Fulfil.IO - Customer Success Manager

What Youll Do:

- Be the face of Fulfil to our merchants, owning a set of accounts that you will be responsible for increasing product utilization on

- Develop executive-level presentations that distil complex ERP concepts into easy-to-digestible content that can be communicated across the enterprise through Quarterly or Semi-Annual Business Reviews

- Empathize with every aspect of the merchant experience, putting their needs first while appropriately setting expectations in all situations (i.e. adoption of a module, seasonal planning, escalations, beta feature adoption etc)

- Guide and coach merchants along with Fulfils Customer Support team to ensure a delightful end-user experience

- Work closely with the implementation team to ensure a seamless transition for new merchants as they go live on Fulfil through their fine-tuning period

- Drive long-term product utilization and economic ROI on Fulfil

- Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient

- Maintain high levels of customer engagement and satisfaction with a focus on customer dedication, partnership and loyalty

Were Looking for Someone With:

- Domain knowledge with hands-on familiarity with ERP, WMS, or other relevant tools (inventory management, planning, procurement, shipping, etc.) is a bonus

- A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days

- Ability to communicate in a clear, concise, and professional manner (written and verbal)

- The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion

- Experience in using Salesforce

Nice to Haves: