Senior Customer Success Manager, Nosto

• 3+ years of experience in CSM
• Combination of an analytical mindset (distilling big challenges into core components) coupled with a creative spirit (seeing multiple possible solutions)
• Deep understanding of E-commerce, its ecosystem (e.g. Platforms), and drivers (e.g. Conversion rate optimization)
• Experience with Shopify Plus Merchants
• Excellent communication skills: active listening, persuasive writing, and presenting
• Ability to challenge clients' assumptions while maintaining absolute service-mindedness
• Ability to balance competing priorities and manage several time-sensitive issues with minimal direction in a fast-paced environment
• Fluent English

Desirable

• Utilizing behavioral data, deep integrations, machine-learning technology, and automated workflows, the Nosto Commerce Experience Platform makes it easy for brands and retailers to quickly deploy fully personalized commerce experiences at scale
• As a Senior Customer Success Manager at Nosto, you’ll be solving one of the biggest challenges brands and retailers face today: How to offer customers relevant and authentic shopping experiences that drive results
• We proudly foster a positive, diverse and supportive culture
• We believe in always listening to our customers and achieving big things by accomplishing something small every day
• Nosto is looking to hire a Senior Customer Success Manager to join our New York team
• As a Senior Customer Success Manager, you will be part of the commercial team in North America
• You will liaise with both Sales and the Product Team – guaranteeing the growing international Nosto clientele a professional experience with Nosto and maintaining Nosto’s position as the global leader in personalization
• You act as a consultant to enterprise merchants, making sure the highest standards are met
• You will work in close collaboration with the customer to deploy high impact Nosto campaigns across Nosto Site Search, Merchandising, Product Recommendations and Content Products
• You are the first point of contact for all matters Nosto related including issue resolution
• Data analysis and interpretation are no strangers to you and you take pride in your retention metrics
• As Senior CSM you might be asked to represent Nosto and this might include hosting webinars on Nosto and CRO, producing material on personalization and involving yourself in product improvement projects as well as providing technical support for customers’ tech teams and joining trade shows
• Empower our customers to reach their goals using Nosto’s Search and Personalization Platform, Visual UGC, data-based strategy suggestions, and our partner network
• Own the entire customer lifecycle after onboarding, including training, retention, growth & satisfaction
• Engage a portfolio of clients and build personal relationships with key people in the organizations
• Identify and act on win-win opportunities for additional client investments
• Relay valuable feedback and insights from the market to the product team
• Deliver keynotes and webinars on different aspects of personalization
• Improve both customer-facing and internal processes
• Create customer heroes & advocates, and work proactively with marketing to tell their story