Customer Success Manager

Description

About Us:

Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.

Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore valuesare what drive and unite us across the globe.

About the Role:

The vision and mission of our CEO, Dave O’Flanagan, is to create a legendary customer journey where our customers are the number one priority and receive an unparalleled service. In this role you will be instrumental in navigating Sitecore to an unprecedented level of customer success and to scale the organization for growth, adoption, and triumph within a portfolio of top tier customer accounts.

In addition, you are a cross-functional hero! You will work closely with the Sitecore ecosystem including account executives, marketing, and product specialists to develop new value propositions, build awareness and reveal new growth opportunities. You will drive business value and outcomes for our customers, by leveraging Sitecore’s product and services in concert with their strategic business goals. Your strong problem-solving skills and organizational awareness, make you capable of intervening where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.

What You’ll Do:

• Conduct regular reviews and proactively monitor customers’ eCommerce site
• Regularly provide analytics and insights on improving performance and experience metrics
• Serve as an advocate, functioning as a liaison between customers and Eng/Product teams
• Provide education/training on Sitecore Discover’s console to customers
• Plan and execute outbound customer communications and service customers inbound requests
• Ensure that customers move positively through the customer lifecycle and receive the support they need to achieve their marketing objectives
• Team up with customer’s partners and other team members (technical and marketing consulting/ sales executives /product engineering services/customer support) to be sure mutual objectives are met in their success plans
• Communicate consistently with customers throughout the customer lifecycle, escalating important issues where needed
• Manage customer expectations, keeping clients satisfied and expectations realistic
• Guide customer success through a thorough understanding of customers’ marketing maturity, business priorities, and success metrics and evangelize the Sitecore vision and product roadmap

What You Need to Succeed:

• At least 2 years of experience in a client-facing role where you excelled to build customer relationships, and managed technical projects in a high growth e-commerce SaaS, or managed services company
• Passionate, knowledgeable, and experienced with digital marketing technologies especially in Product Recommendations and Search
• Thrive to deliver a consistent world-class customer service
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster partnership
• Self-motivated, team-oriented,  responsible, and focused on exceeding customer expectations
• Strong organizational, presentation, and communication skills

Additional Skills That Could Set You Apart:

• Skilled at program management within large organizations, helping to effectively inspire, and evangelize change across groups by engaging key partners
• Demonstrated ability to deal with change and excel in high-stress situations
• Bachelor’s Degree and/or relevant work experience

Why You Should Click ‘Apply’:

Sales and Customer Success are the key to our success! We are tapping into an exciting $30B market opportunity that is still very much in its infancy and feel It’s never been a better time to join Sitecore. Growth for us means growth for you and your career.

Great team and company culture! You can find out more about our company culture in the Sales and Customer Success team and our commitment to creating a diverse and inclusive workplace, on our YouTube Channel. Thanks to the work of every employee globally, Sitecore has been recognized for award-winning Culture by Comparably.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.