Position Overview:
We are seeking a passionate and results-driven Client Success Manager (CSM) to join our growing team working in a hybrid role working from our Drogheda, Ireland office 3 days per week. This role is responsible for building and maintaining strong relationships with our Digital Commerce clients across the EMEA region, ensuring they achieve maximum value from our solutions and drive long-term partnership success. As a CSM, you will act as a strategic advisor, advocate, and point of contact for your assigned clients, working collaboratively across internal teams to ensure a seamless experience.
Responsibilities:
1. Client Relationship Management:
- Own and manage a portfolio of Digital Commerce clients across the EMEA region, driving customer satisfaction, adoption, and retention.
- Gain a deep understanding of clients' business goals, objectives, and challenges to provide strategic guidance and support.
- Serve as a trusted advisor by guiding clients on product usage, best practices, and optimization strategies.
- Conduct regular business reviews to track progress, showcase ROI, and identify opportunities for growth or improvement.
2. Customer Success:
- Collaborate with clients to define success metrics and key performance indicators (KPIs) to track and measure the value they receive from our products or services.
- Provide training, guidance, and ongoing support to clients to ensure they maximize the use of our products or services.
- Monitor health indicators and usage trends to anticipate risk and implement success plans where needed.
- Proactively identify and resolve client challenges, partnering with internal teams including Support, Product, and Services as needed.
- Support contract renewals and expansion opportunities in collaboration with the Sales and Finance teams.
3. Cross-functional Collaboration:
- Collaborate closely with the Sales Team to ensure a smooth transition from the sales process to post-sales implementation and support.
- Collaborate closely with the Services Team to ensure a smooth onboarding (Services implementation) process, sharing knowledge and best practices to set the client up for success.
- Work closely with the product team to provide client feedback and insights to inform product development and enhancement efforts.
- Coordinate with the customer support team to ensure timely and effective resolution of client issues.
4. Client Advocacy:
- Serve as the voice of the client within the organization, advocating for their needs and requirements.
- Champion the value and benefits of our products or services to clients, helping them understand the impact on their business.
- Identify opportunities for client testimonials, referrals, and references to support sales and marketing efforts.
Key Targets/Metrics for 2025:
- Expand Meaningful client coverage
Connect w/all assigned Digital Commerce clients to drive adoption
- Client Meetings
Target 10 client meetings scheduled per week
- Client Value Stories
Target 10 Client Value Stories each quarter
- Product Enhancement Opportunities
Create opportunities to improve product experience
- Client Renewals
Reach out to all assigned clients 90 days ahead of renewal to schedule a meeting
- Close feedback loop with all EMEA client NPS/CSAT survey responses
Promoters –
- Identify potential Client Value Stories
- Identify potential to be referral, provide testimonial, promote Experlogix relationship
Detractors –
- Identify product enhancement opportunities
- Identify bottlenecks/issues and work to improve relationship and product satisfaction
Qualifications:
- 3+ years in a client success, account management, or similar client-facing role, ideally within the Digital Commerce or SaaS industry.
- Passion AND strong understanding of eCommerce business operations from a business and client perspective, ideally in a B2B or Wholesale/distribution environment
- Strong understanding of the EMEA market and ability to build relationships across diverse regions and cultures.
- Exceptional interpersonal and communication skills, with the ability to build rapport and establish trust with clients.
- Strong problem-solving and critical-thinking skills, with the ability to understand complex client needs and provide effective solutions.
- Ability to work independently, prioritize tasks, and manage multiple client relationships simultaneously.
- Demonstrated ability to collaborate and work effectively with cross-functional teams.
- Strong technical acumen: ability to learn technical products quickly and work effectively with both technical and non-technical teams.
- Demonstrated experience with Microsoft Dynamics 365, Salesforce, CRM, ERP or similar software
- Bachelor's degree preferred but not required
If you are a highly motivated individual with a passion for customer success and thrive in a fast-paced, technical, dynamic environment, we would love to hear from you! Join our team as a Client Success Manager and help drive our clients' success while contributing to the growth and success of our organization.
