Customer Success Manager

London/Remote

Experience: 3+ years

Responsibilities:

  • Establish and maintain trusted relationships with key clients
  • Ensure client expectations are consistently met and exceeded
  • Empower clients with solid product understanding of Klevu and help accomplish their needs
  • Document and consistently improve KPIs
  • Conduct Executive Business Reviews with clients to identify areas of improvement and ensure maximum value is being gained by our clients
  • Work with multi disciplinary teams within Klevu including Sales, Marketing, Engineering and Product to ensure the voice of the customer is heard in our development roadmaps
  • Monitor product engagement and be proactive in identifying any ‘at risk’ indicators and take passionate strides to rectify the situation and delight our customers

Must haves:

  • 3+ years experience in SaaS product’s customer success management ideally connected to online retail industry
  • Demonstrated KPI-based customer happiness
  • Superior demonstrable client service and relationship management skills
  • Strong analytical and problem solving skills
  • Experience in data analysis ideally with Google Analytics
  • Strong presentation skills and experience in delivering QBR’s to all levels of a client organisation
  • Be able to prioritise effectively without compromising on quality
  • A domain expert, naturally curious and data obsessed
  • Fluent written and verbal communication in English
Nice to haves:
  • Academic education/degree in Computer Science or Software engineering
  • Any additional language
  • Hands-on experience in eComm ecosystems such as Magento, Shopify or BigCommerce
  • Experience of On-Site Search, Merchandising and Optimization

About Klevu

Klevu is a discovery experience suite that revolutionises online shopping. It provides a range of SaaS based solutions, that are deep rooted in AI-ML technology and delivered via cloud for online retailers. Klevu is a global Finnish company that prides in diversity, great team, excellent partner network and global customer footprint. Learn more from www.klevu.com

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