Customer Success Consultant

To support this rapid adoption of the marketplace model, and take an active part in our growth, Mirakl is looking for a Customer Success Consultant to join the B2C team in London.

Your impact

The Customer Success Consultant B2C will be the strategic, business and functional referent for Mirakl B2C clients during their project and run phases.

During the project phase, he/she will:

• leverage Mirakl's proven project methodology to grasp our clients' vision and main challenges ensuring best practice compliance. Making sure that the right stakeholders on the client side participate in key workshops and are actively engaged.
• help our clients understand the Marketplace model and key success factors, define the right organization and anticipate the impact on the existing organization
• work closely with our clients to set up a sharp seller and customer strategy and implement the right KPIs to drive efficiently the Marketplace activity
• train our clients in the use and optimization of the platform and the onboarding process
• set up regular contact with our clients' main point of contact and make sure the project stays on track until the "Go live"
• Collaborate with other members of the Mirakl team to have the global vision, both Business and IT, and raise any problem/concern if needed.
• Conduct tailored workshops for our clients' key business owners – mainly C- level – to prepare for their successful Marketplace launch

During the run phase (once the Marketplace has been launched), the Client Success Consultant will:

• build customer centric action plans with every client and follow their post-implementation
• define and analyze the right KPIs to boost his/her clients’ performance
• set up and develop a tailored category and seller strategy:  seller selection and profiles, product priorities, etc.
• provide strategic and relevant recommendations and growth drivers to the Marketplace teams and C-levels
• Select relevant Mirakl latest product features and formulate tailored recommendations for functional adoption.
• share case studies and data that can be useful to the client
• analyze new e-commerce and B2C digitization trends and do benchmarks on the leading Marketplaces in the world.

Requirements

• Ideal candidates should hold a Master’s and/or Bachelor's degree in Business, Management, or Finance.
• 2 to 5 years of experience, either in a business function within an e-commerce company or business unit, within an existing online marketplace, or as a consultant in a management consulting firm, or client success in a B2B Enterprise SaaS, digital commerce or procurement transformation role in a B2B international organization
• Solid oral, written, presentation, communication, and relationship skills
• highly business-driven with strong analytical skills who thrives in fast-paced dynamic environments
• Fluency in English is required, and any additional European languages would be a valuable asset for international expansion.
• Dynamic, autonomous, proactive personality, paying attention to detail and enthusiastic for challenges
• Appetite for the product and its functionalities, e-commerce and marketplace, digitization
• The ideal candidate for this position would be based in London and adhere to our hybrid work policy, which entails spending 3 days in the office and choosing 2 days per week to work from home.