Job Description
Enterprise Customer Success Manager Location Remote :
About Passport: Our goal is to help brands reach their global potential by building the #1 international eCommerce enablement solution for DTC brands. Hundreds of the world's top direct-to-consumer brands like iHerb, Tommy John, Native, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally. About the you and the role: You'll be excited to join a mighty team of seven and build trusting relationships with our customers (direct-to-consumer e-commerce brands). You will be responsible for - and comp'd on - growing our top performing accounts and ensure that our customers have a seamless experience with Passport. You love working directly with customers, developing strategic growth plans, collaborating with product and engineering to expand these accounts, and iterating on processes to help us work smarter not harder. To you, it's all about providing excellent customer strategies and helping everyone succeed. The Enterprise Success role is a critical ingredient in ensuring our top accounts fully utilize Passport to grow internationally. One of our Values is “You are an owner”. We're growing quickly, and there are gaps to fill and skills to develop along the way. If you want a job with a clearly defined role and monthly consistency, we're not the right fit. What you'll do:
- Make it your mission to create an exceptional Passport experience for our customers, ensuring they realize the full value of Passport and additional products
- Work Closely with our Head of Business Development and Head of Strategic Accounts on enterprise-level account opportunities for partnership and growth that will be aligned to you. This will include being aligned with their strategy during the sales process through onboarding.
- Create tailored growth strategies and project plans for our top performing accounts to open new countries and/or increased volume to current countries
- Serve as a go-to resource for your customers needs and pain pointsTravel to client sites to build relationships with key customer stakeholders
- Collaborate with product and engineering to develop product enhancements and data stories to support your customers
- Contribute to internal processes and workflow documents for successful customer engagement and management, and work cross-functionally within Passport to deploy them
- Become an expert on the Passport product, while keeping up with industry trends and news
- Work closely with the other Enterprise CSM to collaborate on creative, winning strategies to retain and grow existing customer revenue
You have many of the following…
- (Please apply even if you don't meet all of the criteria!)
- 5-10 years work experience in account management or customer success. eCommerce and Salesforce experience are a bonus!
- Comfortable with a growth-based compensation package
- Significant customer interaction and strong interest in building relationships
- Prioritize customer experience with a focus on customer happiness and retention
- Empathy and the ability to take initiative on doing the right thing for the customer
- Drive to understand clients' business goals, anticipate future needs and identify solutions
- Creative problem solving skills that you want to apply in an ever-evolving environment
- Ability to understand and communicate complex problems clearly and concisely to different internal and external audiences (Executives, Marketers, Engineers, Sales People, ICs)
- Self-motivating team player who can work cross-functionally and multi-task
- Resourceful - you might not have all the answers, but you know how to find them or who to ask for help
- Bachelor's degree or equivalent experience
- Located in the United States
What you'll get... - Competitive cash and equity packages
- Healthcare, dental, and vision
- 401(K) Match
- Bi-Annual Remote Work funds
- 100% remote work environment #LI-Remote
- Company issued laptop
- Flexible PTO
- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ‘n paints! - Quarterly team (virtual) gatherings and annual all-company offsites in cities around North America
- Learning & Development Fund for upskilling or products to improve your day-to-day work life
- One-time remote work set-up stipend to make your at-home office dazzle
- Teammates around the world in 8 different time zones!
Job Tags
Full time, Work experience placement, Home office, Flexible hours,