eComplete Client Success Lead

At eComplete, we create and manage the perfect environment in which e-commerce thrives. Our first-of-a-kind, fully managed, end-to-end e-commerce solution helps brands and retailers get to market at a fraction of the time and cost. We manage the entire e-commerce journey from click to delivery enabling our clients to stay focused and what they do best. Our mission is to ignite more e-commerce globally and to connect customers with their favourite brands. We are not just changing the e-commerce industry; we are launching it into the next universe of retail.

We are growing our e-Complete team in South Africa! Were on the lookout for a passionate Client Success Lead who is client centric, and solutions driven when assisting clients in making complex e-commerce strategies simple in a rapidly growing e-commerce business. You will be the clients dedicated resource who will work closely with the client performance, projects, data, and technology to eComplete aligns as a strategic partner for clients ecommerce business.

Responsibilities and Deliverables will include, but are not limited to, the following:

Own and engage with Key clients on their full suite e-commerce journey and partnership with eComplete.
Build and maintain strong key client relationships and align key clients business needs with an optimal full suite e-commerce platform and strategy.
Strategies on regular client data, usage reports and audits. Consult with key client on solutions to optimise services.
Deliver on key client success against financial and service level performance indicators within various internal departments.
Immigrate and/ or merge existing data from clients previous solutions to eCompletes solution.
Provide ongoing engagement and training solutions to clients on e-commerce platform to upskill clients.
Proactively determine and establish accurate competitor and market research to find gaps and opportunities in the market and working closely with suppliers to source new and exciting products.
Stay informed of client contract terms and renewal periods.
Manage and re-negotiate updated billing and/or service level agreements with client.

What are we looking for?

A tertiary qualification, certification and/or diploma including 3 + years experience in account management, customer success, customer relations marketing or retail, IT, or online systems e-commerce or alike agency experience.
A high level of understanding on digital marketing strategies, CRM, UX, UI experiences, SEO,
Paid media and google analytics.
Excellent time management skills with the ability to prioritise and execute tasks to meet client requests and deadlines.
Solution orientated with the ability to investigate and resolve issues individually or with the internal support team.
Proactive, confident and have the ability to communicate and manage client expectations.
Ability to operate internal company operating systems (Clickup) and e-commerce client system.
Excellent business communication skills (verbal & written)

Knowledge, Skills & Abilities