Senior Customer Success Manager

hace 1 semana

Madrid, España Rithum A tiempo completo

Rithum is the world's most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimise operations across channels, scale product offerings and enhance margins.

Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimised consumer shopping journeys from beginning to end.

**Overview**

The Senior Customer Success Manager role is a strategic role dedicated to our largest clients. The Senior Customer Success Manager will be expected to expand and grow accounts and will deliver tailored strategic value to each customer. This role will work with the assigned Senior Account Executive on each account to drive maximum success. They will network across their account and identify and speak with multiple stakeholders. A Senior Customer Success Manager exceeding here will form contacts in procurement and finance as well as different personnel related to our services/products.

The Strat CSM will ensure all assigned customers achieve maximum value from Rithum and will be measured on:

- Customer retention
- Customer growth
- Customer goal attainment

**Responsibilities**
- Proactively discuss with Strategic level clients their account performance and deliverables, relevant opportunities as well as any risk and contractual matters
- Understand clients key e-commerce & strategic goals and facilitate conversations connection those goals to Rithum's products and services
- Identify key contacts, decision makers and executives for Strategic client base
- Deep understanding of all Rithum products and ensure all accounts are utilizing all the appropriate features in the Rithum for Brands software
- Conduct regular calls with main account point of contact to review the monthly business report and capture any changes, concerns and highlight any opportunities
- Coordinate the preparation and delivery of a 'branded' account update to wider account stakeholders
- Coordinate and co-own Business Reviews with the Senior Account Executive
- In collaboration with the Senior Account Executive, manage and develop a long-term growth plan that is aligned with each customers' wider business goals and leads to mutual success
- Salesforce Hygiene, keeping all relevant fields updated for each account/asset
- Prioritise and manage customer expectations accordingly
- Talk to all products in the company suite and be able to identify opportunities to leverage other solutions and services where applicable.
- Proactively identify common causes/themes for churn and commercial impact.
- Capture each customer's goals for the year and prepare a mutual success plan based on that feedback. This will be monitored and amended throughout the customer journey
- Actively discuss advocacy opportunities with customers on a regular basis
- Effectively work alongside other departments - including Sales, Renewals, Managed Services, Finance, Product & Support - to ensure client success

**Qualifications**

Minimum Qualifications
- Strong eCommerce experience
- Strong knowledge and experience in reporting and analytics
- Strong customer-facing acumen and communication skills
- High proficiency with Salesforce
- Excellent organizational & presentation skills
- Able to build relationships and work across many cross-functional teams; able to manage multiple engagements and priorities at once
- A strong customer service orientation and the ability to form long-term customer relationships
- Passion for helping customers realize value through implementation and consulting services
- Ability to learn technical concepts, translate them to business solutions, and deliver results
- Ability to translate customer goals into structured work that results in customer value
- Digitally-savvy and informed on trends and technologies in the digital space

Preferred Qualifications
- 5+ years experience with Enterprise Brands and providing consulting and strategic direction to executive contacts
- 5+ years of technology implementation and consultation, management consulting, product management, or customer/account management experience
- Previous experience in at least one segment of online shopping/marketing channels, such as Marketplaces, Search or Comparison Shopping is a plus (preferred)

**What it's like to work at Rithum**

When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you a

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