Director of Client Success

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 and hardworking. We’re growing quickly, and we’re increasing our headcount and expanding our capabilities. We also just won two prestigious Magento Excellence 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 Beverage Company, Nine West, DXL, and Briggs and Riley.

SUMMARY

We’re looking for an important member of the team to lead our Client Success team. This individual will manage our growing Client Success team, work closely with our head of the Project Management Office, and 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

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

Conduct 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

Resolve project escalations

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

Partner with mediaspa management to grow the Client Success team and overall ability for mediaspa to be strategic partners

 

Responsibilities

  • 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
  • Conduct 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
  • Resolve project escalations
  • 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
  • Partner with mediaspa management to grow the Client Success team and overall ability for mediaspa to be strategic partners

Qualifications

  • 5+ 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 interpersonal 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!