Client Success Manager - Total Platform
Client Success Manager - Total Platform
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Job Description
We are looking for a Client Success Manager with a strong background in eCommerce website delivery to join our eCommerce Total Platform team! Based from Next Head Office in Enderby Leicestershire with a competitive salary range of 50000 - 62000 and great benefits!
At NEXT not only are we one of the UKs largest fashion retailers but were also one of the largest listed companies full-stop. Selling our products and thousands of world-famous brands both in-store and online UK and Internationally. Whats more were growing. Fast. And its the kind of growth and investment that is exciting for everyone in our business.
Total Platform is an exciting new business-to-business online service that offers brands a full solution for eCommerce including website warehousing logistics customer care marketing and customer data management. We let brands focus on their product and creative and we drive their new online business forward including innovations sales operations and technology developments.
As a Client Success Manager you will be responsible for ensuring the successful onboarding implementation and ongoing satisfaction of our clients website developments. What else is involved
About the role
- Client Onboarding and Training:
- Support onboarding sessions to introduce clients to our e-commerce platforms and functionalities.
- Provide comprehensive training and resources to empower clients in managing their online stores effectively.
- Project Coordination
- Collaborate with cross-functional teams (designers developers content creators) to ensure timely and successful project delivery - Act as a liaison between clients and internal teams providing updates on project progress.
- Client Relationship Management:
- Cultivate strong relations with clients to understand their needs and goals.
- Regularly communicate with clients to address inquiries provide updates and gather feedback.
- Product Expertise:
- Develop a deep understanding of our e-commerce platforms staying updated with the latest features and best practices.
- Act as a subject matter expert advising clients on optimal platform utilisation to meet their specific business needs.
- Performance Analysis and Optimisation:
- Monitor client e-commerce sites performance identifying areas for improvement and growth opportunities. Familiarity with analytic tools such as Google Core Web Vitals and Dynatrace
- Collaborate with the technical and development teams to implement enhancements and optimisations.
- Issue Resolution and Support:
- Troubleshoot and resolve client-reported issues promptly ensuring minimal disruption to their operations.
- Escalate technical concerns to the appropriate teams and follow up until resolution.
- Client Advocacy and Feedback Loop:
- Gather client feedback and insights providing valuable input to product development and improvement initiatives.
- Advocate for client needs internally championing their interests in feature development and enhancements.
- Reporting and Documentation:
- Maintain accurate records of client interactions feedback and platform usage statistics.
- Generate regular reports outlining key performance metrics and client success stories.
About you
- Must have proven experience in client success or account management within the eCommerce industry.
- Strong knowledge of eCommerce platforms and related technologies.
- Excellent communication skills and interpersonal skills.
- Problem-solving mindset with the ability to thrive in a fast-paced environment.
- Analytical mindset for performance tracking and data-driven decision-making.
- A strong background in eCommerce / Marketing.
- Ability to liaise and present to internal and external stakeholders at all levels.
- High intellectual curiosity drive determination organisation and persuasion skills.
Youll be doing all this from our Leicestershire Head Office. Our offices are inspiring yes. But we understand that life happens. So were big on making sure your work works for you which is why we offer flexible working each week.
Benefits
- Competitive salary range of 50000 - 62000
- Flexible working options
- Annual company performance based bonus
- Sharesave scheme which allows you to invest in NEXT and claim your share of our success
- Annual Pay Reward
- Pension 3% Employer/ 5% Employee
- 25 days holiday plus bank holidays (can also buy/sell up to 3 days)
- Early finish on a Friday
- 25% staff discount and free next day delivery to desk for online purchases
- Management Share Save Scheme
- A newly refurbished subsidised restaurant and bar
- Staff shops in Yorkshire and Leicestershire
- Juice bar and coffee shop
- Gympass - discounted gym membership
- Free company bus service to and from Leicester city centre and other areas
- Onsite nursery (salary sacrifice scheme) in Leicester
- A digital GP healthcare service
- & loads more!
Required Experience:
Manager
Employment Type
Full Time
