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Unilog · 3 days ago

Customer Success Account Manager

Philadelphia, PA

Full-time

Hybrid

Mid Level

$85K/yr - $100K/yr

Unilog is a connected product content and commerce provider serving the Wholesale Distribution, Manufacturing, and Specialty Retail industries. They are seeking a highly motivated Customer Success Account Manager to manage customer relationships, drive retention, and maximize the value customers receive from their eCommerce platforms.

ContentE-CommerceMarketplaceSoftware

Hiring Manager

Claire DeCurtis

Responsibilities

Serve as the primary point of contact and relationship owner for assigned Unilog customers using Unilog’s eCommerce platforms

Responsible for proactively managing customer value realization, platform adoption, and overall experience throughout the customer lifecycle

Responsible for driving high renewal rates through proactive engagement, issue mitigation, and alignment with customer business outcomes

Conduct eCommerce strategy sessions to understand each customer’s digital maturity, internal constraints, competitive landscape, and key objectives, to maximize platform adoption and long-term value

Lead structured, scheduled Business Reviews with each assigned account, ensuring the annual strategic objectives remain on track

Collaborate cross-functionally with executives, sales, product development, engineering, content operations, product management, and support — including global teams — to deliver customer outcomes

Obtain a deep knowledge of Unilog’s product offerings

Assist customers in adopting new features and coordinate the implementation of new products and software releases

Make recommendations to the product development team on designing new functionality to meet customers’ needs and improve satisfaction

Participate in designing training, documentation, and support solutions that will enhance customer satisfaction

Qualification

Customer serviceECommerce experienceProject managementSaaS platformsCRM systemsTraining experienceCommunication skillsTime managementOrganizational skillsInterpersonal skills

Required

The ideal candidate will have a strong background in customer service and project management, working directly with clients, and is able to manage multiple deliverables while balancing customer needs with business priorities

Experience in eCommerce, wholesale/retail distribution ERP systems, and/or the hard goods supply chain

Ability to manage multiple projects and customer initiatives simultaneously

Possess proven ability to drive true value for customers

Demonstrated proficiencies at explaining strengths, value, vulnerabilities, and planning customer engagements accordingly

A desire for continuous learning and improvement

Is an enthusiastic and creative contributor with the ability to inspire others

Excellent communication and presentation skills

Willingness to travel (up to 25%)

A 4-year college degree or similar related experience

Computer and Microsoft Office proficiency

Experience working with SaaS platforms, CRM systems, and customer success tools (HubSpot)

Superior interpersonal, verbal, and written communication skills

Comfortable operating in a fast-paced, evolving product and customer environment

Exceptional time management skills; must be able to meet strict deadlines

Self-motivated and entrepreneurial by nature

Coachable and invested in their growth

Highly organized and detail-oriented

Ability to exemplify the core Company values: Curiosity - Be passionate about achieving excellence. Learn every day. Conscience - Be caring of others. Act with integrity. Courage - Be brave. Pursue outrageous goals. Compete - Be fair. Play to win. Courtesy - Be humble. Serve customers. Commitment - Be accountable. Own your results