Merchant Customer Success Manager

February 17

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $90k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Fulfil.IO

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Fulfil. IO is an integrated ERP (Enterprise Resource Planning) platform designed to optimize and streamline business operations for retailers and wholesalers. It offers solutions for financial management, order management, inventory management, warehouse management, and manufacturing, with a focus on real-time data and automation to improve efficiency. Fulfil. IO connects seamlessly with sales channels, 3PLs, and shipping carriers, ensuring smooth data flow and operation. The system is flexible, scales with business growth, and includes robust security measures, allowing businesses to integrate various operations into a single platform effectively.

SAAS • Purchase Order Software • ERP • eCommerce

11 - 50 employees

🏢 Enterprise

🛒 Retail

☁️ SaaS

💰 Seed Round on 2017-01

📋 Description

• In the Merchant Customer Success Manager role at Fulfil, you will work with our merchants to help them run their e-commerce business. • You will serve as the trusted point of contact for a set of accounts, starting at the point of sale and through their entire journey with Fulfil. • You will help them with product adoption as well as getting the best value out of our solution. • To help our merchants achieve their outcomes, Customer Success Managers need to have a strong understanding of the Domain and Product. • The Domain we play in includes E-commerce, retail, online marketplaces like Amazon and platforms like Shopify which is what most of our merchants use to run their business. • Having great Product knowledge is also key so candidates who have worked with ERPs or other adjacent technologies tend to have a lower learning curve. • Communication and Stakeholder Management are essential to any customer-facing role so these are the four pillars that make up the core competencies of account management at Fulfil. • To achieve the optimal customer outcome, you’ll work closely across Fulfil’s implementation, product, and support teams. • Part project manager, consultant, product expert, and account manager, you will be continually focused on helping our merchants build efficient businesses at scale. • Fulfilians tend to be a heterogeneous bunch, with different personalities, hobbies and interests but if there is one characteristic we look for in all of our hires it is curiosity. • The people who want to learn and learn fast tend to do well here.

🎯 Requirements

• Relevant work experience in a customer-facing customer success or account management position; ideally enterprise B2B SaaS sales (5-6 Figure Contracts) • Domain knowledge with hands-on familiarity with ERP, WMS, or other relevant tools (inventory management, planning, procurement, shipping, etc.) is a bonus • A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days • Ability to communicate in a clear, concise, and professional manner (written and verbal) • The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion • Experience in using Salesforce • The ability to Travel to customer sites in North America 20% with limited notice • Nice to Haves: Experience with e-commerce technologies like Amazon or Shopify Plus or other supply chain SaaS