Sr. Client Success Manager

Client Success Department — Full-time — Manager

Short Term Goals

  • Successfully drive the new product launches on Amazon, Walmart, and other online marketplaces
    *Ensure effective launch plans
    *Ensure effective keyword, competitor, and pricing strategy
  • Oversee the product catalog of multiple online Sellers – mainly Amazon and Walmart. This covers sales performance, advertising & marketing, keyword indexation, stock level, ratings & reviews, conversion rate, margins, and others
  • Oversee marketing strategies to ensure account revenue growth and profitability
    *Amazon and Walmart Advertising such as sponsored search, sponsored brands, sponsored display, Amazon DSP, and others
    *Campaigns & Promotions such as virtual bundles, frequently bought together, coupon codes, subscribe & save, and others
    *Quarterly initiatives that outline account growth objectives, tactical activities, and marketing spend
  • Collaboratively work with department heads to ensure they are supporting the account’s revenue growth. This includes but is not limited to the following:
    *Supply Chain when it comes to inventory forecasting and planning
    *Content & Branding when it comes to listing creation & optimization s3
    *Operations when it comes to account and listing issues
    *PPC Team for ad campaigns
  • Analyze account reports and create actionable plans to ensure the success of the accounts managed
  • Submit weekly, monthly and quarterly reports to the team, Management, and clients showing account success
  • Communicate directly to the clients for all marketing & advertising related discussion
  • Initiate and oversee open items email for your respective client accounts on a weekly basis

Long Term Goals

  • Must help clients realize the value and build brand reputation
  • Onboards new potential clients, making them focus on what they need from the deal and how they can benefit, in the long run
  • Retain clients by helping them identify growth opportunities and enabling them with the knowledge that makes them believe in the company’s value propositions
  • Curb the client churn rates by following up with clients that do not respond
  • Maintain empathetic relationships with clients to make clients feel they are the center of the business
  • Must draw actionable insights from the data to maintain quality of client’s experience
  • Continuously find ways of upselling and cross-selling to increase client’s portfolio growth
  • Run periodic client health checks to ensure the client is happy or at least be prepared for a situation where the client is unhappy
  • Create client advocates in order to spread positive word of mouth
  • Ensure all of the client’s complaints, requests or issues are addressed and communicated well through the team
  • Must be the guide for all services that are being provided
  • Keep abreast with Amazon, Walmart, and other marketplaces trends; actively participate in community and group discussions to ensure that you and your team acquire the latest knowledge and updates
  • Actively contribute to building department SOPs to improve efficiency and performance

Job Requirements

  • Excellent communication skills both oral and written
  • Excellent project management skills
  • Proven track record in launching and managing products on Amazon or Walmart is a MUST
  • At least three (3) years experience as a Category Manager, E-Commerce Manager, Product Manager, Marketing Manager, or a similar role is a MUST
  • Experience in Amazon PPC and Amazon SEO is a MUST
  • Experience handling a team of 5 or more
  • In-depth knowledge of Amazon, Walmart, and other online marketplaces is a MUST
  • Tech Savvy
  • Analytical, strategic thinker, and highly creative
  • Attention to detail is a MUST
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