Bentonville, AR
Full-time


Content Analytics is the leading eCommerce Product Optimization Platform. Our SaaS product recommends content optimization for the product pages of major retailers and their suppliers. Cloud-based analytics are applied to millions of products across a myriad of eCommerce sites to improve content, reduce out of stock rates and optimize prices. Clients can update their content and syndicate it to Amazon, Walmart, Target and other retailers. Current customers include many leading brands around the world, including P&G, Mattel, Clorox, Samsung, L’Oreal, Levi’s and Walmart. The company is based in San Francisco, CA with remote team members across the United States.

The Customer Success Manager (CSM) will partner with and ensure the long-term success of Content Analytics’ Inc customers. This position will serve as a key business contact for the customer. Will be responsible for overall customer retention and re-acquisition, as well as coordinating efforts to impact customer satisfaction and identify upsell opportunities. The CSM will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of Content Analytics’ Inc solutions according to the customer needs. The CSM must have a strong understanding of our Customers’ business objectives and the ability to identify and articulate how our solution supports achievement of the customers’ strategic business goals. The CSM will also require the ability to manage their own time as this is a remote work-from-home position.

Responsibilities

  • Work with customers to increase adoption and utilization and manage customer retention efforts and contract renewals
  • Drive continued value of our products and services
  • Troubleshoot issues when appropriate, escalate as needed, and follow up promptly to ensure customer satisfaction
  • Solicit and share customer feedback with internal departments to assist with product development
  • Work to identify and/or develop upsell opportunities for the sales team
  • Facilitate the resolution of customer needs/issues cross-departmentally as required
  • Help the customer optimize the utilize their existing products, demonstrating features beyond core functionality
  • Identify opportunities for additional sales and assist in closure as needed
  • Build strong relationships with internal teams to ensure fast resolution and collaborative processes
  • Other duties as requested and/or determined

Requirements

  • 1-3 years of experience with analytics utilizing excel
  • 1-2 years of experience in ecommerce with a major retailer
  • 1-3 years working with a SaaS company is a plus, but not required
  • Bachelor’s degree, or equivalent combination of education and experience in a related field
  • Experience working with multiple clients
  • Experience managing client expectations and communicating with executives
  • Startup experience is a plus, but not required
  • Knowledge of Microsoft Office suite (MS Word, MS Excel)
  • Experience with Salesforce, Client Success or other CRM is a plus, but not required
  • Experience working with Jira or related support system
  • Familiarity working with customers of all sizes
  • Excellent customer service skills
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • Good time management skills and self-motivated
  • Good analytical, problem solving and conflict resolution skills

Travel

  • 10%-30% depending on the need of clients

Benefits

Comprehensive health insurance available (medical, dental and vision).

Our team consists solely of highly motivated, driven professionals who don’t need arbitrary restrictions, so there are no set limits on total days off, so long as elite production expectations are continually met. We are building an environment where each other’s working and focusing hours are respected. Focus when you need to, respond attentively and be courteous of others and their need to focus.

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