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Customer Success Manager

Application Deadline April 25th

About Nextopia

We're an established Toronto based eCommerce company looking for a Customer Success Manager to join our team. We've got a great product with over 1,500 happy customers.

The Job In A Nutshell

As a Customer Success Manager (CSM) at Nextopia, your primary responsibility will be to support existing customers and help guide the implementation process for new customers. You will be responsible for helping our customers establish eCommerce best practices, properly merchandize their product offerings, and make the best use of the Nextopia's product suite based on their specific needs. Since you'll be the main contact point between Nextopia and our customers, excellent communication (phone and email) skills are vital to this role, as you will be constantly interacting with customers. Time management skills are also extremely important due to the high volume of requests and issues you'll be dealing with on a day-to-day basis.

Responsibilities

  • Train customers on how to use Nextopia's products
  • Ensure a smooth and timely implementation process for our customers
  • Monitor customer key performance metrics and conduct regular reviews to help customers improve their performance
  • Educate customers on industry best practices and product merchandizing
  • Respond to customer help requests
  • Liaise with development team to resolve customer issues
  • Build and maintain relationships with customer accounts and provide summary of the overall ‘health’ of the account and use of our services to other departments
  • Provide input to Sales and Marketing team on client requests for new features, products, or services

Must Have Skills / Qualifications:

  • Bachelor’s Degree with a minimum of 2 year work experience in a technical client services or technical implementation role
  • Outstanding interpersonal and communication skills (phone, email, presentation)
  • Experience guiding customers through a sales process, from pre-sale to post-sale
  • Excellent time management skills
  • Ability to multitask and properly prioritize initiatives
  • Experience working with multiple departments, including Senior Management, Sales, Marketing, and Development teams
  • Ability to explain and present technical concepts to non-technical customers
  • Must be able to work independently
  • Must possess impeccable organizational skills and a stringent eye for detail
  • Must maintain a positive, enthusiastic, self-starter attitude with an innate desire to meet and exceed expectations

Nice to Have Skills / Qualifications:

  • Knowledge of eCommerce
  • Knowledge of product merchandizing best practices
  • Familiarity with Search Engine Optimization
  • Understanding of XML, HTML and JAVA
Apply

* No phone calls and no web chats please!
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Referral Bonus
Know someone who would be a great fit for Nextopia? We offer a $300 referral bonus for any of our roles.
Send us a superstar resume and we'll send you your bonus the day they start.

Head Office 116 Sherbourne Street, Toronto, Ontario


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