Customer Success Manager, Narvar
Mid-Market (Shopify)
Customer experience platform that helps retailers inspire long-term customer loyalty
Open for applications
Customer experience platform that helps retailers inspire long-term customer loyalty
201-500 employees
Open for applications
201-500 employees
Company mission
To empower retailers to engage consumers, optimize operations, and drive business growth through data-driven, personalized post-purchase experiences.
Role
Who you are
- Minimum of 5 year’s experience as a Customer Success Manager working with demanding SMB and mid market-size accounts
- Experience managing a large book of business with known strategies of using automation, tools and meetings to drive meaningful change with clients
- Deep understanding of Shopify features and experience working with Shopify retailers
- Understanding of how Shopify works with other ERPs, WMS platforms. Ability to guide Shopify retailers in making the best use of the Narvar products and features
- Deep understanding of retail, e-commerce, and logistics
- Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail
- Influence product, success, support, and sales teams to get things done
- Enjoy working in a fast-paced environment and have strong project management and communication skills
- Superb client-facing skills and radiate enthusiasm, high energy, poise, and confidence
- Articulate the value proposition of a technology platform to meet client needs
- Experience working within a Customer Success Platform (ie Gainsight, Churn Zero, Catalyst, etc) to manage book of business at scale
- You have a BA/BS degree or equivalent experience
- Familiarity with data analytics and reporting tools such as Looker, Google Data Studio, and Tableau
What the job involves
- Narvar is Growing! We are hiring Mid-Market Shopify Customer Success Managers to help us empower top brands to reach their business objectives. In this role, you will own the success of industry-leading brands on the Narvar platform. You will develop collaborative relationships to drive strong user adoption and excellent retention rates for Narvar’s solutions, demonstrating value every step of the way
- You will deeply understand your customer’s business and use cases and act as an extension of their team. With enthusiasm and clarity, you will make data-driven recommendations to improve their customer experiences and drive ROI. Our clients include some of the most iconic brands in the world and they expect the highest level of professionalism and expertise
- Own the health and success of your customers from go-live through to renewal and expansion
- Proactively engage your clients at the right times to demonstrate value and identify opportunities for growth and advocacy
- Use data insights to track client health, and forecast and mitigate risk of churn
- Provide technical guidance and support on product features and functionalities
- Contribute to the scalability of the customer success team through automation and process optimization
- Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers
- Partner with sales counterparts to ensure renewal and expansion opportunities are planned, forecasted and actioned efficiently
- Collaborate with cross-functional teams to address technical or operational challenges promptly
Our take
The process that retailers go through to deliver products to customers is becoming increasingly complicated due to convoluted shipping networks and a global customer base. This means customer experience suffers as retailers must offer an overwhelming range of delivery options. Narvar aims to improve this situation with an integrated delivery and returns platform for retailers, providing analytics on client data to the retailer and optimizes shipping channels for customers.
Narvar is a market leader in this sector, active in almost every country and territory worldwide and having made more than 2B shipments since its founding in 2012. Its post-purchase customer experience platform is used by over 1,500 companies including household name retailers such as Sephora, GAP and Levis, among many others.
Narvar has secured many strategic partnerships such as linking up with Rise.ai, a leading gift card and store credit platform. This allows stores to simplify returns by enabling merchants to issue Rise's store credit as part of the returns process. While Narvar is currently focused on retailers providing shipping solutions for their customers, the company plans to expand to offer a B2B product in the near future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2018
$30m
SERIES C
Jun 2016
$22m
SERIES B
Total funding: $64m
Company benefits
- Grow and thrive: Feel empowered to take responsibility and ownership. Gain valuable mentorship, grow professional, and expand your skill set.
- Recharge and be well: Our benefits are designed with you in mind, offering comprehensive health, vision, and dental plans, generous parental leave, and flexible time off to support your well-being.
- Hybrid work: We consider the San Francisco Bay Area home, but the Narvar family extends across the globe to cities like Atlanta, New York, Bangalore, and London.
- Stay connected: Connect with fellow Narvarians who share your passions -from fitness tips to whisky club and everything in between. Celebrate big wins and everyday moments through regional and global company gatherings.
- Health insurance
Company HQ
Downtown, San Mateo, CA
Leadership
Amit Sharma
(Founder)Amit is a hands-on executive with expertise in multi-channel retail and supply chain operations. They have over 18 years of industry experience and their thought leadership in shipping and delivery is still reverberating through the halls of Apple and Walmart.
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