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Client Success Manager (Ecommerce)

overdose.digital - Melbourne, VIC

Source: uWorkin


Client Success Manager

About the job

Overdose is looking for a talented Client Success Manager to join our growing team in Melbourne. If you love ecommerce, are passionate about growing clients revenue and have great ecommerce platform knowledge, we want to talk to you.

Our ideal candidate has the right balance of strong client communication, strategic thinking, initiative and technical knowledge. You know what makes people tick and how to use a combination of SEO, marketing, UX and data to drive incredible growth with best-in-class digital strategy.

You have a high attention to detail and aren’t afraid of calling out sub-par ideas or client requests when you see it (respectfully of course). You are comfortable with data, have good general platform knowledge across Shopify, Magento, Google Analytics and email marketing platforms.

We are looking for someone who thrives when working as part of the team and is not afraid to bring some out-of-the-box ideas to the table, but also knows how to roll their sleeves up and get shit done.

As a Client Success Manager you are responsible for -

  • Developing and executing full service strategies alongside the wider team, to ensure the success of your client’s business
  • Ongoing management and optimisation of your clients accounts to achieve target goals
  • Analysing data and providing ideas and commentary in high-level digital performance reports to ensure ongoing success
  • Partaking in scheduled reporting and strategy meetings with clients.
  • Assisting clients with their strategy, both on a tactical and strategic level.
  • Working with Project Managers on website builds 
  • Contributing to pitches to existing and new clients
  • Helping with email marketing strategies, migrations and automation set up 
  • Tracking and monitoring tasks within the tools utilised at OD, including Slack, Wrike and various project management platforms
  • Ensuring all team members that work on accounts are supported and meet their deadlines
  • Profitability of retainer accounts, and to some degree projects
  • Adhere to monthly and quarterly reporting for clients. This can vary depending on clients and their arrangement.

Communication with client responsibilities -

  • Keep regular, positive, transparent and professional communication with your clients.
  • Ensure client communication is responded to in a timely and respectful manager.
  • Bring new ideas, and direction to clients as and when required.
  • Establish strong relationships with multiple stakeholders within the client organisation.

Communication within the Overdose team -

  • Prepare and communicate effectively in all team WIP and scheduling meetings. These vary and depend on the department but include Design, Development, Client Success and SEO.
  • Collaborative and strategise with fellow Client Success personnel to help improve the quality and effectiveness of the department.
  • Establish strong relationships with fellow Client Success personnel to ensure ideas are shared and assistance can be provided on other clients if and when needed.
  • Ability to work with other Overdose offices in New Zealand, Singapore, US and Ukraine

Essential skills required -

  1. Strong background in eCommerce and digital strategy. 
  2. Exceptional written and verbal communication skills.
  3. Great analytical and problem solving skills.
  4. Ability to work autonomously and as part of a team.
  5. Experience and knowledge in a range of e-commerce platforms - i.e. Shopify, Magento, etc.
  6. Previous experience with managing a digital project: website build, theme upgrade, digital marketing campaign
  7. Understanding at an intermediate level of email marketing tools.
  8. Understanding at an intermediate level and constant growing level of best practice digital tools, including marketing techniques, digital technique, website plugins and applications that contribute to the ecommerce ecosystem.
  9. Ability to manage up to 10 clients in your portfolio at any given time.
  10. Ability to manage multiple tasks, and adhere to time pressures and deadlines.
  11. Attention to detail, both for work output to clients, but also during internal review process prior to work being released to clients.
  12. Exposure to Google Suite.

Perks - 

  • Annual bonus if KPIs achieved
  • Breakfast, drinks and snacks provided week round at the office
  • Strong, friendly and supportive culture
  • Fitness club - monthly activities provided
  • Active social club
  • Free day off for your birthday
  • Annual training budget for your personal development

About Overdose Digital

An award winning ecommerce agency with offices in Melbourne, Sydney, Auckland, Wellington, Singapore, Brisbane, Vienna, New York, Los Angeles and Kiev. Our e-commerce services cover the entire lifecycle of Digital Commerce; from Business Design, Brand, Creative & UX, through to Managed Execution, Platform Architecture, Social Strategy, Search, Insights, and Marketing Automation.

We take a firm "no BS" approach to business, and brand ourselves anti-agency. We pride ourselves on delivering fit-for-purpose solutions, with positive ROI for our clients, and a belief structure based on creating mutual value. We refer to ourselves as "digital business accelerators", and operate primarily as partners, rather than suppliers.