What are the responsibilities and job description for the Client Success Manager (CSM) position at Cart?
Cart.com Overview:
We're a leading commerce enablement company driving growth for thousands of B2C, B2B, and public sector organizations.
Our enterprise-grade software, services, and logistics infrastructure empower merchants to navigate the complex operating landscape and drive efficient growth.
Our Core Values:
- Be Brand Obsessed: We obsess over the brands we serve and care about their needs.
- Think Beyond the Box: We create creative solutions to complex problems.
- Don't Give Up: We learn from challenges and see them as great building blocks for our brand story.
- Speak Up: We communicate clearly and directly because we care deeply.
- Work Together: We've built a diverse team that prides itself on collaboration.
- Remember to Be Human: We work hard but leave room for people, places, and things we love.
The Role:
We're hiring a Customer Success Manager (CSM) to bridge the gap between clients and our operations, tech, and sales teams, delivering a seamless experience.
Key Responsibilities:
- Develop and execute strategic account plans for assigned clients, focusing on business outcomes and measurable results.
- Utilize metrics, KPIs, and data analysis to monitor customer satisfaction, retention, and contract compliance.
- Collaborate closely with product support, operations, and implementation teams to resolve issues and ensure smooth onboarding and integration processes.
- Set and manage clear expectations for both clients and internal teams.
- Deliver required reports to clients as outlined in their contractual statements of work.
- Support clients in managing their sku/product catalog and inbound/outbound deliveries.
- Proactively monitor contract adherence to maintain compliance and client satisfaction.
- Manage the implementation of new programs and services in a timely and cost-effective manner.
Requirements:
- Bachelor's degree or equivalent experience.
- 3 years of experience in Customer Success, Account Management, or a related field.
- Excellent relationship management and technical skills.
- Ability to analyze data and make informed decisions.
- Strong project management skills and ability to prioritize tasks efficiently.
Preferred Qualifications:
- Experience working with Order Management Systems (OMS) and Warehouse Management Systems (WMS).
- Project management experience, having led or contributed to large client projects.
- Prior experience in business development, expanding client accounts, and fostering long-term partnerships.
