Senior Customer Success Manager - Leiden, Dublin, Berlin

Job description

Do you get energy from helping others achieve their goals and joining in their celebration? Does working for an industry-leading software company with an innovative product, true work-life balance and lots of personal development opportunities excite you? If yes, you should read on!

We are looking for an experienced strategic SR Customer Success Manager (CSM) who understands the challenges and opportunities that eCommerce brands and retailers face and is excited to help them surpass their goals by getting the most out of the ChannelEngine platform! Through close partnerships, effective guidance, extensive knowledge of the business and strong interdepartmental collaboration, CSMs partner with customers to help them define goals that align with ChannelEngine's capabilities to accomplish their objectives. CSMs engage with customers to drive adoption of our solutions and expansion of the customers’ market opportunity by exploring their needs and leading them through an action-based success plan.

How you’ll make a difference:

As an effective Senior Customer Success Manager, you will partner with our customers to facilitate a continuous cycle of goal setting, action planning, adoption, and value realization. How you do that:

  • You will be responsible for the successful use of ChannelEngine by our clients and make sure they get the most out of our e-commerce marketplace SaaS platform,

  • You maintain and develop the relationship with the customer across multiple stakeholders up to and including C-level,

  • You pro-actively gather insights in the markets and businesses your customers are in and understand what opportunities and threats the customer can encounter,

  • You develop a growth plan together with the customer and coordinate accordingly,

  • You facilitate the collaboration with other departments in order to help clients reach their goals swiftly,

  • You analyze and monitor customers’ business and identify risks and opportunities,

  • You proactively give advice to customers based on analyses to help drive customer growth,

  • You monitor customer satisfaction and performance by measuring it periodically,

  • You are the voice of the customer in our product development by collecting and creating feature requests,

  • You will be in contact with marketplace partners and keep abreast of their developments,

  • You make sure you are in contact with the right stakeholders on clients’ side and know how to become a strategic counterpart for our clients,

  • You keep on top of your KPI’s to get insights on your performance and make data driven improvements.

Job requirements

What you’ll need

  • Minimum 8 years of relevant work experience as a Marketplace or Ecommerce manager, Customer Success Manager or an Account Manager,
  • Experience managing enterprise level key accounts/customers,

  • Commercial mindset,

  • Excellent stakeholders management skills,

  • Excellent analytical skills to help develop growth plans for customers,

  • Experience in an e-commerce environment ideally with Marketplaces,

  • Excellent communication skills in English, and preferably other languages.

What we can offer you

  • Our awesome company and culture! We are a young, vibrant and international company playing a leading role in the world of e-commerce and online marketplaces,

  • An interesting industry: marketplaces are booming, therefore our company is thriving,

  • Personal and professional development within a fast-growing, international company,

  • State-of-the-art tech: we work with the latest technologies, business models and tools,

  • Great colleagues to work with! We are a fun and energetic mix of people who enjoy the work we do and the people we work with,

  • Lots of freedom! Whether it’s being able to pick up your bright ideas straight away or developing growth plans with customers - you can develop your role,

  • Base yourself in our Leiden office or work remotely from Dublin or Berlin,

  • An attractive pension scheme and other benefits.

About ChannelEngine

ChannelEngine is a fast-growing, e-commerce SaaS solution. We help brands, retailers and wholesalers find millions of new customers by connecting them to the biggest marketplaces around the world.

Our story began in 2013 when it became undeniable that marketplaces were going to be one of the most critical components of the global e-commerce industry. We saw an opportunity to make these powerful platforms available to every business, and now ChannelEngine offers a complete, user-friendly, marketplace management suite with seamless integration, enabling businesses to expand their reach internationally. Our clients include Bugaboo, Hunkemöller, Brabantia, Bosch, JDE, and Reckitt, to name just a few.

ChannelEngine is growing at a rapid pace and currently covers channels in Europe, North- and Central America, the Middle East, and Asia-Pacific. Our mission is to cover the globe. For this, we need to expand our teams with adventurous and ambitious people who want to shape the world of e-commerce with us.
We are looking for candidates based in Europe who are able to take this role without any relocation and/or sponsorship support.