Senior Customer Success Manager, Nosto

• 3-5 years of experience in a customer experience facing role
• Deep understanding of E-commerce, its ecosystem (e.g. Platforms), and drivers (e.g. Conversion rate optimization)
• Combination of an analytical mindset (distilling big challenges into core components) coupled with a creative spirit (seeing multiple possible solutions)
• 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 & French

Desirable

• Nosto is looking to hire a Senior Customer Success Manager to be part of the commercial team in the EMEA & APAC region
• As a Senior Customer Success Manager, you will liaise with Sales, Partnerships, Regional Marketing 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 will work closely with merchants using Nosto throughout their implementation, offering strategy and best practice guidelines.
• You act as a consultant to the merchant, making sure best practices are followed. This includes hosting webinars on Nosto and CRO, producing material on personalization and product improvement projects and providing strategic support for merchants & agencies
• Empower our customers to reach their goals using Nosto’s 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