As a Customer Success Manager you will be part of the commercial team in New York or in Los Angeles. There is also a possibility to work remotely from North Carolina. You will liaise with both Sales and the Product Team – guaranteeing the growing international Nosto clientele a professional experience with Nosto and maintaining Nosto’s position as the global leader in personalization.
You will work closely with the merchants using Nosto to make sure all steps of the technical implementation are handled flawlessly. You act as a consultant to the merchant, making sure best practices are followed. This includes hosting webinars on Nosto and CRO, producing material on personalization and product improvement projects and providing technical support for customer’s tech teams.
You must be able to work with multinational and multicultural teams and customers based in multiple locations.
Responsibilities - what are you going to do:
Empower our customers to reach their goals using Nosto’s Personalization Platform, data-based strategy suggestions, and our partner network
Own the entire customer lifecycle after onboarding, including renewals
Engage a portfolio of clients and build personal relationships with key people in the organizations
Identify and act on win-win opportunities for additional client investments
Relay valuable feedback and insights from the market to the product team
Deliver keynotes and webinars on different aspects of personalization
Improve both customer facing and internal processes
Hands on attitude when it comes to problem solving and troubleshooting - you will be the first point of contact for triaging issues and ensuring your customers are responded to in a timely manner.
Requirements - what we expect from you:
Combination of an analytical mindset (distilling big challenges into core components) coupled with a creative spirit (seeing multiple possible solutions)
Deep understanding of Ecommerce, its ecosystem (e.g. Platforms), and drivers (e.g. Conversion rate optimisation)
Excellent communication skills: active listening, persuasive writing and presenting
Ability to challenge clients assumption while maintaining absolute service-mindedness
Ability to balance competing priorities and manage several time-sensitive issues with minimal direction in a fast-paced environment
What we respect:
An entrepreneurial personality: you will be part of the core team building something completely new and delivering it to exciting and innovative online businesses and brands
Conversion Rate Optimization experience, either on web/CRO agency or brand side
Experience with Email marketing
Understanding of Google analytics or any other web analytics tool
Passion for emerging technology and/or retail
What we offer:
Fast learning of all the aspects of e-commerce
Working with a state-of-the-art product and delivering it to exciting and innovative D2C brands such as Fashion Nova, Helly Hansen and Bulletproof Coffee
A great team consisting of highly experienced professionals with rich backgrounds in Tech, eCommerce and Data Science
A competitive salary and great benefits
Health insurance & 401k with 4% matching
Apple products (phone, laptop)
3 Days for Self Training
Vacation & PTO: 26 days per calendar year
A job that gives you independence and autonomy and the opportunity to make a real difference in a fast-growing company
Customer Success Manager
Nosto Solutions Inc., 36 E 12th St 6th Floor, New York
Founded in Helsinki in 2011, Nosto enables online retailers to deliver their customers personalized online shopping experiences at every touch point, across every device. Over 25,000 ecommerce professionals in over 100 countries are using Nosto to grow their business and delight their customers. Nosto supports its retailers and delivers happy shopping experiences from its offices in Helsinki, New York, Los Angeles, London, Berlin, Stockholm and Paris. There is more than 100 of us now in the team, and we need help to continue our journey.