Sr. Customer Success Manager

Boston, MA, USA · Full-time

About The Position

We are looking for a Senior Customer Success Manager to support clients of Namogoo’s innovative eCommerce solution. You will manage the post-sales relationship for our US strategic accounts, building customer loyalty and satisfaction, supporting customer retention, and supporting growth objectives. 

What you will do?

  • Serve as the primary client contact, escalated issues and requests and advocating for their interests.
  • Establish and maintain customer satisfaction across named accounts from the on-boarding stage through their lifetime as a customer. 
  • Ensure customer receives the utmost value from the Namogoo solution.
  • Review and assess customer progress and offer recommendations based on results.
  • Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations.
  • Build and execute an account specific relationship framework inclusive of regularly schedule status calls, quarterly business reviews, account documentation, reference management, and account planning sessions
  • Actively grow existing account base to identify new value creation opportunities.

Requirements

  • 3+ years’ experience in account management supporting eCommerce and online business
  • Exceptional interpersonal, listening, written, and verbal communication skills
  • Proven track record of successfully building and nurturing multi-level client relationships
  • Project management experience with excellent organizational skills
  • Ability to lead and motivate, develop clear and creative solutions to complex problems, and manage multiple initiatives simultaneously.
  • Adept at dealing with complex customer relationships, decision processes, and competing agendas
  • Ability to work independently as well as to operate alongside global teams
  • Strong technical orientation – knowledge of online fraud, Web application security, Malware, HTTP/S, SSL systems and desktop software, is a plus

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