine West, DXL, and Briggs and Riley.

SUMMARY
We’re looking to add a Client Success Manager to our expanding Client Services team. This individual will be work closely with our Director of Client Success and our Project Management team, and they will work directly with our roster of clients. The primary goal of this role is to ensure we are delivering excellent service and strategic insight to further deepen and extend the partnerships between mediaspa and our clients. The person we are looking for has extremely high service standards, is genuinely empathetic, and is able to effectively communicate with and work with clients through great successes as well as through challenging issues. Complementing that empathy should be a business savvy and strategic mind equipped to generate ideas to help our merchants grow their ecommerce businesses through partnership with mediaspa.

Responsibilities
 Manage a portfolio of our top enterprise merchant partners to foster strategic, long-term business relationships

Deliver roadmap to achieve merchant goals, customer satisfaction, and revenue growth

Promote and innovate upon best practices when delivering strategic objectives

Drive customer advocacy and resolve escalations by collaborating with sales, project management, and development teams

Build strong, honest, and strategic relationships with our clients that ensure retention 

Get immersed in clients' business, understanding their challenges, objectives, business model, and how they define success

Monitor client health to track overall client satisfaction through project  check-ins with project managers and clients to assess project and relationship health and opportunities

Generate commerce roadmaps with clients, growing the suite of services mediaspa is delivering where appropriate

Ensure project pacing is on time and on budget

Support the sales team through early stage onboarding of new clients

Oversee client billing, verifying internal time logging and invoice accuracy

Lead renewal discussions for existing Strategic Support (a.k.a retainer) clients

Qualifications

  • 3+ years of experience, preferably a mix of agency and merchant side
  • Understanding of web development, web design, QA, and the SDLC
  • Strong organizational skills and proven ability to manage multiple workstreams
  • Strong people skills, experience managing relationships and delivering presentations

Perks

  • Medical benefits, dental, life insurance benefits with optional 401k plan
  • Opportunities to work from home
  • Friday Lunches
  • Snacks and beverages
  • Regular company outings
  • Friendly office dogs
  • Really good people!