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