workingnomads sales-marketing solutions manager

Solutions Manager


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Job Title: Solutions Manager



Type of Company: SaaS Content Platform



Location: Remote



This is a key client facing role delivering software-as-a-service platform to its customers and online shoppers.



The person in this role will be responsible for a portfolio of existing accounts and lead new clients through the on-boarding process as well as strategize ways for them to recognize maximum value from and usage of their collected content, whether it be digitally or in-store.



The ideal candidate should have a strong retail SaaS background and be passionate about delivering exceptional client service. Familiarity with front-end code (HTML, Javascript) and technical troubleshooting is a strong preference.



Responsibilities:

  • Support senior Solutions Manager with management of Tier 1 accounts and independently manage Tier 2 and Tier 3 accounts.

  • Own the pre and post-launch process.

  • Work closely with stakeholders to define and fulfill client objectives.

  • Identify client needs from both a business and technical perspective.

  • Conduct kick off, scoping and onboarding for new projects.

  • Maintain healthy relationships with clients post-launch (business reviews, performance monitoring, check-ins) to maximize value and adoption.

  • Grow and maintain relationships with key client stakeholders.

  • Translate technical details for clients to easily understand.

  • Escalate and resolve critical issues or blockers for each integration.

  • Monitor and troubleshoot existing account issues.

  • Communicate high priority customer requests to Engineering/Product teams.

  • Track and manage billable support hours.

  • Train clients to use the system effectively.

Qualifications:

  • SaaS experience working with/for large eCommerce retail clients.

  • Experience managing complex projects which include working with data feeds, JS code, email and SEO.

  • Ability to work with both internal and external teams to deploy a SaaS integration.

  • Discipline to deliver timely follow up after each client interaction.

  • Minimum of 3 years experience and demonstrated track record of success in client-facing technical project management, client services, account management or support with on-going customer relationships.

  • Willingness to manage clients across multiple time zones.

  • Formal project management training and/or certification (PMP Certification is a strong plus).

  • Proficient in software project/product implementation.

  • Experience with data feeds (XML, CSV, TSV) and ability to troubleshoot as needed.

  • Experience with Google feeds a plus.

  • Familiarity with RESTful API is a plus.

  • Experience in using project management and presentation tools.





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