Customer Success Manager

 (3+ years exp)
Published: 4 weeks ago
Avatar for Tradeswell

Tradeswell

Ecommerce is booming, but the economics are broken

Job Location

Job Type

Full Time

Visa Sponsorship

Not Available

Relocation

Allowed

Hiring contact

Haley Ulloa

The Role

About Tradeswell:
Tradeswell is the operating system for real-time commerce. We're on a mission to empower growth by making eCommerce actions more informed, more coordinated, faster, and more profitable — for everyone. We do this through our quantitative trading platform that uses real-time algorithms and AI-derived insights, to reveal and execute the optimal actions companies need to grow. We put the power of data science at the fingertips of our customers, empowering their decision-making and giving them unprecedented control.

The Opportunity:
You will be responsible for setting the Customer Success strategy – including, but not limited to, overseeing multiple customers and serve as the primary point of contact. The ideal candidate thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted strategic partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, and growth.

What we’re looking for:
Tradeswell is looking for a customer success manager who can lead customer onboarding, retail strategy, and advertising optimization across a defined book of business. The CSM will be the primary liaison between the customer and Tradeswell. The CSM will work closely with the operations and product team to deliver customer feedback on Tradeswell’s platform to ensure continuous product refinement. The CSM will be responsible for delivery of monthly business reviews and workshops with customers enabling client adoption and growth.

What you’ll own:
Ownership is a combination of trust, responsibility, and personal accountability. You will be a master of your work, empowering your customer to achieve both career and business success, ultimately aligning Tradeswell’s growth with customer growth. You’ll be the owner of the following:

Work closely with brand teams and Tradeswell’s Operations team during onboarding to achieve:
Comprehensive understanding of a brand’s ecommerce objectives.
Gain a deep understanding of online retailers where customer products are sold.
Gain a deep understanding of the shopper marketing initiatives being employed.
Perform a competitive analysis of the category(s) where customers participate.
Use the Tradeswell platform to deliver monthly customer business reviews.
Deliver monthly customer workshops to educate customers on how to properly take action on Tradeswell’s insights.
Expedite successful adoption of Tradeswell’s tools.
Oversee advertising investments on behalf of customers using the Tradeswell platform.
Collaborate with Tradeswell leadership and sales teams on customer upsells and contract renewals.
Serve as the voice of our customer to Tradeswell’s internal teams.
Collaborate with the Product and Operations team to share customer insights that inform future product developments.

The Skills Needed:
2-3 years experience at a SaaS based solution or an ecommerce team at a DTC company or brand manufacturer
Undergraduate degree required, Graduate degree preferred (MBA/IT/Data Science)
Ability to provide exceptional customer success management
Strong critical thinking with a bias for action
Intellectual curiosity
The ability to be a tactician and a strategist simultaneously
Excellent Microsoft Office proficiencies particularly within Excel and PowerPoint
Excellent Interpersonal skills
Excellent analytical skills
Good understanding of shopper marketing concepts
Good understanding of the retail value chain

Career Opportunity
Yes, you will find personal and professional growth at Tradeswell, but you will also find ample career growth opportunities. We promise to see you always as who you can be, not just what you’ve been before.

Our core values:
These are some of the values we live by, as a company. We work by them, too: we're building a platform and products we believe in — knowing there is real value to be gained from helping brands and traders, wherever they are, orchestrate their business and bring their success as traders, to the brands that they are bringing to consumers.

Unapologetically Bold
We're the best at what we do. And we're not shy to tell other people about it. Because we have confidence in the ability of our team and our technology, we'll jump at opportunities with passion.

Trust the Math
We believe that deep statistical machine learning can improve the performance of just about anything. We come to work every day to predict what will happen tomorrow using AI. We create platforms and systems that manage and deliver sophisticated models to deliver algorithmic e-commerce trading growth and success.

Elegant Solutions
Our focus provides clarity, to our teams, our clients, and our partners. Applying empathy to our insights provides sophistication and candor to the intelligence we surface, growing our business and those we work with.

Integrity when it matters (always)!
We do the right thing. Even when no one's watching. We go the extra mile rather than cut corners. We do what's right, even when it's easier not to.

Black Boxes be GONE
We're all about giving our customers the right information to make the best choices. We are democratizing intelligence. We don't hide anything from them. Instead, we're radically transparent.

The Power of Together
We are a team, and we team with others in the ecosystem - clients and partners - to build a better model for real-time commerce. We deliver our employees, partners, and customers a valuable career growth experience, and are champions of the discipline of ecommerce trading.

Benefits of Working at Tradeswell:

Working and thriving
We want people to thrive at Tradeswell; we believe you do your best work when you feel your best. Here are just a few benefits we're proud to provide our team.

Growth Grant
Receive a monthly stipend you can use towards personal growth. That means anything — a gym membership, your pet sitter, books, a meditation routine. Whatever matters most to you.

Health & Wellness
Pre-Tax medical, dental, and vision for you and your family, with a healthy contribution from Tradeswell.

Parental Leave
A lot of us have families, of all shapes and sizes and types, and we welcome each new addition with generous parental and new child bonding leave.

Happy Weekdays
A meeting-light culture with data-driven meetings, guest speakers, and opportunities to get to know your team better through things like weekly catered lunch, Socials, and game nights. But we don't stay in the office 24/7.

PTO – Unlimited

More about Tradeswell

Founders

Paul Palmieri
CEO, Co-Founder • 3 years • 4 years
United States
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Haley Ulloa
Founder • 3 years
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Ron Puggi
Founder • 3 years
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Go to team image

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