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ENG | 日本語

Born

Customer Success Director



Digital Commerce Senior Client Services – Customer Success Director

 

BORN is an award winning global ecommerce & content production agency. Our evolution over 25 years combines experience in both integrated creative production and end-to-end digital ecommerce solutions.

BORN North America is looking for a Senior Client Services – Customer Success Manager to join their award winning brand, retail, and B2B commerce team. The purpose of the role is to drive revenue, client satisfaction and retention across a portfolio of assigned accounts. A strong understanding of digital commerce coupled with a delivery or client services background is required. This role is based in BORNs New York City office located in Chelsea.

 

 A snapshot of our work can be found here – www.borngroup.com/work

 

Responsibilities:

 

  • Responsible for overseeing the successful delivery of a project to the client’s satisfaction and within agreed upon scope and timeline.
  • Responsible for maintaining or exceeding sold-at margins
  • Maintain the highest levels of referenceability, retention, and overall satisfaction across portfolio of assigned accounts.
  • Build strong client relationships at the executive level – partnering and advocating for them internally, and establishing a trusted advisor role with each client.
  • Develop and actively maintain a detailed pipeline, forecast, and strategic account plan for each assigned account. 
  • Proactively identify and close new business opportunities within assigned accounts. This is a revenue recognition role with an assigned quota.
  • Take ownership of contract/SOW process for assigned accounts.
  • Strategic thought leader on accounts, working with clients to define business KPIs, goals and objectives for brands
  • Manage client escalations and conflict resolution flawlessly.

Experience Guidelines:

 

  • 5+ years work experience in a client facing customer success role in an eCommerce-focused professional services environment.
  • Project Management experience highly desirable
  • Experience authoring SOWs and Change Orders
  • Familiarity with Support and Maintenance Services preferred
  • Experience with eCommerce platforms such as SAP Hybris, Magento, and/or Salesforce Commerce Cloud preferred. Experience with Adobe suite products a plus.
  • Accountability for budget or client revenue of $4mm+
  • Experience leading teams with multiple discipline representation (especially technology, creative, and strategy)
  • Demonstrated ability to communicate, present and influence credibly at all levels of the organization including senior executives.
  • Strong communications skills, with experience in proposal, business case, and statement of work development.
  • Travel required as part of this position for client meetings.
  • Required: US Citizen or Permanent Residency


Think you've got what it takes?

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