ChannelAdvisor Corporation

Manager, Client Services

Job Locations US-NC-Morrisville
ID
2022-3801
Category
Services
Type
Full-Time

Overview

                                                “It all starts with people.”

Inside every company, behind every brand­—while business success is often measured in profit, it has always been powered by people.

At ChannelAdvisor we firmly believe people are the heart of any organization—including our own. That’s why a career at ChannelAdvisor provides much more than simple pay and perks. We’re dedicated to empowering people, solving tough problems, and helping careers flourish inside & out.

The Manager of Client Services manages a North America (NA) e-Commerce marketplaces team of client strategy managers and associates.  In this role, the Manager of Client Services will have the overall responsibility of driving and aligning strategies for corporate and department objectives while setting strategic direction for the team, client KPI attainment, process creation, team coaching, development and performance management. 

The Manager will be responsible for providing exceptional client service and program management, in-depth program knowledge, and operational excellence for their assigned book of business, with a focus on helping large Brand and Retail sellers drive their strategic e-commerce transformation. The Manager will be accountable for driving client satisfaction, retention and expansion through the strategic direction and leadership of the Managed Marketplaces team. He/she will proactively consult with external clients, sales, services and account management teams with a maniacal focus on exceeding commitments for client expectations and internal team goals. This role will also have overall project and process operations responsibilities for Managed Services.

Responsibilities

This role reports to the Senior Director of Managed Services within our Global Services organization.

Responsibilities include:

  • Lead team of Team Leads, Client Strategy Managers, and Associates within the US Managed Services team 
  • Ensure service delivery meets high quality standards for all Americas client relationships, based upon defined KPIs
  • Meet/exceed plan commitments for client expansions.  Manage/reduce client churn, contractions and credits through relationship building, industry expertise, and team leadership
  • Provide structure and direction to the team on processes including forecasting, SalesForce usage, campaign management, and data-driven decision-making  
  • Develop and nurture strong cross-functional relationships throughout ChannelAdvisor
  • Provide data driven analysis and reporting to senior leadership
  • Hire, coach, and develop top talent to support our customer goals
  • Maintain close relationships with key accounts and ensure customer satisfaction. This will be achieved through regular and consistent communication and on-site or virtual visits with client contacts in a proactive capacity
  • Communicate effectively at all levels, up to high-level executives both internally and externally, both formally and informally
  • Deliver on strategic and execution responsibilities in a skillful and professional manner, while building a strong delivery team to achieve customer growth targets and results
  • Identify opportunities for process improvement and implement solutions

Qualifications

 

If you are someone who appreciates a corporate culture of: Teamwork, Innovation, Meaningful Challenges, and a People First attitude, and you share our values of: Passion, Curiosity, Collaboration, Persistence, Accountability and Integrity, then come join us!

 

Candidates for this role should possess:

 

  • BS or BA degree required
  • A minimum of 5 years in a customer-facing client services management role
  • Experience successfully leading a high performance team with tight deadlines and an attitude demonstrating accountability
  • Strong business acumen and a track record of exceeding client expectations and goals
  • Results oriented leader with ability to develop and execute strategies
  • Experience in leading and driving change management initiatives
  • Experience managing partnerships and vendors
  • Experience providing advice and strategic direction senior level clients at large brands and retailers
  • Data driven approach with proficiency in quantitative analysis, reporting and recommendations
  • Proficiency using Excel and MS Office applications
  • Experience and proficiency in conducting demos of web-based applications (SaaS)
  • Strong customer service orientation and a proven ability to establish and maintain long-term relationships  
  • Prior experience with at least one segment of online shopping/marketing channels, such as Marketplaces, Search or Comparison Shopping is a plus. (Preferred)

The ChannelAdvisor Experience

Together We Win

We take a whole-person approach to engage and support our ChannelAdvisor team. We believe the diversity of our global team is an advantage. If you’re curious, innovative, determined, and customer-focused, then you’ll love the challenge and rewards of collaborating as a team to help our customers win. We offer competitive salaries, commission, and short-term incentive programs that recognize your hard work and results. Because when our customers win, we win. And when we win, you win.

Work Where It Works

You’ll have the flexibility to have a working arrangement that works best for you, and serves the needs of our customers and our business. With your manager, you’ll decide on a schedule and work location that sets you up for success. You can choose to work in the office of your assigned location, your home office or both. And if things change, no problem. Just work it out with your manager.

Take Time to Recharge

The ChannelAdvisor team has a passion for going above and beyond. Taking time away to recharge is important so you can bring your best. We offer programs that provide you flexibility and time away. We offer competitive health care and wellness programs, generous paid time off and programs for new parents that help you make work fit into your life — and not the other way around.

Give Back To Our Communities

We care about our communities. Our Day to Give Back provides you one day each year to volunteer in your community for an organization or cause that is important to you, and therefore, important to us too.

We’re Growing, Come Grow With Us

We’re growing. So that means there are opportunities for you to grow too. We work to create an environment where everyone who is committed, works hard, and delivers results can thrive and grow. You can connect with one of our employee resource groups and support our diversity, equity and inclusion task force, network with like-minded ChannelAdvisor team members, and showcase your leadership skills. Our focus on internal career growth is intentional. Our professional development stipend and learning and development offerings help you build the skills and connections you need to move forward in your career. Plus, our Leadership Academy offers in-house management development classes to grow our leaders from within.

 

ChannelAdvisor offers equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran or military status and other protected class characteristics.


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