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Job description
What We Do?
– Maker is an engagement platform built from the ground up to help deliver the richest, most compelling content for commerce. We help online retailers and brands enhance existing websites with compelling content, dramatically increasing engagement, conversion and revenue growth.
– We’ve combined the best of design, web-publishing and analytics tools in a single platform that can enhance any existing site with 10x richer content with zero code, development cost or risk.
– Marketers and designers use our software to create, source, publish & optimize interactive content for their product pages, landing pages, lookbooks, blog posts, user-generated stories and more.
– Our customers include Sony, Diesel, Ghurka and many others. Checkout maker.co to discover stories behind 2000+ brands and their products.Who We Are?
– We are a seed stage company, headquartered in San Mateo, CA.
– In the increasingly hard battle for consumer attention, we believe experience really mattersand are inspired to create technology that can dramatically elevate web contenteverywhere.
– We’re a team of problem solvers and makers who seek out others who are also passionateand relentless at their respective crafts. We work hard and push the boundaries of what’spossible, because we genuinely want to be best in class at whatever they do.
– If you join us, we’ll give you ownership and challenges, and the support andencouragement to grow and help shape the next phase of our company. Website: www.maker.co
Job Description for CSM role at Maker Inc.
What You’ll Do:
As a Customer Success Manager, you’ll be responsible for ensuring our customers are able to use our platform and achieve desired results regularly. As your customers’ main POC you’ll take a proactive, solutions-based approach, and work towards helping them achieve their goals.
– Build a trusted relationship with our clients, serving as their primary point of contact at Maker
– Coordinating onboarding, training, quarterly/annual business reviews, and serving as a liaison with customers regarding new product launches & opportunities.
– Guide our clients through the implementation process, working to ensure smooth communication between the client and the Maker team
– Strategize with customers for deeper utilization of the tech products and features
– Monitor key account health metrics for each of our clients, and reach out to improve thedelivery of digital assets and conversion
– Engaging and coordinating internal groups as needed, to meet revenue targets &maximize customer retention and adoption.
– Identify and escalate any technical issues or product bugs to the engineering team
– Communicate with our clients across a variety of channels, including Slack, Zoom,Intercom, and email.
Required Skills:
– 2 yrs+ of working experience with ecommerce companies
– 3 yrs+ of working experience in IT customer service/support roles at a SaaS company
– Well versed with Shopify integrations, technical requirements with at least 2 yrs+ ofexperience working on Shopify related products
– Ability to pick up, learn, and quickly become knowledgeable in SaaS tech concepts.
– Experience working with data-driven strategy, managing up-selling/cross-sellingopportunities & working with revenue targets.
– Extraordinary interpersonal communication and presentation skills.
– Outgoing, positive, and energetic personality with a consultative mindset
– Design background preferred
Timings:
IST Monday to Friday 9 am- 7 pm. Fully remote role
