Company Overview
At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.
We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.
The Role:
As the Head of Onboarding, Delivery, and Support, you will lead our efforts to ensure that clients experience seamless integration and effective utilization of our products. You will manage and consolidate a currently decentralized team into a single, high-performing unit dedicated to client success, from the initial stages of onboarding through ongoing support and service delivery. Your role is critical in driving customer satisfaction, retention, and product enhancement.
What You'll Do:
- Drive the integration of team processes and communication to create a cohesive and effective unit.
- Lead, motivate, and develop a high-performing team across the onboarding, delivery, and support departments, consolidating decentralized team members into a unified group.
- Establish clear team goals and KPIs, ensuring alignment with the company’s strategic objectives.
- Oversee the onboarding process for new clients, ensuring a smooth transition and setup of our SaaS solutions.
- Develop customized onboarding strategies that cater to the unique needs of each client segment, facilitating faster adoption and onboarding NPS>70.
- Ensure the delivery of high-quality ongoing services that meet or exceed client expectations.
- Coordinate with cross-functional teams, including product management and sales, to streamline service delivery and resolve any issues promptly.
- Lead the support team in providing exceptional service, resolving client issues swiftly and effectively.
- Implement best practices in customer support, leveraging tools and technologies to enhance service efficiency and client communication.
- Regularly review and enhance existing processes and systems to boost efficiency, scalability, and client satisfaction.
- Gather and analyze customer feedback to inform product improvements and support strategies.
What You'll Bring:
- Bachelor’s or Master’s degree in Business Administration, Information Technology, or related field.
- 8+ years of proven experience in a leadership role within customer success, technical support, or related field in a SaaS or e-commerce environment.
- Strong understanding of e-commerce platforms, digital marketing, and retail dynamics.
- Excellent communication, interpersonal, and leadership skills.
- Demonstrated ability to manage and inspire teams to achieve excellence.
- Experience with CRM and support software.
Benefits & Perks:
- Highly competitive pay and benefits
- Usual public holidays and a further 25 working days' holidays
- Life & family friendly working arrangements
- Company Pension Scheme
- Private Medical Insurance
- Company Life insurance
- Employee Assistance Programme
Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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