Customer Success Manager - job 1 of 2

CUSTOMER SUCCESS MANAGER

At eko, we are building the world's most fulfilling shopping experiences. We are a choice-driven content creation, publishing and e-commerce platform, where brands can build immersive worlds and inspirational shopping journeys with interactive, live-action video. Our clients include Walmart, P&G, Mattel, Coca-Cola, LEGO, and more. Now, we're seeking a Customer Success Manager who is passionate about working on the cutting edge of tech, eCommerce and entertainment to help us build human-centered shopping experiences.

As our Customer Success Manager, you will manage the formation of eko's first customer success function. Reporting in to the Director of Customer Success and Revenue Ops, you'll make sure we're ready with best in class customer experience for our launch this year. You'll partner with our revenue operations, sales, and marketing teams to onboard our design partners who are helping us refine our MVP, and be ready for our first paying customers in the second half of the year.

WHAT YOU'LL DO...

• Manage the initial set-up of eko's customer experience function which will include establishing procedures, knowledge management systems and feedback channels
• Identify, select and onboard scalable tools and outsourced partners to help eko provide exceptional customer support
• Drive deep relationships with eko's first platform customers, ensuring they achieve a positive ROI, continue to deepen their work with eko and turn into platform evangelists
• Work with product teams to share insights garnered from direct customer interactions
• By the end of 2022, own an onboarding target for time to value and a revenue target for upselling

OUR DREAM CANDIDATE HAS…

• 4 years of experience in managing external customer success teams preferably in B2B e-commerce, including budgeting, staffing & resource planning to achieve target SLA and customer satisfaction experiences
• Strong business acumen with a proven track record in a selling role, preferably in a B2B digital industry
• Ability to problem-solve and use stellar interpersonal skills to communicate solutions & influence outcomes
• Ability to manage multiple projects at one time, prioritizing within long-term and short-term deadlines
• Agility needed in a dynamic start-up environment

WHO WE ARE

At eko, we believe in a creative approach to everything, no matter what role we're in. We believe in meaningful choice, at work and in life, and know our workplace only gets better when people can bring their whole selves to the office. We're software developers and spray paint artists, poets and producers, fantasy sports fans and financial whizzes, chess-heads and UXperts, pop culture nerds and product managers, data wizards and yoga instructors. We have as many stories as we do people, and we can't wait to hear yours.

Eko is also committed to building a diverse, equitable, and inclusive workforce, so we can represent everyone trying to build a more creative future. We are an equal opportunity employer, and consider all candidates for employment regardless of race, color, religion, sex, national origin, age, disability, marital status, military or veteran's status (including protected veterans), sexual orientation, gender identity, or other protected class. We're based in NYC with offices in Tel Aviv.