Introduction to blithequark and the Consumables Category
At blithequark, we are revolutionizing the way businesses operate and grow in the digital age. As a leader in e-commerce and retail, we are committed to providing our Sellers with the tools, resources, and support they need to succeed. The Consumables Category is a critical part of our business, encompassing Health & Personal Care, Pets, Grocery, Beauty, Premium Beauty, and Baby products. As a Strategic Customer Success Manager for Consumables, you will play a key role in driving business growth and Seller satisfaction in this category.
Job Overview
The Strategic Customer Success Manager is responsible for shaping the future of our program and driving business growth for our most influential Sellers. In this role, you will own building and executing strategic joint business plans with your Sellers, collaborating with them to explore innovative ways to identify and execute new selection, merchandising, traffic, and conversion drivers, and operational improvement opportunities. You will be the trusted advisor and business advocate for your Sellers, delivering timely, accurate, and professional operational support and driving optimal program and Customer Success Manager satisfaction.
Key Responsibilities
- Drive business growth for your assigned portfolio of Sellers by providing customized insights and recommendations, educating them on relevant tools, products, and services, and delivering a positive experience with our program.
- Analyze data and trends to identify, action, and/or influence long-term opportunities to maximize potential for your Sellers.
- Act as a strategic and influential partner for your Sellers, proactively seeking out new opportunities for customers and Sellers, and creating tailored solutions and recommendations where out-of-the-box thinking is necessary.
- Lead business strategy development and design long-term account plans, collaborating effectively with cross-functional teams and your Sellers to find joint areas of opportunity to drive customer success with blithequark.
- Possess the ability to manage and deliver against complex account goals where strategy is not defined, making tradeoffs between short-term customer needs and longer-term strategic investment.
- Implement and track metrics to record the success and quality of your portfolio of Sellers, using these metrics to guide your work and uncover hidden areas of opportunity.
Seller Relationship Management
- Build effective working relationships with your Sellers, being a trusted advisor and business advocate.
- Deliver timely, accurate, and professional operational support to all Sellers in your portfolio within a specified SLA.
- Drive optimal program and Customer Success Manager satisfaction.
- Liaise with other partner teams and coordinate cross-functionally to resolve Seller issues and questions quickly with high quality.
- Play a "consultant" role with oversight of key strategic activities that are underway for the Seller, following up, escalating, and clearing blockers as appropriate across multiple organizations.
- Advocate as the voice of the customer internally, using data and anecdotes to drive prioritization and deliver value across a larger customer set.
Program Process Excellence
- Act as a thought leader in defining success criteria and understanding business needs of Sellers in an ever-changing business environment.
- Improve team efficiency and optimize previously defined processes, managing initiatives, delivering critical solutions, improvements, and mechanisms by working independently across teams.
- Assist with the definition and design of tools, standard operating procedures, and processes of Seller Services.
- Identify, quantify, and define feature enhancements and new products to improve blithequark product based on customer feedback, data analysis, and feature gaps with competitive products.
- Aggregate themes and data to advocate to function as Voice of the Seller with owning teams to address opportunities at root cause level, keeping their relative experience at the forefront of decision making and design.
Essential Qualifications
The ideal candidate for this role should possess:
- 6+ years of professional experience in Corporate Retail, Buying, Merchandising, Planning, and/or relevant experience within Customer Success, Account Management, Management Consulting, Sales, Marketing, and/or E-Commerce.
- Bachelor's degree or equivalent.
- 5+ years of professional experience developing and leading teams while driving organizational goals.
- Experience building customer relationships, identifying business opportunities for clients, and increasing adoption and utilization of company products.
- Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
- Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams.
Preferred Qualifications
Preferred candidates will have:
- MBA/Master's Degree.
- E-Commerce experience.
- Retail experience.
- Strong attention to detail with a proven ability to effectively manage multiple projects and priorities in an ambiguous, fast-paced/deadline-driven environment.
- Able to root cause issues and identify scalable solutions to address.
- Experience with partnering cross-functionally to drive results, including continuous improvement initiatives (process improvement techniques such as Kaizen, Lean Manufacturing, Six Sigma, PDCA, DMAIC).
- 7+ years of experience in account management, marketing, buying, or customer success delivery in related industries like retail, telecom, technology, or hospitality.
- 3+ years of negotiations experience.
- Experience using analytical, sales, and productivity tools, including Oracle Business Intelligence, Salesforce, Microsoft Excel, Microsoft OneNote, and Microsoft SharePoint.
- Demonstrates creative problem-solving by adapting frameworks or existing best practices to solve problems in a unique way.
- Strong proficiency in analytics tools, including Microsoft Excel and SQL.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Strategic Customer Success Manager, you will have access to a range of training and development opportunities, including:
- Professional development programs to enhance your skills and knowledge.
- Leadership development opportunities to help you advance in your career.
- Access to a network of experienced professionals who can provide guidance and support.
- Opportunities to work on high-impact projects and initiatives that can help you build your portfolio and demonstrate your capabilities.
Work Environment and Company Culture
At blithequark, we pride ourselves on our inclusive and dynamic work environment. Our company culture is built on a set of core values that include:
- A commitment to customer obsession.
- A focus on ownership and accountability.
- A willingness to innovate and take risks.
- A dedication to excellence and high standards.
- A passion for learning and development.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package that includes:
- A base salary range of $99,500/year to $212,800/year, depending on location and experience.
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
- A full range of medical, financial, and/or other benefits.
- Access to a range of perks and discounts, including employee discounts, fitness classes, and on-site amenities.
Conclusion
If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Strategic Customer Success Manager position at blithequark. As a member of our team, you will have the opportunity to work with a talented and dedicated group of professionals who are passionate about delivering exceptional customer experiences. Don't miss out on this opportunity to join a dynamic and growing company and take your career to the next level. Apply today!
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