Client Success Manager

About Us:
Cart.com is an ecommerce software and services company on a mission to democratize ecommerce and give digital merchants the freedom to grow. We are integrating all the pieces of the ecommerce value chain brands need to thrive, creating a truly end-to-end Ecommerce-as-a-Service platform that helps third party brands move faster, grow more quickly, and deliver on their promises more completely.

FBFlurry, now a Cart.com company, is hiring a Client Success Manager in Dallas, TX. Our talented, dedicated team of Client Success Managers (CSMs) are the connective tissue between our clients and our operations teams on the ground floor. The right CSM helps bridge the gap between both sides to deliver a better experience for everyone.
We’re looking for someone who is a rock star listener and communicator with a knack for knowing how to prioritize their workload. They are capable of track-switching between multiple tasks and are comfortable operating in an ever-changing environment. They easily connect and relate with others and can use that skill to influence outcomes.
If listening to clients share how we can improve sounds like it might stress or burn you out, or you don’t like dealing with change, this role is not for you.
If you’re still interested, here’s a look at what you’ll be doing every day.

Responsibilities:

• Create a comprehensive strategic account plan
• Communicate clear expectations for our clients and operation teams that serve both group’s goals
• Work with our operations team to identify and resolve issues on behalf of our brands
• Connect with our clients and get to know the people behind the brands we serve
• Proactively find ways to better serve our clients through other Cart services
• Understand client contracts and interact with client management
• Be the point person with clients on escalated issues
• Collaborate with CSM leaders on ways to make our CSM team better and more efficient
• Coordinate new programs with current clients in a timely and cost effective manner
• Monitor contract adherence
• Review reports and invoicing for accuracy, reasonableness and completeness and flag issues as needed
• Prepare reports and presentations for clients and ops as needed

Knowledge/Skills/Abilities:

• Exceptional interpersonal and communication skills, both verbally and in writing
• Excellent prioritization and project management skills
• Ability to handle multiple tasks
• Excellent problem solving skills
• Adaptable to change
• Ability to work independently
• Ability to remain calm and tolerate stress
• Excellent organization skills
• Strong analytical skills
• Excellent computer skills
• Detail oriented
• Sense of urgency
• Ecommerce knowledge and experience
• Retail business knowledge and experience
• Diplomacy and the ability to influence outcomes

Experience:

• 3 to 5 years related Customer Success / Account Management work experience; e-commerce experience a major plus
• Experience developing strategic plans across an account set
• Prior success working across multiple teams and service offerings supporting client journey from onboarding to renewal and the day-to-day in between