As a CSM at Triple Whale, you will focus on and support our ecommerce stores and/or our agency clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.
Responsibilities
As a CSM at Triple Whale, you will take ownership of relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. In addition, you will:
* Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
* Revenue and renewal forecasting
* Understand customers’ goals, and implementing tailored success plans
* Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
* Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
* Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges
* Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
* Lead and present at client meetings, both in-person and over video conference
* Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
* Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
* Contribute to the continued development and improvement of the Triple Whale Customer experience
Qualifications
* Ability to work PST hours
* Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment
* Ability to thrive in a dynamic, fast paced startup environment
* Superb written and verbal communication skills
* Quick learner
* Flexible, embraces change and new responsibilities
* Excellent computer skills and tech savvy
* Service-oriented, passionate about providing top notch service to our clients
* Detail-oriented, capable of handling multiple responsibilities at once
* Positive attitude, empathy, and high energy
* Loves working on a team
Applications without a cover letter will not be considered
What We Do
All your data in one easy-to-use dashboard. We’re building the operating system for eCom.
