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Senior Client Success Manager

Experienced

KIBO | Customer Service

At Kibo, we provide cloud commerce solutions inspired by our clients' needs and designed to empower their teams. Together, we can help them see further, think bigger, and climb higher.

Our software and services include eCommerce, Order Management, Personalization, and Mobile Point-of-Service. We serve retailers, manufacturers, and brands, and our solutions are designed to power the shopping experience – from first click to doorstep – and to scale with them as their business grows.

The Senior Client Success Manager will be responsible for ensuring the success for several of our Monetate personalization clients. The individual is a true client advocate and the person ultimately responsible for the experience and retention of our clients. The Senior CSM will work very close cross-functionally with members of our Success, Sales, and Support teams to manage the overall client relationship. Key focus areas include success plan creation & execution, executive engagement, commercial execution, account expansion and value realisation. 

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Ensure timely renewals by owning the commercial relationship end to end, including forecasting, negotiation and execution of contracts
  • Create & execute on the client’s success plan and ensure Platform Consultants, Strategy Consultants and other key post sales functions stay on task to achieve agreed upon goals
  • Develop a comprehensive understanding of business challenges faced by clients and common objectives to appropriately map features and business benefits to address client needs
  • Own the client cadence (planning/status/review meetings) and organisation of a roadmap for success that aligns with the client’s business objectives
  • Organise and lead on-site sessions at key account(s) with support from your Services team members and client key stakeholders
  • Provide visibility into the client’s org by identifying Executive Targets, Primary & Secondary platform users, and the manager of the user team
  • Lead driving account expansion to ensure wider adoption and timely renewals
  • Achieve a foundational understanding of our Monetate Personalization platform and its value proposition, in addition to demonstrating the platform’s capabilities
  • Assess our client’s organization and make appropriate recommendations regarding the client’s skill set to ensure they can be as self-sufficient as possible
  • Ensure clients are aware of all resources, such as webinars, events, thought leadership, and the knowledge base
Skills & Requirements

QUALIFICATIONS:

  • Minimum 6+ years of account and relationship management experience
  • Experience or Knowledge of eCommerce or Digital Marketing a plus
  • An ability to orchestrate complex client relationships while managing deliverables and setting expectations within agreed upon deadlines
  • Desire and ability to build long-term relationships with clients and passion for driving client success, technology and innovation
  • Ability to manage multiple open projects at once with varying degrees of complexity and priority
  • Someone who is driven with the ability to creatively solve business problems
  • An ability to escalate and prioritize internal and external issues appropriately
  • A partner with internal departments to understand client results, areas of improvement and prioritization of efforts to achieve committed revenue and ROI
  • Able to manage client expectations with respect to delivery of new initiatives, solutions and programs
  • Strong written and oral communication skills with the ability to influence and negotiate
  • Proficiency in the following technologies: MS Office, Salesforce CRM, and Google business suite
  • Up to 30% travel required