客户成功经理

Relay Commerce is building a portfolio of software solutions to help merchants scale e-commerce and simplify their marketing tech stack. Powered by a centralized customer data platform, Relay’s suite of software tools allows merchants to automate key revenue generation workflows to drive organic growth and increased profitability.


 



The Relay ecosystem currently consists of seven software products that accelerate merchant revenue growth through email marketing automation, user generated content management, on-page conversion optimization, retention analytics and bookings management. Relay’s products are established as key tools in the SMB e-commerce revenue generation stack, servicing more than 35K customers globally that collectively generate >$1BN in GMV annually.


 



Relay is actively building the ecosystem by acquiring commerce enablement tools primarily serving e-commerce merchants on platforms including Shopify, BigCommerce, and Wix. Relay acquires ‘ready to scale’, oftentimes bootstrapped businesses, and invests in people, processes, and products to accelerate the product roadmap and growth.


 



关于该职位


 



The Customer Success team is the first line of contact for our merchant customers, and the Customer Success Manager (CSM) role is the key to leading the team to help merchants minimize the time it takes to see positive ROI from Relay’s products. 




The Customer Success Manager oversees a team of Customer Success Specialists (CSS), who are product experts and problem solvers. The Customer Success Specialists help train customers on how to set up workflows in the product, and help users troubleshoot issues and overcome roadblocks. 




The Customer Success team interacts with customers day-to-day, and has significant responsibility as the voice of the Relay team. Every team member, from CEO to CSS, strives to project a positive, helpful, and professional image. 




The manager role helps train the Success team and manage team KPIs. Finally, the CSM role helps inform product development by proactively contributing insights from customer interactions that close any gap between product features and customer needs.


 



关于产品


 



Peel Insights is a retention data analytics platform for seven-figure and larger D2C and e-commerce brands. It helps data-driven and customer-obsessed D2C brands by providing insights that improve retention, boost LTV, and increase repeat revenue.


 



Peel powers customer and retention data analytics for hundreds of Shopify and Shopify Plus brands. D2C brands not on Shopify can also use Peel seamlessly.




主要职责





 
确保所有合格客户都能看到投资回报。
 
制定和执行与公司目标和目标一致的客户成功策略。
 
从客户处收集产品反馈，并与产品团队合作，确保客户需求得到满足。
 
负责客户保留和增长，包括合同续订和识别 upsell 和 cross-sell 机会。
 
跟踪客户指标，如产品使用情况、参与度和满意度，以确保您的业务组合得到优化管理。
 
确保客户数据准确、最新且安全。
 
作为“客户之声”，向产品和营销团队提供反馈，以了解我们如何更好地服务客户。
 
持续了解行业、市场和产品，以保持最新并提供最佳可能的支持和咨询。




成功的关键特质





 
组织能力：CSM 能够建立流程和框架来管理客户成功专家。
 
主人翁意识：CSM 对建立客户成功职能并随着团队一起成长以建立一流的客户成功组织感到兴奋。
 
用户至上心态：经理首先了解用户需求来解决问题。您痴迷于帮助 Relay 的商家更好地完成日常工作。
 
同理心：经理能够有效地站在用户的角度，向开发者、产品经理、营销人员和首席执行官阐述他们的需求。
 
跨职能协作：经理能够与内部团队（产品、营销、领导层）协作，有效地在内部传达客户需求，并在外部传达产品和营销功能。
 
问题解决者：经理能够以逻辑和结构化的方式处理问题；可以帮助客户构思解决方案，或知道何时将请求提升到技术支持。
 
强大的沟通能力：经理是一位专注且积极的倾听者，能够以积极的语调向客户解释和互动。
 
积极主动：勇敢地