Customer Success Manager

at Digital Media Technologies Ltd. (Taggstar.com) in London

Customer Success Manager

The Company
Taggstar is the global leader in social proof messaging. We’re a scalable SaaS software platform delivering
real-time, crowd-powered product messaging on the largest and fastest-moving global e-commerce and travel web sites. In the UK we deliver over a billion messages a month for Very.co.uk, Missguided, JD Sports, Argos, House of Fraser, Littlewoods, SimplyBe, Jacamo, JD Williams, Thomson, TUI/ First Choice and more.

We are e-commerce conversion optimisation specialists and, if you have shopped online with any of our brands, you will have seen our messages. We capture shopper behaviour including how many people are viewing, have bought, or have reviewed a product to encourage others to buy.

Our messages are proven to work and we’re growing quickly, and expanding the team. We are looking for a new Customer Success Manager to help develop our current accounts and grow our business.

The Opportunity

We are looking for a Customer Success Manager with experience of working on software delivery projects (ideally SaaS) within an agile environment, from initial specification through to QA and onboarding.

You will be able to apply appropriate project management methods gained from previous experience and know how to communicate and negotiate with stakeholders to ensure timely delivery of a project. You should thrive on the challenge of complex co-ordination and being able to drive more the one project at once.

You will need some knowledge of web analytics and how web pages are constructed and delivered to the browser.

You will support the customers in managing our ongoing accounts as well as onboarding new clients.

Responsibilities

Proactively manage, nurture & grow a portfolio of assigned, existing enterprise customers.

Ability to create and deliver world class enterprise customer experience for Taggstar customers.

Strategic consulting in social proof marketing best practices.

Ability to organize and deliver e-commerce manager / optimisation manager level presentations.

Detailed project management.

Close renewal business on a monthly, quarterly & annual basis, meeting or exceeding quota.

Help drive revenue expansion with existing customers.


This will involve:

Working with any new customers to support the implementation and QA of Taggstar onto their website
Project management functions such as creating implementation plans, kick off meetings, updates, and project management tasks such as managing the customer through the onboarding process with regular meetings and updates.

Working with existing customers to manage the roll out or extension of Taggstar or development of any new product features.

QA / testing support:

Ability to debug and QA the implementation of our product on the customer’s website against our QA template
Ability to debug any issues that fall outside our QA guide
Working closely with the Management team to prioritise onboarding schedule

You

You will have a minimum of 3 years experience in project management or an account management role in a tech or digital business supporting customers. This will mean that you have

Demonstrable project management experience within the software delivery space
Extremely well organised and have a natural ability to produce detailed plans
A problem solver who has the ability to understand, diagnose and fix issues
A strong communicator who has the ability to proactively manage people and their expectations
A fast learner focused on success
Passionate about eCommerce retail and online technology
Experience or understanding with front-end code such as HTML, CSS and some JavaScript
Experience with Chrome Developer tools and familiarity with the DOM

Bonus points if you have:

Knowledge of eCommerce terminology and principals (conversion rate, sessions, A/B testing)
Knowledge of the Data Layer and A/B testing

Benefits:

Brand new super cool offices in Holborn, 1 minute from the tube station.
Fast career progression
Gain experience in digital marketing and dealing with enterprise clients
25 days paid holiday
Annual performance bonus
Options package
Team lunches
Training budget
Pension scheme
We promise you will never be bored!

Please tell us a little bit about yourself and why you would be great for the company when you apply – sell yourself to us succinctly and make us want to meet you!
Salary is negotiable depending on your suitability and experience. We are competitive on pay.

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Published at 04 Dec 2017
Expires on 04 Feb 2018