What are the responsibilities and job description for the Customer Success Team Lead position at Cart?
Cart.com Overview:
We are Cart.com, 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.
We're building toward a world where commerce has no bounds. Our goal is to be the global backbone of commerce by hiring entrepreneurial, innovative, and determined teammates who simplify commerce operations and reach customers seamlessly.
Our 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.
The ideal candidate excels in listening, communicating, and troubleshooting while prioritizing tasks efficiently in a fast-paced environment.
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.
