Customer Success Associate Director, E-commerce

CommerceIQ

8d•$133,600 - $158,000•Remote

About The Position

CommerceIQ is seeking a Customer Success Associate Director, E-commerce to manage and grow customer relationships, ensuring successful product adoption. This role is crucial for onboarding, supporting, and providing strategic direction to clients, with the ultimate goal of helping them achieve profitable revenue growth using the CommerceIQ platform. The position involves partnering with the Customer Success Team and other cross-functional teams to onboard, train, and support customers. Prior CPG experience in sales, analytics, or marketing, along with e-commerce experience, is highly valued. This is a remote position with an expected travel commitment of 15-25% to client locations.

Requirements

Bachelor's degree in Business, Marketing, Communication, Economics or related field
5+ total years of professional work experience
3+ years experience working in the ecommerce industry at a brand, consulting firm, agency, Amazon or related organisation or in relevant category management or analytics roles in the CPG industry
Strong written and verbal communication, project management and client management skills
An analytical approach to problem-solving with advanced Excel (and/or SQL) skills, along with project management experience and ability to anticipate and mitigate risks
Track record of retaining and renewing Enterprise customers in the SaaS space
Experience working with all levels of the business, including senior executives
Willingness to travel as needed to meet with clients

Responsibilities

Act as the connector between retail media strategy and content execution, ensuring that media investments and on-site content are aligned to drive conversion and share growth.
Work with our customers to understand their ecommerce needs, focusing on how we use our products and services to help them meet those needs.
Provide data-driven content recommendations and optimizations across retailer platforms (e.g., Amazon, Walmart, Target, Chewy, etc.) to maximize visibility and performance.
Understand Ecommerce data and how it can be used to grow improve profitable market share.
Be an expert on the CommerceIQ platform, helping customers apply best practice strategies to achieve their business goals.
Focus on moving the needle with respect to our customer’s KPIs and continuously showcase the value of CommerceIQs platform throughout the engagement period.
Assist customers with onboarding, training, and deployment of best practices to help customers grow their ecommerce business.
Take ownership of customer service requests through coordinating with the technical support and engineer teams to ensure requests are addressed quickly and with a high level of satisfaction.
Assist our Customer Success Leadership and Professional Services teams in crafting, presenting, and executing Joint Success Plans that focus on driving the most value possible using the CommerceIQ platform and services.
Be the voice of your customers, collaborating with our internal teams to shape new features and help us rapidly develop a product 10x better than the competition.