Customer Success Manager

Who are we

At Nosto were on a mission to make every impression relevant. Were a global leader in the trending ecommerce space and work with top tier brands.

Utilizing behavioral data deep integrations machinelearning technology and automated workflows the Nosto Commerce Experience Platform makes it easy for brands and retailers to quickly deploy fully personalized commerce experiences at scale. As a Customer Success Manager at Nosto youll be solving one of the biggest challenges brands and retailers face today: How to offer customers relevant and authentic shopping experiences that drive results. We believe in always listening to our customers and achieving big things by accomplishing something small every day.

About the opportunity

Nosto is looking to hire a Customer Success Manager to join our New York team.

We are only considering applications from candidates residing in New York commutable to our NYC office. We will also consider candidates willing to work remotely who are located in the Toronto Canada area.

In this position you will be part of the commercial team in North America. You will liaise with both Sales and the Product Team guaranteeing the growing international Nosto clientele a professional experience with Nosto and maintaining Nostos position as the global leader in personalization.

You act as a consultant to merchants making sure the highest standards are met. You will work in close collaboration with the customer to deploy high impact Nosto campaigns across Nosto Site Search Merchandising Product Recommendations and Content Products. You are the first point of contact for all matters Nosto related including issue resolution. Data analysis and interpretation are no strangers to you and you take pride in your retention metrics.

As a Customer Success Manager you may be asked to represent Nosto. As an example this may include hosting webinars on Nosto and CRO producing material on personalization and involving yourself in product improvement projects as well as providing technical support for customers tech teams and joining trade shows.

Responsibilities what are you going to do:

• Empower our customers to reach their goals using Nostos Search and Personalization Platform Visual UGC databased strategy suggestions and our partner network
• Own the entire customer lifecycle after onboarding including training retention growth & satisfaction
• Engage a portfolio of clients and build personal relationships with key people in the organizations
• Identify and act on winwin opportunities for additional client investments
• Relay valuable feedback and insights from the market to the product team
• Deliver keynotes and webinars on different aspects of personalization
• Improve both customerfacing and internal processes
• Create customer heroes & advocates and work proactively with marketing to tell their story

Requirements what we expect from you:

• 2 years of experience in CSM
• Combination of an analytical mindset (distilling big challenges into core components) coupled with a creative spirit (seeing multiple possible solutions)
• Deep understanding of Ecommerce its ecosystem (e.g. Platforms) and drivers (e.g. Conversion rate optimization)
• Experience with Shopify Plus Merchants
• Excellent communication skills: active listening persuasive writing and presenting
• Ability to challenge clients assumptions while maintaining absolute servicemindedness
• Ability to balance competing priorities and manage several timesensitive issues with minimal direction in a fastpaced environment
• Good understanding of HTML CSS and Javascript
• Experience with Marketing Platforms such as Email Reviews
• Understanding of Google Analytics or any other web analytics tool
• Passion for emerging technology and/or retail
• Fluent English

Employment Information:

• Base Salary Range for the New York location: $USD
• Base Salary Range for the Canada location: $75000 $85000 USD
• This role will have an additional bonus component in addition to the base salary.

Benefit we currently offer (for our New York location only):

• 26 days of PTO annually
• An extra day off on your birthday
• 401K
• Health coverage up to set monthly contribution amount (Medical Dental &Vision)
• Personal Development Program
• Apple devices provided for your work (computer and phone)
• An office in Flatiron District

Nosto Supports Workplace Diversity

We are committed to Equal Employment Opportunity without regard for race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or veteran status. If you have a disability or special need that requires accommodation please let us know.

Nosto participates in the EVerify program. EVerify is an Internetbased system that compares information from an employees Form I9 Employment Eligibility Verification to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

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