Customer Success Manager, Ecommerce

  • Montreal / Quebec City
  • Customer Success
  • Full-time
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The Challenge 

Coveo’s eCommerce Line of Business is expanding rapidly, and we need people with relentless passion to use their eCommerce skills to help our customers maximize the performance of their eCommerce channels.  

As a Customer Success Manager for eCommerce, you will work proactively with customers who have recently launched Coveo eCommerce solutions, optimizing the performance of their digital channels using Coveo technology. You'll be on a mission to drive customers engagement, adoption, and satisfaction ensuring they are getting value from their Coveo investment and ultimately helping our clients meet and exceed their overall KPI expectations through consultative interaction.

There won’t be any typical day in this position, but some priorities to focus on:

  • Provide an outstanding experience to Coveo’s enterprise customers as they complete the sales and implementation process and transit to the care of the Customer Success Management team
  • Act as both the Domain Expert (eCommerce search, recommendation, and personalization) and product Superuser for the customer base.Grow customers’ depth of understanding by providing educational sessions on new and existing features
  • Use your consulting skills to help our customers offer their customers the best, and most effective experiences to their customers
  • Be on the lookout to spot and identify and/or upsell opportunities
  • As the primary point of contact for customers, liaise with all departments throughout the organization to the understand customer goals/outcomes and ensure quality of product configuration for customers in the implementation process
  • Create customer advocates to generate strong references, referrals and case studies
  • Collaborate with Product Management to identify, drive and prioritize improvements in product offerings, processes, systems and tools
  • Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative

Your Profile

To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully and maximize business performance of their eCommerce experiences. You also have to thrive in a multi-tasking, fast-paced environment and culture, be proactive and very professional.

Among other things, we will be requiring:

  • Strong interpersonal skills. Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skill sets. Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs
  • Tech-savvy. Strong technical enterprise-level computer software background supporting customers in a SAAS environment
  • Deep experience with Google Analytics, Adobe Analytics, and others.
  • Experience with eCommerce funnel analysis and site optimization.  
  • eCommerce domain expertise and situational fluency with executives
  • Strong functional consultative approach
  • 7+ years of experience in a similar or solution consulting role
  • 5+ years of experience with leading eCommerce platforms
  • Digital Agency experience a plus
  • BS / BA or other degree required
  • Bilingual (French and English), a plus!

We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the #CoveoLife! 

What is Coveo?

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

What is it like to work at Coveo?

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!