Senior Customer Success Manager

In the minute it takes you to read this job description, Bluecore has launched over 100,000 individually personalized marketing campaigns for our retail ecommerce customers!

As a Customer Success Manager you represent Bluecore by supporting, strategizing and executing with sophisticated Enterprise e-commerce marketing teams. You are accountable for the customer’s overall success with Bluecore, including adoption of Bluecore solutions, maintaining overall customer health, experience, and satisfaction, and having a strong focus on the customer retention. The ideal candidate is a customer-centric analytical problem solver who loves finding opportunities for our partners and is inventive & tenacious in efforts to bring those to life. You will play a meaningful role in driving value and long-term partnerships with Bluecore by helping to make our clients heros within their organization!

Responsibilities 

• Drive performance marketing for our retail e-commerce customers through understanding their business needs, mapping goals, and executing on marketing strategy through the use of Bluecore’s platform
  
• Proficient in implementing and managing Matech SaaS solutions for multi-level customer environment
  
• Deep understanding of email marketing, SMS marketing, digital marketing operations, ESP platforms, data analytics, business intelligence, CRM and database integrations
  
• Manage customer experience through effective communication, maintaining customers overall health, and having a strong focus on growth and performance to ensure retention
  
• Utilize your knowledge of the customers marketing initiatives, segments, marketing stack, and technical capabilities to  optimize their use of our solutions in a way that builds our strategic impact and drives deeper product utilization.
  
• Partner with Services, Product, Sales and other internal teams to identify and prioritize new capabilities that could add value for the customer and collaborate on launching new offerings.
  
• Present data driven recommendations, content and audience recommendations, and program expansions to customers by leveraging your analytical skills and retail e-commerce industry knowledge
  
• Apply strong program management rigor; able to multitask, effectively prioritize issues/escalations, and manage multiple customer initiatives simultaneously.

Qualifications

• BA/BS degree and 4 + years of relevant experience working with or adjacent to marketing strategy that drives growth for a retail e-commerce company 
• Brand-side retail experience or digital marketing experience for retail customers required
• Customer success, account management or related experience in a fast paced, innovative SaaS technology company a plus
• Experience and domain knowledge in digital marketing solutions, online consumer analytics (e.g., analysis of online transactions, avg. order value, conversion rates) and Web-based reporting (e.g., MS Access, Cognos, Crystal Reports) strongly preferred.
• Willingness to travel to customers …