A great career opportunity with a rapidly growing e-commerce intelligence business
Due to continued business growth we are looking for a bright Client Success Manager, ideally with an interest in technology, to join our dynamic e-commerce intelligence business, working closely with businesses around the world on insights that our platform produces. This is a role that requires a blend of technical capability, combined with great communication skills.
We’d love someone who is a well organised and confident communicator, willing to go the extra mile to ensure our clients get the maximum value. You should be comfortable diving into operational details and executing tactical steps, including educating clients on how to use our application, guiding them on methods of interpreting the data and helping with actions to take based on it. Ultimately we need to help our clients make their business successful.
Full training will be provided. We are not expecting someone to know what to do from the start, but you must have an aptitude for technology and a confidence in communicating with others.
So, what will you be doing?
This is a varied and challenging role, working within an international team. The following are the key areas that you will be involved in:
- Working within our international team to help with the implementation of new accounts, problem resolution and feature development.
- Educate and consult with customers, demonstrating the use of our product and best practices on the use of data and insights.
- Manage relationships with customers, focusing on increasing adoption, ensuring retention, and driving customer satisfaction. We want our clients to love our solution just as much as we do.
- Issues and problems happen. It is how we deal with them that is the measure of us.
- Using existing processes as well as logical thinking, troubleshooting any issues in a timely manner and provide relevant solutions
- Working directly with our programming and quality teams to deliver timely results
- Communicate product updates and releases ensuring all customers benefit from enhancements to our platform
- Work to identify and/or develop upsell and expansion opportunities
- Conduct periodic customer health-checks and review customer health scores with an emphasis on customer’s success
- Linked to the above, conducting periodic client reviews to ensure they are happy and getting the most out of their account.
- Performing online demonstrations and webinars to our clients to further their knowledge as well as training other members of the team
- Research into methods, action and technologies to help to enhance the existing products of the business
- Creating specifications for our programming team to guide them on client requirements
Who would be a great fit?
Ideally you have an awareness of the huge shift and importance of e-commerce to the world today, as well as an understanding of how online business is conducted. You need to be incredibly familiar and comfortable with working online. We see the following qualities as being beneficial to this role
- You will be technically minded, enjoying the challenge of technical subjects and working on a platform with millions of data points
- Although you understand and pick up technical skills quickly, you are also confident with people and relish the thought of meaningful client and co-worker conversations
- You thrive on the challenge of providing excellent customer service in a fast-paced environment
- Excel in a multitasking environment and can adjust priorities on-the-fly
- Results driven and really enjoy improving your performance
- You work well in a team environment and are not prima donna in nature. Lone wolves need not apply!
- As we are Remote First, the use of collaborative video-based tools is vital and you should be comfortable with that.
- Ability to accept that you don’t know everything and will seek out help, when necessary, as well as being willing to share your knowledge with the team for the collective benefit
- Eager to learn, adapt and perfect your work
- Fantastic planning and organisational skills and are self-motivated to work independently.
- Excellent written and verbal communication skills in English
- Ability to communicate complex ideas in a straightforward way
- Commercially minded you will enjoy spotting and maximising opportunity within client data to help them to be successful
As this is a remote role, a fast, stable internet connection is essential due to the nature of the work. We will provide you with a laptop and a screen to do your work. This role is UK-only, as we will wish to meet from time to time.
Who we are
Competitor Monitor is a Remote First progressive business intelligence company which helps the world’s leading companies stay competitive, providing the insight they need to outsmart competitors and love their customers. Our amazing team, based around the world, manages e-commerce intelligence services to improve our client’s products, pricing, promotions and perceptions.
Major brands and leading retail chains use our services to manage their pricing, keep their customers loyal and maintain their online reputation. By monitoring millions of products and prices across the web each day we provide actionable insight through our intelligent software and direct customer contact.
Visit us at www.competitormonitor.com
Working Environment
Our company is headquartered in the UK, but we have a distributed team of colleagues around the world. You will get to interact with a global group of diverse and really talented people.
With this being a remote position, we are flexible with where you work! Working hours will need to be agreed in order to be available for our customers and to communicate with our team. Initially for this role we prefer availability between 8am – 6pm. You set your own schedule within the working day, agreed with your colleagues in the wider team. Please note that we do ‘on call’ support on rotation at weekends and during public holidays.
This is an online, collaborative, challenging role, but as a group we are relaxed and friendly. We are looking for like-minded people who understand the importance of what we are doing for our customers.
How to apply
If you are interested in the role and becoming part of our team, please email your CV/Resume and covering letter (top tip – this is our favourite part!) to jobs@competitormonitor.com.
We’re looking for candidates that stand out from the crowd, so here are a few pointers to help you:
- We need you to spell out exactly what you can bring to the role. It might be direct experience, crossover skills or just passion and enthusiasm. Don’t leave us guessing!
- Why do you think Competitor Monitor is such a good fit for you?
- We’re not business formal: corporate speak isn’t required, so don’t be afraid to be yourself.
- Where are you from? Geography doesn’t matter to us, but it’s always nice to find out where people live and work! Our current team is all around the world, so tell us something interesting about your environment
- Anything else about you and what you have done previously that might make us choose you over someone else
Competitor Monitor
To find out more about us, please visit our website:
