Position: Client Services Manager (eCommerce)Location: Richmond HillSalary: OpenMUST have a strong eCommerce background to be considered for this role.The CSM is the primary point-of-contact for multiple Clients and is responsible for building positive, long-term relationships. The CSM is an expert user of the CompanyAAA?A?s system and has expert-level knowledge of their ClientAAA?A?s implementation. This person has superior communication skills and routinely interfaces with client executives, sales and marketing staff, and technical resources to accomplish the clientAAA?A?s goals. The CSM will also be proactive in identifying potential opportunities for on-going client satisfaction and taking action to address those opportunities.Key DeliverablesPerform at least 2 to 4 Customer-Wide Webinars per year. Topics such as: New Features, Feedback Roundtables, Scenario-based Training.Drive the Companies Client Training Program such as: documentation, videos, delivery, identifying revenue and non-revenue client training opportunities, re-training, and evaluating and implementing any 3rd party tools.Drive the Companies Account Management Process such as: Develop and Maintain Production Support Handoff Checklist, Routine Score Card Reports and Sessions, Customer Satisfaction Surveys (2-4 formal per year), Tracking of Client Maturity Stage (Phase 2 and N+ new features / enhancement opportunities), Proactive identification of revenue generating upgrades.Client Services Manager: fully manage Clients post-implementation such as: Handling customer calls, emails, support tickets, clarification and documentation of problem and/or system usability issues and provide description of AAA?A?correct functionalityAAA?AA, coordination between Service Desk, Sales, and Development teams for timely resolution, escalation of critical incidents, one-on-one customer assistance, maintain open client issues logs.BS degree in business, marketing or IT-related studies or equivalent education/experience.At least 10 years in Customer Service, Training, and Account Management experience or equivalent consulting / management with high value Clientele.At least 5 years experience with high volume websites, eCommerce websites, or related online applicationClient focused, energetic, with a positive attitudeSelf-starter that meets deadlines, multi-tasks, sets and achieves measurable goals.Demonstrated understanding of strategic marketing and business principles.Organized, diligent, detail-oriented self-motivated and the ability to work independently.Ability to work in a fast-paced and demanding environment.Exceptional organizational skills, multi-tasking ability, and attention to detail.Strong communication skills (verbal and written)The ability to handle multiple tasks and prioritize work in order to maintain required productivity levelsExperience in eCommerce design, conversation, traffic generation, SEM/SEO and usability.Experience with Web Analytics tools (Google analytics, Web Trends, Omniture, etc.).Experience creating metric reports for management reviewExperience with Social Media tools (Facebook, Twitter, Blogs, You Tube, Linked In, etc.)Understanding of on-page SEO optimization, keyword research, paid links, and pay per-click (PPC).Basic HTML skills (tagging, URIs, source control, basic formatting, images, SEO)Successful track record in scope management, customer-driven programs and solution delivery.Manufacturing, Retail and/or Online Retail experience a bonus
Location:
Canada-ON-Richmond Hill
Telecommute:
No (Onsite Position)
Contact Name:
Stephanie
Contact Phone:
Contact Email:
careers@nethire.ca
URL:
http://nethire.ca/jobs.php?ad=2a5bd640dd1c55a21d9abcee57efa649&category=All%20Categories&country=Canada&province=All&city=&metro=&distance=100&form=complete&keyword
Contact Comments:
Please send your resume and cover letter to resumes@nethire.ca with job code 01DE0106 in your email subject line.
Please mention Match Your Skill Jobs when contacting us.
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