Company Overview
CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries.
Learn more at commerceiq.ai.
Company Overview
At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth.
Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.
The Role:
Fueled by our customer and business growth, we’re looking for a Customer Success Specialist to support and grow relationships with our customers, ensuring they are successfully adopting the product. The goal of our Customer Success Specialists at CommerceIQ is, simply, to help our customers achieve profitable revenue growth using our platform. They do so by supporting the CommerceIQ Customer Success Team and other cross-functional partners to onboard, train, and provide day-to-day support for our customers.
Since we partner with e-commerce sales and marketing operations teams on growing their Amazon business, our Customer Success Specialists need to be skilled at understanding the customer’s business priorities and able to map the product capabilities of CommerceIQ and the Amazon e-commerce In this role, you will monitor client usage of our service, track and report on key metrics, and support user acceptance testing (UAT) for product enhancements. You will gather and communicate usage issues to the CSM team and product managers, ensuring improvements align with client needs. Your responsibilities include managing the database, identifying and resolving bugs, and providing tailored support documents. You will also assist with onboarding new services and maintain high service standards to enhance client satisfaction and retention.
What You'll Do:
- Support existing clients by monitoring the tool and ensuring full utilization of the service / platform
- Measure existing clients’ usage through quarterly usage stats and ad hoc requests from client & CSMs
- Participate in user acceptance testing on product enhancements; provide support in order to achieve client sign off on service & scorecards
- Gather key issues based on usage analysis; feed this back to the Customer Success Manager as well as the Product Manager in order to help drive our offerings
- Implement and activate in line with CS requirements
- Provide the Customer Success Manager and the client with tailored support documents
- Identify bugs and user issues across accounts in the database
- Provide monthly feedback to clients on new products Create and log tickets; continually track tickets to ensure implementation / resolution
- Support Customer Success Manager with onboarding
- Maintain excellent service standards; go above and beyond to improve our client’s satisfaction and to support retention
What You'll Bring:
- Ability to problem solve
- Organizational skills
- High attention to detail
- Ability to understand and explain complex solutions/issues in a client-friendly manner
- Great interpersonal and relationship building skills; ability to build strong relationships across stakeholders from all disciplines
- Basic knowledge of the FMCG industry or online selling
- A customer-centric mentality
- Team-player attitude
- Willingness to go above and beyond for clients
- Competent knowledge of Excel is essential, and Google Suite or Microsoft Suite
- Experience using FreshDesk
- E-commerce industry experience a plus
Benefits & Perks:
- Highly competitive pay and benefits
- Usual public holidays and a further 25 working days' holidays
- Life & family friendly working arrangements
- Company Pension Scheme
- Private Medical Insurance
- Company Life insurance
- Employee Assistance Programme
Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.
Company Overview
CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries.
Learn more at commerceiq.ai.
