Technical Customer Success Manager

last updated February 11, 2021 10:15 UTC

Highstreet Mobile

HQ: Remote

At Highstreet it is our mission to deliver the world’s best Mobile e-commerce experience with beautifully designed apps for fashion and lifestyle brands. Are you that person that gets SaaS business but also loves mobile technology and design? Then we’d love to meet you!

We are looking for a Technical Customer Success Manager who helps customers like G-Star RAW, Jack & Jones and Scotch & Soda grow their business by using our platform technology.

Challenges & opportunities

In this super-fun and challenging role, you are the number one go-to for our clients if they have any technical questions regarding our platform. You evangelize our vision and help the brands on our platform get the most out of the technology we offer. You are also accountable for end-to-end execution of a variety of technical projects and lead the onboarding of new customers to our platform. Here are a few of your tasks: Proactively reach out to your accounts, point them to opportunities to make sure they offer the best possible app experience to their customers. Educate and inform customers about new technology we deliver and how they could use that. Then drive the projects with them to deliver the features. Identify potential issues before they turn into problems and always be available to help. You provide ‘tier 1’ support to your accounts and provide troubleshooting via phone, web-based tools and emails and work directly with internal development teams to solve the issues. Manage customer-specific implementation projects (eg enabling a new set of features for one of your customers). You manage the successful delivery of your projects in terms of time, quality and costs. Enabling new clients to integrate with our platform. This is achieved via a thorough understanding of client business requirements, current and emerging app development technologies and excellent knowledge of the solution Highstreet offers.

Who are you?

Your education is in business and you love technology, or you have an education in technology and love business and working with clients. Past experiences with any e-commerce platforms (such as Magento or SFCC) will help to accelerate your role. On top of that, we are looking for the following skills: You have strong communication and listening skills. This involves active listening, presentation, writing and consulting. You know how to manage customer expectations. You are very service-minded and understand that responsiveness is one of the pillars of being a great counterpart for your customer. You want to deliver, meet and exceed the customer’s needs, while at the same time being able to push back and defend platform choices that we have made. Being able to say no in a gracious way is an art you need to master. You’re able to identify details while keeping the bigger picture in mind. Although you understand that responsiveness is key, you don’t jump into solutions right away. You know how to manage on-time, on-budget and on-quality service and how to take Project Management and Service Delivery to a higher level. You work in a structured way, know how to set the right priorities, and you have strong organisational skills In general, you have good analytical skills, inquisitive attitude, and you can speak and write in English (our main company language).

A few examples of projects you’d be working on:

  • Help customers (the brands we work for) expand to Asian countries like Korea and Japan.
  • Help customers prepare for Black Friday.
  • Help customers adopt our Personal Push API and inspire them on how to use it.
  • Help customers roll out App Clips in their retail stores.
  • Connect Klarna payments to the customers app checkout.

Benefits

  • Flourish in a culture of trust, ownership, and standard of excellence;
  • Speak English in a company with people of 7 different nationalities;
  • Work remotely whenever you want;
  • The best tech needed for your job;
  • Possibility to work from our HQ at the heart of Utrecht. Next to the flagship stores of many of the brands we work for;
  • Delicious lunches provided daily;
  • We pay 70% of your Pension plan;
  • Company-wide outings & events.

We can only consider candidates who hold a valid EU Passport or Dutch work permit.

$55 — $720

Apply info ->

To apply for this job, please visit highstreet.bamboohr.com.

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