05 Jan
Apex Systems
Toronto
Enterprise Customer Success Manager
Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Customer Success Managers with experience in in-store hardware & software as well as Project Management experience to place as our client.
Start date: ASAP.
Office Location: remote/Liberty Village, TOR
Travel to client site within North America required
Hybrid: preferred on-site on a weekly basis if applicable
Application Process: It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to Eric at ***********@apexsystems.com.
Job Description:
OVERVIEW
Our Client is hiring an Enterprise Customer Success Manager, specializing in AI shopping carts, to help support and grow grocery store rollouts. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of product offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics, and engagement strategies throughout the customer lifecycle.
ABOUT THE JOB
1. Develop and lead the pilot and scaling strategy for a portfolio of retail partners leveraging AI shopping cart technologies.
2. Collaborate with Business Development, Enterprise Solutions, and Product teams to execute on and help create playbooks, data points, tools, and resources to educate and encourage the piloting and scaling of AI shopping cart usage on the platform.
3.
Be a subject matter expert of AI shopping cart in-store experience and how it interacts with and augments Our Client’s other enterprise offerings, and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform.
4. Help develop partner-facing collateral and lead presentations to external audiences to evangelize AI shopping cart offering, including demonstrations of the suite of enterprise products and services.
5. Establish a deep understanding of Our Client's business operations, including internal processes, functional group strategies, and competitive landscape context.
YOUR DAY TO DAY
1. Strategic Planning: For each retailer in your portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how Our Client’s AI shopping cart offerings play a role in those initiatives.
2. Evangelize the AI shopping cart value proposition:
Build and maintain strong relationships across multiple internal and external client stakeholders.
3. Manage senior-level (VP/Director) client relationships in partnership with the Account Management team.
4. Develop, advise, and monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how Our Client’s AI shopping cart products are performing for retailers.
5. Become a subject matter expert (SME) on Our Client’s retailer-facing suite of products and be proactive in how clients can leverage it to grow their business.
6. Provide expert consultation to clients leveraging your knowledge of the Enterprise solution set including:
- Development of the onboarding/training process for Enterprise retailers joining Our Client’s platform.
- Development of collateral and training materials to support education of new quarterly feature releases.
ABOUT YOU
- 5+ years previous Customer Success or other relevant experience.
- Prior experience should focus on enterprise and/or SaaS.
- Strong project/program management skills.
- Technical acumen to allow effective articulation of Our Client’s Enterprise capabilities & offerings highly preferred.
- Experience working with hardware highly preferred.
- Experience with grocery, operations, or logistics highly preferred.
- Excellent communication skills with the ability to distill complex issues.
- Comfort with large data sets and ability to extract business insights from analysis.
- Comfort with ambiguity and a rapidly evolving business landscape.
- Solid stakeholder management skills, both for internal and external stakeholders.
- Quick communication response times.
- Ability to manage across functions and present to leadership.
- Creative problem-solver.
- Positive, energetic, and influential relationship builder.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership,
or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website
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