Your mission

Do you spend your nights dreaming of client satisfaction scores above 98%, and wake with visions of harmonious customer relationships? Does the thought of a quarterly business review get you fired up? Can you provide a sound business strategy, insight and the tactical steps to help your clients succeed? If your top priority is customer success and satisfaction, and you want to help us enable customers to help pave the way to the future of mobile buying, we want to meet you.
The Customer Success Manager is responsible for overseeing the satisfaction of our network of merchants, with the goal of helping them squeeze the most value out of our software. You’ll provide strategic consulting from the signing of the contract, during every step of their customer journey, and beyond. Given our product’s SaaS model, our customers rely heavily on our customer success team to help make their implementation, integration and maintenance run smoothly. As the Customer Success Manager, you’ll not only know the product inside and out, but be able to provide the business and marketing expertise they need to succeed with Shopgate.
What you’ll do on a daily basis:

• Take the lead on providing proactive care and development of our customers in across all industries and markets
• Provide merchants with smart, strategic business consulting on how to align their mobile strategies and goals with the Shopgate product
• Support the sales team with pre-sale and upselling efforts, carefully and proactively evaluating churn risks due to integration or merchant-specific issues
• Use your knowledge of mCommerce and marketing principles to provide valuable insight to your client
• Bolster customer satisfaction through continued communication with key merchants regarding new product features and their unique respective value to these users
• Use your own status as a passionate mobile shopper to understand and respond to the needs of our merchants’ customers, to continuously create a more user-friendly shopping experience
• Masterfully navigate Totango, our international customer success management tool 

The Right Fit:  

• 3+ years of professional experience in business / management consulting 
• Deep understanding of digital or social media marketing required. Prefer an understanding of Facebook Analytics and Google Analytics
• You are able to communicate a business strategy with software as an enabler
• Outstanding organization and high consultancy excellence draw you out
• Professional appearance to convince the customer and to present Shopgate adequately - whether in writing, on the phone or in a personal appointment
• A collaborative spirit, and hands-on mentality, to help you achieve success, not just you, but the entire team
• Focus and problem-solving ability, as well as a sense for people and the assessment of the urgency of their concerns, in order to achieve as effective and targeted as possible great results
• BS / MS / MBA Preferred