Digital Client Success Manager (Internal Only), OrderMyGear, TX, US

Client Success @ OMG

The Client Success Team helps shape the future of how groups, corporations, and teams purchase their gear one customer at a time. Our Client Success Team is the main point of contact for all roles within their accounts, from C-suite executives to customer service reps.

As a Digital Client Success Manager, you are responsible for revenue growth and retention within our tech-touch client segment. Your primary goal is to manage and maintain relationships with a large volume of clients, serve as the subject matter expert on our product and services as they reach out, proactively advise clients on best practices and strategies that drive adoption, and own the entire client lifecycle from onboarding to identifying upsell and cross sell opportunities.

As a DCSM, you will collaborate closely with cross-functional teams to identify and address product concerns, growth opportunities, and overall small improvements within this segment to make a large impact on the OMG client experience.

This position requires regular in-office presence at our Dallas, TX HQ for applicants within OMG.

Day in the Life

• Client Relationships: Develop strong, trusting relationships with a large volume of clients. Regularly take scheduled Zoom meetings and phone calls with clients to understand their needs and challenges. Proactively schedule meetings and outreach to identified clients to recommend growth strategy.
• Client Insights: Maintain knowledge of top accounts, including goals, tech stack, current initiatives, and performance of those accounts.
• Strategize and Grow: Identify and execute on data-driven growth opportunities within the account base, including e-commerce best practice recommendations, cross-selling, new store opportunities, competitive knockouts, and new users.
• Training: Train new and existing Sales Representatives within accounts on new product features, best practices, and overall online store processes. Conduct product and use case-specific training sessions.
• Retention: Monitor accounts for potential health risks. Leverage and execute risk playbooks.
• Data Upkeep: Update and maintain account Salesforce data regularly.
• Team Collaboration: Collaborate with cross-functional teams, including Sales, Support, and Product, to execute client requests and initiatives.