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eStoreMedia hiring Excellence Manager (Client Success) - eStoreContent

Excellence Manager (Client Success) - eStoreContent

Warsaw   /   Full time   /   Middle

Are you looking for a dynamic organization with possibilities to grow? 
Do you want to be a part of the rapidly growing e-commerce industry? 
Join us!
eStoreMedia is a high-growth technology company that develops B2B Software-as-a-Service (SaaS) data and analytics tools. Our state-of-the-art technologies such as eStoreCheck, which serves our Fortune 500 clients alongside our world-class client success team provide intelligence and insights that help some of the world’s leading and best-loved consumer brands sell their products in online stores. Our technology monitors and analyzes consumer products on thousands of e-retailers and marketplaces, and automates tasks that help brands increase sales by improving their position. We run projects in over 30 countries and on every continent. You can find out more at:  www.estoremedia.com
Since 2009, eStoreMedia has been supporting e-commerce strategies for over 7,000 products on 1,500+ e-retailers in over 50 countries. Manufacturers that work with eStoreMedia include Logitech, L’Oreal, Mattel, Nestle, P&G, Philips, Unilever, and Whirlpool. The privately-held company has a staff of over 130 located in offices around the world including Warsaw (with its development hub), London, New York, Mexico City, Geneva, and Belgrade. 
We are rapidly growing within our existing client base and with growing demand from new clients. We are also in one of the fastest-growing sectors - e-commerce is predicted to grow more than 150% in the next five years. To support this growth we have recently secured substantial investment with an ambition to become the global leader in our sector. Come grow with us! 


Excellence Manager (Client Success) eStoreContent

We are building a company inside of the company, by activating a new product in a startup-like environment, but with full support from an established company.

Your role will have significant importance in delighting the clients of the eStoreContent product. You’ll be working in the first line with our clients in different geographies, on different levels (local markets, global), and positions (from content managers to global VP of marketing and e-commerce). Focusing mainly on users adoption and client delight. 

You will be an advisor to the client and 1st line of business support, working closely with  eStoreContent cross-functional teams (product, support, excellence, sales).  You will be reporting directly to the Excellence Lead and cooperating with Managing Director.  This role would require you to feel confident in conducting multiple client meetings, reviews, demos, therefore.

At that role you will: 

  • Act as the main point of contact for eStoreContent clients
  • Build strong relationships with key people in our client's organizations
  • Act as an eStoreContent product expert suggesting the best solutions that suit client needs, based on product capabilities
  • Act as a product expert, assisting sales with your knowledge and industry understanding
  • Providing product DEMO, and ensuring wide adoption of the eStoreContent product throughout client’s organization
  • Understand client’s processes and recommend improvements
  • Schedule regular calibration meetings with customers to ensure they are satisfied with product and services
  • Managing client challenges or complex queries and cooperating with relevant company departments to find solutions
  • Being proactive: Identifying potential client concerns and facilitating proactive intervention steps.
  • Keeping track of new products on offer, as well as emerging trends in client services
  • Provide feedback and recommend product improvements to the Product Team, based on client services feedback

To be successful at that role, you are a person who has:

  • Fluency in Polish and English (another language is a plus)
  • Knowing how to shape your thoughts in writing in a clear and concise way
  • Proficient in using essential tools: Powerpoint/Google Slides, Excel/Sheets
  • A customer-oriented attitude
  • Great self-organization and time management abilities to stay ahead of regular deadlines and to organize projects in a productive manner
  • Problem-solving and critical thinking skills to quickly find creative solutions to any client issues that may arise 
  • Experience working with Jira (or similar tools)
  • Ability to provide technical assistance, resolve issues, and recommend improvements
  • Experience in working with large multinational accounts will count in your favor

Not obligatory, but helpful will be: 

  • Experience working with Jira (or similar tools)
  • Ability to provide technical assistance, resolve issues, and recommend improvements
  • Experience of working with large multinational accounts will count in your favor 

As a company, we can offer you the opportunity to: 

  • Work with top brands and e-commerce decision-makers
  • Learn how to operate in a SaaS business and work with data insights
  • Work in a best practice environment under the highest quality standards 
  • Benefit from an integrated and inclusive approach to your four-week onboarding process with a dedicated “Buddy” supporting all New Joiner’s needs
  • Work towards a clear career development path as the company grows
  • Earn a market level salary with benefits (LuxMed and Multisport)
  • Be part of our authentic, friendly and supportive team
  • An Employment agreement 
  • Office environment with modern workspaces and leisure facilities with easy access to transport (Metro Kabaty) as well as a home-working option based on agreed rules 

Interested? Apply today to kick off the recruitment process: 

  • Step 1 We will review all applications and contact our shortlist of candidates.
  • Step 2 Our shortlisted candidates will be invited to take (remotely) a logical test that assesses analytical thinking capabilities and English skills 
  • Step 3 Following this test, we will invite selected candidates to interview with their direct supervisor and HR (by video call).
  • Step 4 Success at this stage will lead to a recruitment interview with the Client Success Department Manager (by video call).
  • Step 5 Feedback will be provided and offers will be made to the successful candidate.