Customer Success Manager - Ecommerce

Summary

Pipe17 is seeking an experienced EDI On-boarding Customer Success Manager to join their team. The role involves guiding customers through the EDI testing and Pipe17 configuration process, collaborating with cross-functional teams, developing customer relationships, managing project timelines, providing training, acting as a customer advocate, and troubleshooting technical issues. A Bachelor's degree in Business Administration, Information Technology, or related field, 3 years of experience in customer success and/or project management, and solid understanding of EDI processes are required.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or related field
• Minimum of 3 years of experience in customer success and/or project management, with significant experience in the e-commerce industry
• Solid understanding of Electronic Data Interchange (EDI) processes and standards, with experience in onboarding and managing EDI implementations
• Strong project management skills, with the ability to manage multiple projects simultaneously and meet tight deadlines
• Excellent communication and interpersonal skills, with the ability to build rapport and credibility with customers and internal stakeholders
• Proven ability to problem-solve and troubleshoot technical issues, with a customer-centric approach to delivering solutions
• Experience working with cross-functional teams and collaborating effectively to drive customer success

Responsibilities

• Serve as the primary point of contact for customers during the onboarding process, guiding them through the EDI testing and Pipe17 configuration process
• Collaborate with cross-functional teams including Sales, Product, and Development to ensure seamless onboarding and integration of customer EDI requirements
• Work with and oversee / manage partners who we are looking to bring on for outsourced EDI onboarding
• Develop and maintain strong relationships with customers, understanding their business needs and providing strategic guidance to maximize the value of Pipe17's solutions
• Manage project timelines, deliverables, and resources to ensure successful and timely onboarding of customers
• Provide training and support to customers on the use of Pipe17's platform, focusing on EDI and including troubleshooting and resolving technical issues as needed
• Act as a customer advocate within Pipe17, representing customer feedback and requirements to inform product development and enhancement initiatives

Benefits

• Competitive salary
• Great healthcare + dental + vision coverage
• Retirement plan
• Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need
• Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year