Mamenta's Infrastructure as a Service (IaaS) extends a brands reach to over 250 marketplaces and 70+ countries through our pre-connected multi-channel commerce network. The platform optimizes operations to achieve highest returns while enabling brands to deliver a consistent customer experience across the globe. Headquartered in Denver, Colorado we have a remote team that spans many time zones. Mamenta is backed by top investors.
What You'll Do
Accountable for all facets of customer success, retention, and growth, working as a strategic member of the team to enhance post-sales customer activity, including aspects of customer on-boarding, customer support, customer success, professional services, and account management, with the ultimate objective of improving the retention, success, and growth of our customer base
Work closely with other divisions (e.g. sales, product development, marketing, etc.,) to improve and enhance the customer experience, and to ensure close collaboration with our sales team to identify and nurture opportunities for expansion as part of our go-to-market strategy
Define and improve the customer lifecycle for our clients from self-service to managed-service accounts, and establish baseline metrics for measuring and improving customer progress through this lifecycle
Provide timely, accurate, and useful analyses concerning the status of our customer base including progress against predefined success metrics, risk mitigation and opportunity
Skills, Knowledge and Abilities
A demonstrable, successful history of account management or customer service experience in various eCommerce marketplaces or DTC environments.
A demonstrated aptitude for both operating and thinking strategically while also being willing to “roll up the sleeves”, being hands on and working directly with customers when appropriate
Experience within a global organisation preferred
Experience with Software-as-a-Service (SaaS) business models
Knowledge of the ecommerce industry, with a preferred experience selling on marketplaces or employing digital marketing