Customer Engagement Manager
SamCart, United States
Job Description
SamCart is looking for a talented Customer Engagement Manager to join our Customer Success team. You’ll help lay the foundation of Customer Success at SamCart, and collaborate with SamCart sellers through live virtual events and in forums to ensure their success with our platform. You’ll serve as the voice of the customer internally, and work to ensure our sellers have the technical and strategic proficiency to grow their businesses with SamCart.
The Customer Engagement Manager (CEM) is a key player in maximizing success for SamCart customers by identifying their specific needs and exceeding their expectations early. The CEM will meet our customers where they need us by presenting and interacting with SamCart customers in live virtual events and on public forums and social media channels. A successful CEM will create exciting and informative interactions for customers to help them fully utilize SamCart while also increasing SamCart activations and retention of our broader customer base.
Requirements
Key Responsibilities
- Conduct multiple webinar events per week (morning and afternoon, live and recorded) for new SamCart customers covering all ways to grow their business with SamCart - such as step-by-step how-to’s (onboarding), advanced settings to maximize success, encouraging and motivational moments, etc.
- Own inquiry responses and issue resolutions on external channels such as Facebook/Facebook Group, Twitter, Instagram, etc.
- Find and carry out opportunities for proactive communication on external channels such as Khora and Reddit.
- Recommend strategies and best practices for increasing conversion and revenue among SamCart customers based on interactions.
- Collaborate with the Onboarding team to develop the early customer journey (first 60 days) with the goal of proactively reducing churn.
- Keep the pulse of and identify trends among customers and escalate feedback internally.
- Act as liaison between the customer and other departments such as the sales, support, marketing, and product teams.
Requirements
- 1-3 years of experience in customer success, sales, support, or marketing role (ideally at a SaaS company)
- Is comfortable with and enjoys being live on Zoom with multiple attendees
- Excellent written and verbal communication skills with a positive, customer-centric attitude
- Enjoys working directly with customers, being their trusted advisor, and understands the importance of customer happiness in staying ahead of our competition
- Practiced at thinking on your feet and providing informative answers on the spot
- Is tech-savvy, adaptable, and comfortable with frequent functionality update
- Major plus if you’ve managed a business social media channel or forum before
Benefits
At SamCart, our goal is simple: to build the #1 direct-to-consumer eCommerce platform that empowers entrepreneurs to grow their businesses. Our team works hard, supports each other, and enjoys these awesome perks.
- Stock options
- Unlimited PTO policy
- Flexible work schedule
- Awesome office Hubs to allow for Flexible Work
- Free snacks and drinks
- Regular happy hours and team events
- Paid Parental Leave
- Awesome Health Care Benefits
Black, Indigenous, People of Color (BIPOC), women and LGBTQ candidates are encouraged to apply. This role is ideally based in either Austin, TX or The Maryland / D.C. Area