Solutions Manager

New York, NY 10001

Posted: 03/16/2020 Job Category: Account Executive Job Number: 122887

Job Description

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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