Precision eControl is a wholly owned ancillary business of Vorys, that provides integrated software solutions to help brands control the sales of their products in the age of eCommerce. We have represented more than 300 brands, including many of the world’s largest companies. Precision eControl’s full scope of services allows us to provide a truly comprehensive approach that delivers unique business value. Position Summary: The Customer Success Manager II is a strategic and supportive partner for our customers, focused on building loyalty to ensure long-term customer retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals. The Customer Success Manager II will also lead project efforts surrounding the enablement and efficiency in our onboarding process, customer support structure and product development needs. At this time, candidates who would work in the following states will not be considered for this role: VT, RI, NY, NJ, NH, MI, ME, MA, DE, CO, CT, CA, and AZ. Essential Functions: • Own the entire relationship with assigned customers, including onboarding, implementation, training, adoption, product recommendations, retention, and satisfaction. • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services to customers and Vorys eControl team. Communicate effectively with both internal and external senior managers and leaders to better understand customer needs, maximize retention and growth, and share learnings. • Serve as project lead for efforts surrounding increasing customer onboarding efficiency, establishing operational standards and best practices for standardized customer support, VOC into product development cycle and other initiatives to further enhance the CS team effectiveness. • Maintain and analyze existing customer-success metrics and data as directed. • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both. Collaborate, problem-solve, and/or strategize with the Product team to effectively solve customer’s problems. • Review the customer journey, determine how it’s supported, and use a consultative approach to help customers overcome issues and achieve their goals. • Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables. • Work with sales and marketing teams to boost customer referrals and develop case studies. Knowledge, Skills and Abilities Required: • Proven work experience as a Customer Success Manager or similar role • Experience working in eCommerce, Amazon Marketplaces and/or Minimum Advertised Price Policies • Experience working with brand image and promoting value through customer experience • Ability to build credibility and trust by understanding and addressing customer requirements • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises • Ability to work with online marketplace/ecommerce data, identify/define opportunities for/inhibitors to sales and profitability growth by establishing facts, drawing conclusions and translating them into meaningful, valuable, actionable insights presented in a professional, easy to understand and compelling way • Ability to leverage advanced analytical concepts to improve business outcomes • Knowledge of project management tools • Strong listening, planning, analytical, project management, decision-making, written and verbal communication and consulting skills • Detail and big picture oriented • Analytical and process-oriented mindset • Ability to work effectively across multiple departments in a deadline-driven environment • Active team player, self-starter, and multitasker who can quickly adjust priorities Education and Experience: • Bachelor's degree in related discipline. • 3-5 years of experience in similar field. • Minimum of three years of experience in account management, customer success, or related field preferred. Equal Opportunity Employer: Precision eControl (PeC) does not discriminate in hiring or terms and conditions of employment because of an individual’s sex (including pregnancy, childbirth, and related medical conditions), race, age, religion, national origin, ancestry, color, sexual orientation, gender identity, gender expression, genetic information, marital status, military/veteran status, disability, or any other characteristic protected by local, state or federal law. PeC only hires individuals authorized for employment in the United States. Precision eControl is committed to providing reasonable accommodations to qualified individuals in our employment application process unless doing so would constitute an undue hardship. If you need assistance or an accommodation in our employment application process due to a disability; due to a limitation related to, affected by, or arising out of pregnancy, childbirth, or related medical conditions; or due to a sincerely held religious belief, practice, or observance, please contact Julie McDonald. Our policy regarding requests for reasonable accommodation applies to all aspects of the hiring process. #PrecisioneControl