Customer Success Manager

Customer Experience /

 United States /

 Mid-Senior level

ABOUT US

VTEX is the only multitenant commerce platform capable of unifying experiences in all sales channels. With a robust solution, scalable cloud infrastructure, and powerful tooling, our platform accelerates the transformation of complex operations.

2500+ online stores of varying sizes and segments, with operations in 32 countries and global expansion, have at VTEX the solution for the online sale of their products, among them major names such as Sony, Motorola, Walmart, Whirlpool, Coca-Cola, Stanley Black & Decker, and Nestlé.

OUR CULTURE

TRUST TO BE TRUSTED: We believe with eyes closed and delegate responsibilities. To be trustworthy, you need honesty, transparency, and consistency in quality and performance. This is the great pillar of all relationships that involve VTEX within and outside the company. We’re trust-first.

BUILD FOR COMMUNITY: It’s all about being ready to grow and reach new levels with others. Have a clear purpose, collective thinking, and a flexible essence, and you’re building for the community. We are global, but we’re audacious enough to aim for the stars.

BE BOLD: Boldness is about challenging the status quo and not being afraid to make mistakes or take risks. We test new alternatives, walk into the unknown and explore possibilities no one thought about. To be bold is to apologize instead of asking for permission.

#LI-Remote

ABOUT VTEX
VTEX is a global technology company focused on eCommerce products which impact the work of thousands of people around the world. Through our products and services, we offer retailers a cohesive platform to run their entire business and provide their customers with the best shopping experience possible.VTEX was founded in 1999 and we provide eCommerce software in the Software as a Service (SaaS) model and omni-channel solutions. With a vanguard technological structure, VTEX is recognized by  Gartner and Forrester as one of the global leaders in eCommerce solutions.More than 2,500 companies of varying sizes and segments in over 30 countries leverage the VTEX platform for the online sales of their products. This includes companies such as Whirlpool, Electrolux, C&A, Avon, Disney, Sony, Staples, L’Óreal, and Lego.

OUR CULTURE
At VTEX, an idea that will change the company’s trajectory can come from anywhere. We believe in a new organizational structure that eliminates the need of formal hierarchy. Our teams organize themselves into a truly horizontal framework that removes barriers and gives people the freedom to reach their full potential.At VTEX it is your responsibility to proactively embrace problems and solve them the best you can. We are pioneers in the implementation and dissemination of organizational technologies such as self-management, fulfillment and evolutionary purpose.Our main values are: Trust to be Trusted, Build for Community and Be Bold. To read more about our culture, please access https://medium.com/@olemgruber/a-culture-to-call-our-own-6faab1a434b7.

ABOUT THE TEAM AND THE OPPORTUNITY
Our “customer experience” team is the main interface between VTEX and its customers. We are looking for a quick learner who likes technology, wants to master the different scenarios of the VTEX platform, can develop creative solutions to our customers’ challenges and is always engaged in improving the customer-company relationship.

IN THIS ROLE, YOU WILL
  • Understand the customer’s business demands and proactively support solving our customers’ and partners’ questions and issues while leveraging our knowledge base whenever  possible;
  • Guide our customers and partners in planning, executing and measuring e-commerce programs and projects for various business models and company sizes;
  • Investigate the platform’s technical scenarios to address customer’s business and technical questions;
  • Work with support specialist and project teams;
  • Interact with different areas within the organization, such as sales and R&D teams;
  • WE WANT SOMEONE WHO HAS
  • 1-3 years managing e-commerce business and/or operations in Direct to Consumer, Retail.com, Marketplaces and/or B2B;
  • Analytical and logical thinking to offer simple solutions to complex problems;
  • Understanding of front-end development (HTML, CSS, JavaScript, React, etc.) is desirable;
  • Experience with the many business models in the e-commerce industry is a differential: Marketplaces, B2C, B2B;
  • Experience navigating and thriving in enterprise-sized, complex organizations;
  • Clear, accessible and user-friendly communication to easily transmit your ideas to any audience;
  • Organization and self-motivation to work in an environment with great autonomy and flat hierarchy.
  • Ability to work with multiple cross-functional groups, including business and technical teams;
  • Strong written and verbal communication skills;
  • Had cross-cultural experiences and lived abroad;
  • Experience in Google Analytics (or similar) and e-commerce KPIs (conversion rate, CAC, etc.);
  • Experience in SaaS e-commerce platform preferred but not required.
  • WE EXPECT FROM YOU
  • Prioritize customer response;
  • Build rapport with your portfolio of clients;
  • Build trust with the clients to become a trusted advisor (eliminate/reduce escalation process);
  • Be able to do platform demos for partners;
  • Guide business planning and digital strategy workshops;
  • Act as a solution architect in helping clients to implement new capabilities while working with the support specialists;
  • Improve VTEX’s USA clients Net Promoter Score;
  • Be able to travel within the US to visit clients;
  • Be able to travel to Brazil for a 2-week onboarding process;
  • Be able to support the sales team to answer an e-commerce platform RFP.
  • YOUR COMPENSATION PACKAGE WILL BE
  • Competitive salary and annual bonus;
  • Reimbursement of up to 65% for foreign language classes (English, Spanish or Portuguese);
  • 21 (twenty-one) calendar days of vacation per year (up to 5 days of unused vacation days will be carried over into the following year);
  • Single full medical coverage for the employee (UnitedHealthcare HMO or similar);
  • Safe Harbor 401(k) after 3 months (100% match up to 3% plus 50% match from 3% to 5%);
  • Short/long-term disability;
  • Life insurance.
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    Learn about the future we're building.

    Founded in Rio de Janeiro in 2000 and now valued at over USD 1.7bn, VTEX is recognized by IDC and Gartner as one of the world’s leading commerce platforms. Our success is made possible by a team of over 1,000 diverse talented individuals in 17 offices spread across North and South Americas, Europe and Asia, and our global ecosystem of partners.