Client Services Manager - 866682

Jayce Grayye Consulting is seeking an experienced Project & Client Services Manager for one of our clients! They are a B2B eCommerce solutions business that provides a SaaS B2B eCommerce platform combined with a Marketing Growth Agency that helps distributors and manufacturers better capitalize on traditional and digital sales channels. The company serves a variety of global B2B markets including, business supplies, medical, electrical, plumbing, industrial, welding, gas, and safety. 

They are the number #1 B2B Commerce platform provider in their space. They have an incredible SaaS solution that is winning with B2B distributors and manufacturers. Their prospects range in revenue from $3 million to $700 million. They started in the U.K. and they are experiencing massive growth in North America. They have an awesome team culture that's informal but hard working.

Structure & Compensation:

• Full Time & Fully Remote
• 60,000 - 70,000 USD Per Year (Depends on Experience)

What they offer: 

• Choose where you live – Canada or USA
• The chance to be part of something extraordinary.
• Attractive vacation & benefits. 
• MOST IMPORTANTLY – their philosophy is “we are a team and we care about each other”.

Responsibilities:

Customer Support:

• Provide outstanding phone, email, and chat based technical support to their customers in a fast-paced environment.
• Provide extraordinary support to their ever-growing customer base with your unsurpassed customer service problem solving capabilities.
• Develop solutions and utilize best practices for improving customer satisfaction and creating lifelong promoters of their brand.
• Communicate with the management team and developers to improve product functionality and resolve issues.
• Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices.

Customer implementations:

• Participate in pre-sales customer discussions to shape solutions to critical unique requirements.
• Partner with customer teams to develop and execute plans and provide timely updates on critical milestones.
• Own delivering project plans and business requirement documents to lead customers and partners to a successful launch within scope and on schedule.
• Achieve and surpass customer business requirements and timelines to successfully launch stores for ES Tech Group’s diverse customer base.
• Work with external partners as required to deliver website designs, ERP integrations, punchouts, etc.
• Work with internal stakeholders including sales, solution architects and developers.
• Overcome customer obstacles by facilitating communication and advocacy with internal stakeholders.
• Provide best in class service reflected by NPS survey scores and contribute to high customer retention rates.
• Acknowledge all customer requests within standard service level agreements (SLAs), set expectations for resolution and resolve within agreed time frame by collaborating with internal teams across the organization.
• Maintain professional communication and deliver world-class service.

Requirements:

• Must have experience in eCommerce, ideally B2B
• Broad technical competency is a must
• Prior experience supporting or running an eCommerce solution
• Experience with system and data conversions
• Awareness of Product Information Management (PIM) solutions
• Awareness of systems integration technologies (API’s, cXML, etc.)
• Ability to read or edit within at least one web language (HTML, CSS, Javascript, etc).
• An inquisitive mind with a passion to learn and gain a deep understanding of their eCommerce solution.
• SaaS experience preferred.
• Experience in a customer-facing, service-oriented role is required; experience in a phone, email, and chat-based technical support or customer service contact center preferred.
• Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation.
• Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers.
• Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally.
• Bachelor's degree in computer science, business, management information systems, desired.
• Minimum 3 years of experience in customer implementation and project management within a fast-paced technical environment required.
• Diligent time management
• Able to work well with technical and non-technical team members at various levels ranging from support to development.
• Be confident and provide feedback to management that results in greater efficiency.
• An ability to be flexible as well as a strong aptitude to adjust to change.

Do you have what it takes?

• An ambitious customer success superstar.
• Engaging communications style, including empathy, with our Customers and Partners.
• A passion for gaining a deep understanding of our product and customers.
• Hands-on doer who takes the initiative and personally makes things happen.
• Experience with end-to-end B2B eCommerce best practices, rich product content and catalog management, search, payment gateways, complex pricing models, API’s, ERP integrations, punchouts, etc.
• Ideally with experience in one of the following distribution Industries – preferably in some of the following verticals - Electrical, Industrial, HVAC, Plumbing, Gas & Welding, Business Supplies, JanSan.
• Awareness of Manufacturer, Wholesaler, Distributor, and Buying Group relationships.
• You will create lifetime customers and relationships.
• Skilled in project management and multitasking work activities.
• You always act with the highest integrity and respect for others.

Position: Remote, USD, Ecomm/SaaS, Benefits, Client Success Manager