Customer Success Manager
VTEX is the only multitenant commerce platform capable of unifying experiences in all sales channels. With a robust solution, scalable cloud infrastructure, and powerful tooling, our platform accelerates the transformation of complex operations.
2500+ online stores of varying sizes and segments, with operations in 32 countries and global expansion, have at VTEX the solution for the online sale of their products, among them major names such as Sony, Motorola, Walmart, Whirlpool, Coca-Cola, Stanley Black & Decker, and Nestlé.
OUR CULTURE
TRUST TO BE TRUSTED: We believe with eyes closed and delegate responsibilities. To be trustworthy, you need honesty, transparency, and consistency in quality and performance. This is the great pillar of all relationships that involve VTEX within and outside the company. We’re trust-first.
BUILD FOR COMMUNITY: It’s all about being ready to grow and reach new levels with others. Have a clear purpose, collective thinking, and a flexible essence, and you’re building for the community. We are global, but we’re audacious enough to aim for the stars.
BE BOLD: Boldness is about challenging the status quo and not being afraid to make mistakes or take risks. We test new alternatives, walk into the unknown and explore possibilities no one thought about. To be bold is to apologize instead of asking for permission.
ABOUT VTEX
VTEX is a global technology company focused on eCommerce products which impact the work of thousands of people around the world. Through our products and services, we offer retailers a cohesive platform to run their entire business and provide their customers with the best shopping experience possible.VTEX was founded in 1999 and we provide eCommerce software in the Software as a Service (SaaS) model and omni-channel solutions. With a vanguard technological structure, VTEX is recognized by Gartner and Forrester as one of the global leaders in eCommerce solutions.More than 2,500 companies of varying sizes and segments in over 30 countries leverage the VTEX platform for the online sales of their products. This includes companies such as Whirlpool, Electrolux, C&A, Avon, Disney, Sony, Staples, L’Óreal, and Lego.
OUR CULTURE
At VTEX, an idea that will change the company’s trajectory can come from anywhere. We believe in a new organizational structure that eliminates the need of formal hierarchy. Our teams organize themselves into a truly horizontal framework that removes barriers and gives people the freedom to reach their full potential.At VTEX it is your responsibility to proactively embrace problems and solve them the best you can. We are pioneers in the implementation and dissemination of organizational technologies such as self-management, fulfillment and evolutionary purpose.Our main values are: Trust to be Trusted, Build for Community and Be Bold. To read more about our culture, please access https://medium.com/@olemgruber/a-culture-to-call-our-own-6faab1a434b7.
Our “customer experience” team is the main interface between VTEX and its customers. We are looking for a quick learner who likes technology, wants to master the different scenarios of the VTEX platform, can develop creative solutions to our customers’ challenges and is always engaged in improving the customer-company relationship.
IN THIS ROLE, YOU WILL
Own the business relationship with the VTEX US customers. As an ecommerce retail expert, you will offer guidance and support to grow sales revenue.
Use your own experience or that of a Subject Matter Expert within the VTEX community to proactively assist customers with technical use cases, process improvements and issue resolution.
Keep customers informed on VTEX product updates, app store releases, and product roadmap.You will share customer feedback to product teams and make recommendations for improvements and updates as the voice of the customer.
Measure success through KPI measurements of revenue growth and usage of the VTEX platform.
WE WANT SOMEONE WHO HAS
Managed an ecommerce operation. You have walked the walk, lived in your customers shoes and you are ready to share your success and experiences with the VTEX customer base.
Managed multiple types of business and has an understanding of how retail ecommerce technology works. You understand conversion optimization and have managed process from product publication, promotions to split order and multiple payment providers.
Experience navigating large enterprise organizations and an ability to communicate confidently with all levels of management. You are not afraid to dig in and do what is necessary to get the job done.
A strength in being self-motivated and can work independently but keep cross-functional partners and leadership informed. You own your results and are willing to contribute to the success of the team.
Have analytical strength and can use Google analytics to understand ecommerce KPIs.
WE EXPECT FROM YOU
Your customers will be your highest priority. You will build a rapport of trust and recognition that you are adding value to their business. You will be their most trusted ecommerce partner.
Perform demos of new releases, and advise customers on use in their business model.
Develop Joint business plans and present quarterly business reviews in coordination with the Customer Strategy and Operations Team.
Improve the VTEX NPS for your portfolio of customers, reduce escalations through proactive account management and keep detailed records of account interactions.