Director of Customer Success & Engagement
- Attract, hire and manage a team of talented Customer Success Manager, each of whom will manage 200+ accounts. You will be responsible for overall average monthly orders across all merchants
- Do active quarterly planning and forecasting and craft execution plans to hit the plans
- Serve as the escalation point of contact for any merchant escalation
- Lead strategy for segmenting merchants, assigning merchants to Engagement Managers and creating monthly goals for each segment
- Lead best practices to grow merchants business on marketplaces and Deliverr. Train the team on the best practices.
- Lead the effort for creation of content that helps merchants become more successful on marketplaces and Deliverr.
- Lead automated emails, webinars and other tactics to educate merchants on the platform and other tools they need to grow their business.
- Partnerships with other companies to build a healthy ecosytem of tools merchants need to grow their business.
- 7+ years of experience, ideally as a Director of Customer Success or Head of Account Management, Director of Product Marketing experience at an SMB startup
- Experience in attracting, hiring, training and managing a team
- GM Attitude - Strong bias for action to do what it takes to hit numbers. Align operations, engineering and data science team to drive initiatives that will help drive merchant success on Deliverr.
- Excellent consultative, communication, and problem solving skills
- Strong relationship building skills. Flexible and comfortable in the environment of a rapidly growing company
- Highly analytical, deep experience with reporting tools and ability to pull reports, analyze and get insights.
- Working knowledge and understanding of multi-channel online retail such as eBay, Amazon, Walmart or e-commerce fulfillment
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Comprehensive benefits for hard working teams.
You’ll have a tough challenge to tackle, so we make sure you’re covered!