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Customer Success Manager

Permanent contract
Santa Monica
Salary: Not specified
Starting date: March 31, 2020
Occasional remote
Experience: > 3 years
Education: Bachelor's Degree

IWD
IWD

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Questions and answers about the job

The position

Job description

NO SPONSORSHIP FOR A VISA
MUST ALREADY HAVE THE AUTHORIZATION TO WORK IN THE USA

Job description
What you will do
As a Customer Success Manager at IWD, you handle a portfolio of client projects.
You are involved in every step of the project’s life cycle: gathering needs and analyzing requirements, demonstrating and customizing the tools, training users and providing personalized assistance to our clients.
You are responsible for your project’s success, continuity and renewal. You work closely with the affiliate director, as well as the local sales team, and production and development teams in Paris.

Clients’ relations

  • You are in direct contact with the West coast clients (mostly beauty and fashion brands) and accompany them in every step of their project (post-sales): launch, setup, delivery, training and follow-up, of one or both of IWD software.
  • You train users on IWD solutions (face to face or via videoconferencing).
  • You identify growth and upsell opportunities on your accounts and work hand in hand with your director to best cultivate them.
  • You are part of the global IWD support team and responsible for answering users’ questions on our products and services, along with updating user guides and the Help center.
  • You are responsible for the invoicing of services and renewal of your accounts.

Production management

  • You oversee the planning and scheduling of the production (products photography, images retouching and 3D modeling).
  • You manage the relationships with vendors/ freelancers (photographers, graphic designers): prepare briefs, check their work and give them feedback.
  • You handle the setup of the platforms and the content integration into IWD tools.
  • You are proactive in improving the existing processes.

Preferred experience

Preferred experience
What we are looking for

  • An autonomous, motivated, curious and open-minded professional, who enjoys working in a start-up environment within a small team.
  • Soft skills: excellent interpersonal, verbal and written communication skills
  • Technical skills: a good command of Microsoft Office, especially Excel, is required. Knowledge of the Adobe suite is a plus.
  • Education: Bachelor’s Degree or higher.
  • Experience: professional experience (2-3 years), ideally for a SaaS company or in a similar role.
  • Retail brand experience is a plus, an affinity with the retail industry is essential.

Recruitment process

Cover Letter + Resume

This is a full-time salaried position, including a bonus.
Our company offers competitive wages and a generous benefits package that includes PTO (sick time, paid vacation), leave policy, medical, dental and vision insurances, 401K.

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