Senior Implementation Success Manager, commercetools
$130-180k
+ Stock option package
eCommerce provider
Job no longer available
eCommerce provider
501-1000 employees
Job no longer available
$130-180k
+ Stock option package
501-1000 employees
Company mission
The leading composable commerce platform that arms you with the essential tools to evolve, build, and scale at your own pace
Role
Who you are
- Must have the ability to undertake rigorous discovery across senior and tactical customer teams
- Sufficient technical expertise to communicate business requirements in technical language to engineers and help resolve business blockers
- 5+ years of experience in technical consulting, project management and/or solutions architecture
- Recent and relevant retail or e-commerce experience is required
- Experience in at least one commerce implementation, either with commercetools or a comparable solution
- A blend of business and technical knowledge to work with the different types of customers
- A confident and convincing appearance with a high degree of customer orientation
- Willingness to travel (approx. 10%)
- Very good communication and presentation skills
- Structured and effective working style, both independently and in a team
- Team player who loves to work in an international and growing tech company with onsite as well as distributed team members across the globe
What the job involves
- We are looking for a new addition to our Customer Success team in Boston, MA, Durham, NC, or the New York Metropolitan area
- This is a critical role for commercetools and for our customers and their efforts to launch their leading e-commerce solutions to production
- This is a great opportunity to influence a diverse set of customers and stakeholders and drive tangible success
- As a trusted advisor, you will act as the implementation program counterpart to customer stakeholders delivering on their e-commerce solutions
- You will guide customers and system integrators through implementation toward value realization through the successful use of our products in the shortest time possible
- You will be part of our customers’ decision-making process as it relates to their implementation, covering their technical architecture, products leveraged, project methodology, and timeline
- As the first Implementation Success Manager, you will be hands-on and will drive the core Implementation Success function
- You are able to separate what's important from what's urgent and find the best path forward among multiple scenarios, earn the trust of stakeholders, and improve the efficiency of our cross-functional organization
- Undertake discovery and use your expertise to consult with the customer and advise on suitable solutions for their needs, confidently drawing examples and comparisons based on experience so that you can pre-empt potential challenges
- Formulate best-practice implementation strategies for our customers by creating a blueprint and where required incorporate the customer's vision and goals in an actionable and trackable plan that follows the appropriate project management methodology
- Leverage your e-commerce, technology, and business acumen to understand and anticipate business and technical requirements and, with this, guide the required architecture by clearly articulating product value
- Partner with the customer and system integrators to recommend changes, decide on tradeoffs, clarify dependencies, and prioritize
- At a senior level, you will lead steering committees as well as track the progress of the program day to day
- Manage any issues that arise during the implementation including product bugs, blockers as well as program risks, and you will provide supporting mitigation strategies
- You will be responsible for a portfolio of programs and own the communication and documentation of project status
- From your unique position working closely with the largest customers, you will serve as an important advocate for customer needs, relaying information back to sales, product organization, support, and others
- Work with the wider Customer Success team to upsell client engagements where appropriate
- Provide governance and stakeholder management, be the point of contact for all escalations, and provide clear visibility to client and internal stakeholders on the progress of work
Our take
eCommerce software simplifies complex processes and helps companies effectively manage their inventory, calculate taxes and perform other business-related functions. While companies like Shopify have addressed the needs of smaller retailers, commercetools has built its business around catering to enterprises' specific needs and large investment budgets.
The company provides APIs that can be used to build customised payment, check-out, social commerce, marketplace and other services. It powers billions of sales annually for its customers, which have included Audi, AT&T, Danone, Tiffany & Co., and John Lewis.
In 2021, commercetools acquired the frontend platform, Frontastic, to build a broader portfolio of commerce technology services. In 2023, commercetools scaled the availability of its tools in mainland China, marking the first cloud-native commerce solution to ever expand into the country, a significant expansion, seeing as the nation is the largest single eCommerce market worldwide. Though it now faces more competition in the form of Shopify and other growing competitors - as well as the threats of international tariffs, commercetools continues to innovate in the headless commerce space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Sep 2021
$140m
SERIES C
Oct 2019
$149.9m
LATE VC
Total funding: $307.7m
Company benefits
- 100% covered premiums for medical, dental, and vision insurance for you, dependents, and spouse/partner
- Generous time off package including PTO, parental leave, company holidays, sick time, and volunteer time off
- Monthly health membership and phone stipend
- Compensation benefits including 401K company match and an annual professional development stipend
- Flexible, family-friendly working hours - we are a remote first company
Company HQ
Schwabing-West, Munich, Germany
Leadership
Dirk Hoerig
(Founder, Board Member & CIO)Previously co-founded and served as Managing Director for Xoanon. Sits in the Board of Directors as Executive Chairman for commercetools, Inc.
Denis Werner
(Managing Director)Previously acted as a Working Student for Management Consulting Group and as a Diploma Student for Oracle. Was one of the founders of Xoanon.
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