Client Success Manager

  • Oakland, CA, USA
  • Jan 29, 2020
Full time Customer Success

Job Description

We believe shopping should be simple and exciting and empower people to see the best version of themselves.  We have started off with the eyewear industry and are changing an old-school, overwhelming, clinical, boring experience into a delightful one where customers feel great about themselves and their purchase. 

Computer vision and machine learning power our industry-leading augmented reality virtual try on, facial analysis, and frame recommendation engine. We license this technology platform to eyewear retailers who embed it into their web, mobile and in-store experiences to fundamentally shift how they sell eyewear. We have a great foundation. Our technology is being used by over 10M users a month around the world, and we have strong partnerships with some of the world’s top eyewear retailers. 

This is a cross-functional role and interfaces with sales, product, user experience, and engineering. We are looking for someone technical, detail-oriented, bright, and energetic who can effectively communicate with Fortune 1,000 clients. You will be the main client point of contact from implementation to ongoing project management with clients. We have global clients so this will require some non-traditional hours and limited travel.

What you’ll be doing:

  • Manage post-sales account planning for a portfolio of clients dispersed around the globe
  • Own day-to-day communication and build value-add partnerships with clients
  • Deeply understand client business goals and key performance indicators
  • Be a champion for client needs internally and a champion for DITTO externally
  • Communicate and help prioritize client needs to Product Manager and UX Lead
  • Deliver flawless, client-facing quality of work in all communication with clients such as content for post-sales client engagement 
  • Run and analyze weekly, monthly, quarterly, and annual reports of technology effectiveness to uncover insights, create strategies for client improvement and communicate lessons learned
  • Perform 1st level support and triage of client technical issues and create detailed tickets outlining reported problems

About you:

  • 2+ years working in SaaS and/or managing Fortune 1,000 client relationships/accounts
  • Understanding of APIs and SDKs 
  • BA or BS degree
  • Excellent client relationship builder
  • Outstanding verbal, written and presentation skills
  • Self-starter who operates well with ambiguity 

Nice to have:

  • Good project management skills 
  • Skilled at managing international clients 
  • Experience working with ecommerce companies
  • Familiarity with UI/UX and/or working with design teams 
  • Excellent verbal, written and presentation skills