Senior Customer Success Manager in a tech/SaaS firm developing customer relationships. Managing a portfolio, acting as a strategic partner and ensuring customer benefit in hybrid role in Stockholm.
About the role
- Partner Success Associate managing dropship accounts at Stadium Goods. Cultivating supplier relationships to enhance growth and engagement.
Responsibilities
- Directly manage core dropship accounts, serving as the primary point of contact for all account-related matters. Strive to enhance relationships through value-added services to drive retention, growth, and loyalty.
- Achieve account-specific supply targets and related KPIs.
- Coordinate catalog production flow for the Dropship business with cross-functional partners, ensuring all approved products have a scheduled production timeline.
- Create and send personalized communications to suppliers informing them of product insights, active promotional programming, and key supply opportunities.
- Partner with the Business Development Manager to improve and elevate the experience for new suppliers and partners.
- Work closely with Supply leadership on individual monthly, quarterly, and annual planning activities, tracking results against forecasts, and identifying new business opportunities to help suppliers sell more with Stadium Goods.
- Maintain up-to-date knowledge on each partner's status and future buying plans to assess full online potential and further growth opportunities.
- Ensure excellent service and follow-up is given to partners, working with Operations, Catalog, and Ecommerce teams to improve all service KPIs and meet customer expectations.
- Drive partner engagement by developing relationships with partner decision-makers and managing partner health throughout the lifecycle.
- Manage partner adoption and training of best practices to improve efficiency.
- Work quickly and diligently to resolve any issues for each dropship supplier.
- Attend events as required to aid business development and act as a Stadium Goods brand ambassador.
Requirements
- You are an experienced professional with a proven track record in customer success, loyalty programs, or other program management initiatives.
- You possess a solid understanding of the streetwear and sneaker market, with the ability to offer insights on current and emerging trends.
- You are passionate about creating customer value and have experience in contributing to transformational change.
- You are a collaborative team member, capable of working effectively with local, remote, and cross-functional teams.
- You are an excellent relationship builder, adept at actively listening to customer needs, influencing stakeholders, and incorporating constructive feedback.
- You are a hands-on problem solver, able to translate complex ideas and systems into clear, actionable plans for internal and external stakeholders through effective communication.
- You are skilled at interacting with various levels of the organization and across diverse global cross-functional teams.
- You have a growth mindset and the ability to evaluate multiple risk factors when making recommendations for program expansion.
Benefits
- Medical, dental, vision, with flexible spending account
- 401K plus company match, PTO and volunteer days
- Wellness, and cell phone reimbursements
- Family Lunch, catered weekly when in office
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