ABOUT US

At ShopRunner, we connect consumers to the brands they love by way of a thriving marketplace and a members-only service that provides benefits across 100+ of the top brands and retailers in the ecommerce space. We build products that provide a premier ecommerce experience by delivering elevated, data-driven content. The landscape of retail is changing and we're here to empower retailers to take their place in that exciting evolution. 

We have people in offices around the world: Headquartered in Chicago, with offices in New York, Conshohocken, PA (Philly area), and Krakow, Poland.

ABOUT THE ROLE

We’re looking for a Marketplace Client Success Manager who will work with select partners in ensuring they see success with the ShopRunner Marketplace. This is an account management position responsible for managing the overall client relationship ensuring they are receiving the full benefits from the ShopRunner program. This role is critical in building strong relationships at both the strategic and tactical level, while having the technical prowess for understanding all aspects of our Marketplace solution. 

Client Success Managers are strong relationship managers with the ability to explain solutions to our partners to optimize product adoption and increase revenue with a focus on client retention. Your work with us will include managing the partner from launch through new marketplace adoption. You will also conduct client facing meetings, demonstrate products, and identify opportunities to extend additional marketplace offerings into the account. In addition to relationship management skills, client success managers should have excellent presentation and analytic skill sets. This person is ultimately responsible for owning the long term relationship with our partners, and is motivated by client retention, providing product solutions, and identifying opportunities to extend our services into the partner account.

WHAT YOU’LL DO

• Effectively engages partners in discussions on business performance, existing product and service ideas, and partner’s strategic initiatives.
• Owns broad relationships across the partner organization, and cultivates those through meetings, regular web meetings, and email communication.
• Management of issues or areas of improvement for partners to ensure they are getting the best results from the solution.
• Complete all required administrative functions for tracking customer communication, issues, and metrics.
• Act as a liaison between partners and the product organization to ensure functionality enhancements and product issues are communicated to the product team and that partners are aware of new offerings.
• Proactively engages Analytics with suggestions and feedback on new retailer insights and new data and analysis needs to tell stories relevant to specific partners.
• Successfully navigates challenges and objections from partners in real-time discussions.
• Uses data to build ShopRunner business cases and address partner inquiries or concerns, and can effectively communicate results of internal analyses to partners.
• Collaborates with the team on negotiation strategies for partner renewals, and can successfully execute on those strategies to drive to contract renewal.
  

WHAT WE’RE LOOKING FOR

• 5-7 years experience in Account Management or Client Success
• 3-5 years experience working with eCommerce Brands and Retailers
• Proficient in Microsoft Office and Google G-Suite
• Strong project management skills, time management and organizational skills with the ability to manage multiple projects and priorities at one time
• Outstanding verbal and written communication skills
• An effective leader and team player with a high level of initiative and the ability to work well in a team environment
• High degree of comfort working with senior executives (internally and externally), including polished presentation skills 
• Bachelor’s degree or equivalent experience
  

We want you to bring your whole human self to work every single day. We accept you for who you are and consider everyone on an equal opportunity basis without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.