aCommerce - Client Growth Associate
Requirements
• ● Bachelor Degree, MBA or higher • ● Experience with managing client operations, client expectations and client success As, ideally in a SaaS context • ● Proven, strong communication skills at senior and junior levels, with commercial, customer support, product, engineering, and marketing teams • ● Understand and able to process data, visualize, map, and investigate big data • ● Ability to articulate complex technical concepts in easy-to-understand for non-technical users and clients • ● Good problem-solving and analytic skills • ● Excellent attention to detail – we love our clients • ● Willingness to ‘get hands dirty’ – we are still a start-up • ● Strong interpersonal, negotiation, and decision-making skills • ● Excellent command of English, both spoken and written
Responsibilities
• Create our SaaS clients onboarding and client growth function, in terms of structure, processes and resources, building up a team in line with the growth of our business, for both EIQ SaaS and EIQ Market Insights. Specifically, this role will be doing: • ● Plan all aspects of our SaaS client onboarding and client growth strategy in conjunction with all stakeholders. Set a clear mission and deploy strategies focused towards that mission • ● Take ownership of customers issues and follow problems through to resolution. Develop service procedures, policies and standards • ● Keep accurate records and document customer service actions and discussions. • ● Able to Analyze statistics and compile accurate reports • ● Improve customer service experience, create engaged customers and facilitate organic growth • ● Determine priorities to create structure and call out gaps based on client expectations and business impact • ● Define every aspect of the client experience and work with all stakeholders to ensure that the clients’ and user experience is nothing less than perfect • ● Work with each of the IQ Product Managers to identify opportunities to improve the SaaS experience of our products • ● Work with the Product Marketing Manager, our training manager and each of the IQ Product Managers to build out the training material, user support material, onboarding and offboarding SOPs, etc. • ● Work with the commercial teams to optimize our GTM strategy • ● Define how we help our clients grow their ecommerce business across multiple channels faster on aCommerce than on any other platform, taking full advantage of our suite of products • ● Work with the marketing teams to optimize our message and to acquire new, high-value clients. • ● Work closely with the Client and Application Support teams ensure a flawless client and user experience • ● Identify possible risks and take measures to prevent these and escalate if needed • ● Keep ahead of industry’s developments and apply best practices to areas of improvement • ● Control resources and utilize assets to achieve qualitative and quantitative targets • ● Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
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