Digital River, Inc. Hiring for Customer Success Manager at Delaware Full Time

Customer Success Manager

With 25 years’ experience, Digital River has mastered the ins and outs of global ecommerce. Established and fast-growing brands alike rely on our flexible, API-powered solutions to sell direct to their customers, whether they live around the corner or around the world. Our modular platform, global expertise, and advanced partner ecosystem lets brands focus on creating seamless buyer experiences, while we work behind the scenes to manage orders and fulfilment, process payments, mitigate fraud, and handle taxes and regulatory compliance on behalf of global Brands. Brands benefit from our unique business model, expertly designed to help brands accelerate global expansion, grow revenue, and protect their business from risk.
Digital River is headquartered in Minneapolis with offices across the U.S., Asia, Europe and South America

We are seeking a Customer Success Manager in one of our EMEA offices/remote.

What You’ll Do:

The Customer Success Manager owns the operational, commercial and strategic responsibility for a portfolio of medium revenue customer accounts. This potion is responsible for increasing the value of each account by securing the renewal of annual contracts and selling additional services. The Customer Success Manager is responsible for ensuring customer satisfaction by supporting company and customer objectives and targets for revenue, profitability, retention and growth through the utilization of web-based and other digital/electronic marketing channels, media, tools and techniques. This position works directly with the designated account and internal departments to create, develop, implement, manage and evaluate customer-centric marketing and merchandising campaigns.

Customer Strategy/Revenue Generation

• Consult assigned clients on optimum ecommerce flows, experiences, setups and processes, that drive maximum recurring revenue through Digital River global seller services

• Builds and maintains effective long-term relationships and a high level of satisfaction with key decision makers and influencers at an assigned customer accounts

• Identifies opportunities and makes suggestions for assigned account’s business processes

• Provides recommendations for solutions and enhancements that generate additional revenue

• Owns revenue expansion opportunities within assigned accounts through communications, programs and other activities as needed

• Participates in pitches, including but not limited to proposal writing; price and contract negotiation and budget planning

• Monitors performance against forecast to ensure forecast targets are met

Opportunities Management

• Manage or support client projects using defined project management tools and communication vehicles

• Analyze numbers and metrics for customer and internal management detailing web site performance and digital marketing activities and results with summary, analysis, findings and recommendations to improve activity

• Evaluate program and activity results to adjust strategies to meet changing market and competitive conditions and improve key performance indicators including revenue growth, traffic, close ratios, average order values, etc.

• Deliver detailed account planning and opportunities review

• Contributes to the maintenance of a central source/repository for all Customer Success Management processes, procedures, tools, documents, best practices to enable continuous process improvement and the creation of scalable and repeatable process capabilities

• Initiates customers escalations and incidents internal teams and follows up to bring resolution to the customers

• Works internally to identify and resolve root cause for issues raised by customers

Customer Relationships & Governance

• Executes campaign management ensuring full customer coverage of new services

• Broadens network of contacts within each global account by function and level of seniority

• Forms productive relationships with all stakeholders, team members and cross-functional support groups to advance company and customer specific needs

• Acts as liaison for internal and external communications with assigned accounts

• Manages ongoing conference calls or physical meetings and ensures a positive relationship with assigned accounts

• Provides regular status reports and manage task lists on assigned accounts progress for all internal functions

• Ensures contractual commitments are aligned with achievement of results while ensuring that escalation of problems are appropriately sourced internally

• Manages required customer satisfaction levels within assigned accounts by demonstrating a customer centric approach and adhering to customer satisfaction requirements

• Ensures governance models for accounts are adhered to and account is operationally green

What You’ll Need to Succeed:

Required / Minimum:

• 3+ years as content manager, content or ecommerce consultant, ideally with a full-service agency, that has substantial ecommerce projects

• 3+ years of experience managing or consulting international clients directly

• Proven Experience advising clients, planning and leading initiatives that set up and optimize complete ecommerce sites and flows from acquisition to retention

• Creative, strong consulting skills, solution-based selling

• Execution-oriented, self-starter and self-navigator who can prioritize value-based projects versus tasks in a fast-paced environment and balance demands of multiple projects

• Demonstrated project management skills, conceptual thinking and documentation creation

• Strong organizational skills, entrepreneurial outlook, proactive business style and excellent communication, presentation and interpersonal skills;

• Proven experience conducting accurate revenue forecasting, account reviews, strategic account plans, and general sales data as required

• Demonstrated performance in achieving both revenue and customer satisfaction requirements

• Strong interest in ecommerce, user-experience and customer lifetime value, knows how to create wireframes, work with A/B tests, flows, a quick thinker who will work at eye level with major global brands

Preferred:

• Knowledge and experience working with Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook)

#LI-Remote
WHY DIGITAL RIVER:
Digital River provides numerous benefits to our employees. Benefits include:

Digital River is “Digital First”, meaning virtual working is the primary experience for most of our employees. This means that we are flexible on location for the majority of roles that we are recruiting for. If “Flexible on location” is listed on job posting, that means the role can be in any of the locales that we currently have entities in:
USA – Ireland – UK – Germany – Taiwan – Japan – China
While we would love to showcase and reminisce about our wonderful on-site benefits pre-pandemic (Bring your dog to work, onsite Starbucks, onsite Gym, Beer Thursdays, Rooftop Terrace, on-site masseuse, to name but a few), We still offer great benefits to support YOU regardless of where you are sitting, Medical, Retirement benefit, paid parental leave for new moms and dads globally, and the list goes on. What we are focusing on is providing a meaningful employee experience with benefits that are most meaningful and not measurable in $£€. Flexible working schedule.

Digital River supports and embraces a diverse workforce as an Equal Opportunity Employer and strives to provide a work environment free from bullying, harassment, and discrimination. Employment decisions are based on business needs, job requirements and candidate skills. Digital River does not discriminate based on gender, race, ethnicity, national origin, sexual orientation, age, disability, veteran status, family status or any other status protected by the laws or regulations in the locations where we operate.

Digital River is also committed to providing reasonable accommodations in our hiring and onboarding process. Within that process your Talent Acquisitions Partner will assist you further.

• Be (R)evolutionary, Be Powerful, Be Driven, Exceptional, Together, Be YOUnique