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Client Success Manager in Barcelona

Mercaux

Workplace
Onsite
Hours
Full-Time
Internship
No
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Job Description


Mercaux is a B2B SaaS In-Store Platform that aims to transform traditional retail by bringing digital capabilities into physical stores and connecting offline and online channels.


Founded by Harvard Business School alumni, Mercaux works with clients like Nike, Karen Millen, Under Armour, French Connection and many others, across more than 10 countries.


Our in-store solution empowers sales people with all the data and content at their fingertips, brings online and offline together, connects head office with stores in real-time, all to help retailers provide unique in-store customer experiences and increase sales. Initial retailers who adopted the software have seen 5+% store sales increase.

We’re looking for a talented, customer centric Client Success Manager to join our passionate, energetic team in a new role in Barcelona. You’ll work with our high-profile, global retail clients during their lifetime with us, from pre-launch onwards. This role will suit you if you have at least 3 years relevant Customer / Client Success or Project Management experience within a fast-moving SaaS business, ideally retail tech or similar!


About the Role

You’ll start working with our clients at the last stage of the Sales process and facilitate a successful client launch within agreed timescales and budget. You’ll help our Sales and Tech teams to compile business cases and scenarios for launch. You’ll also:


  • Be responsible for the successful implementation and usage of Mercaux software across two to three clients at launch and pilot. You’ll work closely with internal and external stakeholders to facilitate client rollout approval.
  • Work with Mercaux and external retail client teams, developing strong and successful relationships with our customers, connecting with key business executives and stakeholders.
  • Conduct weekly/regular calls and meetings with internal and external stakeholders, in order to discuss project milestones, issues that may arise and in-store feedback.
  • Work at store level. You’ll manage implementation of pilots, arrange in-store staff training, manage and develop Mercaux adoption by in-store staff, research and analyse successes, user scenarios and issues. You’ll constantly organise and assimilate in-store feedback and relay your findings back to Head Office.
  • Assist with marketing campaign launches, associated press releases, newsletters and any other content associated with retailers.
  • Identify and develop upselling opportunities. You’ll look at retailer growth, number of stores, product modules already utilised, omnichannel, PoS etc.
  • Participate in pre-sales activities & support our Sales team with business case studies & implementation insights


About You

*As well as your relevant Customer Success experience, you’ll have:

  • Some project management experience. You’ll have worked to planned deadlines. Ideally you’ll have some experience of managing budgets.
  • A strong ability to learn and adapt to a constantly-evolving proprietary software platform. You’ll be able to grasp new technology quickly, in order to explain it to technical stakeholders.
  • A strong competency at data related work. You’ll be able to analyse your findings, translate, understand and present your results back to both internal and external teams.
  • A decent level of Excel.
  • Fluency in English.


Your Attributes


  • You’ll be collaborative, and be able to work with teams from different workstreams, internally and externally.
  • You’ll have superlative communications and relationship-building skills. You’ll be able to work with our retailers professionally and efficiently, answer queries and deal with issues promptly and clearly.
  • Curious and proactive, you’ll have an innate curiosity in investigating, understanding and solving client issues, situations, successes and problems, you’ll be a great problem-solver.
  • Passionate and entrepreneurial - you’ll relish the thought of working in a startup such as Mercaux
  • Comfortable at presenting to internal and external stakeholders, attending meetings with C-Suite execs and similar multi-disciplinary teams.
  • You’ll be great at thinking laterally, and tenacious yet consultative - you’ll identify and develop upselling opportunities - you’ll be results and service driven.
  • Organised, you’ll be willing and able to implement and own a process.
  • Customer centric - must always put the customer at the heart of what we do - and underpin this with the passion to help Mercaux to grow


In return, you’ll get to work with a highly collaborative, entrepreneurial team, who are passionate about transforming retail. There’s plenty of opportunity to grow with us and develop your career.

Please tell us more about yourself if you think you could be our Customer Success Manager!

Press About Us:

1. TechCrunch

2. The Times “Future of Retail”


 

About Mercaux

  • Ecommerce

  • London, UK

  • 50-200

  • 2013

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