Job Description:
Who We Are:We're Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2B and B2C companies to unify commerce operations across channels and sell and fulfill anywhere their customers are.
We're building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.
Our goal is to be the global backbone of commerce. To achieve it, we're looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We'd love to hear from you.
Cart.com Fast Facts:
- 6,000+ customers worldwide
- 1,600+ employees globally
- 14 warehouses nationwide, totaling over 8 million square feet of space
- Our software lists $10+ trillion in product value across channels
- Our digital and physical operations support $8+ billion in Gross Merchandise Value
Our values:Cart.com is building a company that is committed to living out these 6 core values:
- Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about.
- Think beyond the box: “We've always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems.
- Don't give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story.
- Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community.
- Work together: We've built a team that prides itself on diversity of thought and background. Collaboration is better with contrast.
- Remember to be human: We work hard, but we leave room for the people, places and things that we love.
This position is open to applicants or individuals who are located in or willing to move to Dallas, Texas.
The Role:As the Director of Client Success, you will lead a team of client success managers (CSMs) and be responsible for ensuring the long-term success of our clients. You will drive strategies that align with clients' goals, improving retention, satisfaction, and overall performance. In this pivotal role, you will be the key liaison between clients and operations, fostering relationships that generate revenue growth, client satisfaction, and measurable success for the brands we support.
What You'll Do:
- Lead and mentor the Client Success team across multiple regions, driving operational excellence and consistent client outcomes.
- Develop client engagement strategies, ensuring clients maximize their use of Cart.com's platform to achieve business objectives.
- Collaborate with cross-functional teams to ensure seamless execution of service delivery, meeting KPIs and SLAs.
- Actively engage with clients to understand their needs, providing proactive recommendations and resolving escalated issues.
- Develop and deliver performance reports and presentations to clients, translating data into actionable insights.
- Oversee the development of key client documentation, including SLAs, SOWs, and other contractual agreements.
- Lead and/or participate in the execution of Strategic Initiatives.
- Monitor and report on client success metrics, including retention, satisfaction, and expansion opportunities.
Who You Are:
- A strategic thinker with a proven track record of building and nurturing long-term client relationships.
- Exceptional leadership and team management skills, capable of driving performance and fostering a collaborative culture.
- Strong communication and interpersonal skills, with the ability to influence senior leadership and client stakeholders.
- Proven problem-solver with the ability to manage complex client needs and deliver solutions under pressure.
- Results-driven with excellent prioritization and project management capabilities.
- Data-savvy, with the ability to derive insights from client performance data and provide actionable recommendations.
What You've Done:
- Ability to work Hybrid out of Dallas Fulfillment Center.
- 8+ years of experience in Client Success, Account Management, or a related field.
- 5+ years in a people leadership role.
- Proven experience managing large, complex client accounts, particularly in e-commerce or technology industries.
- Track record of driving client satisfaction and retention, leading to revenue growth.
- Demonstrated ability to manage teams across multiple regions or facilities.
Nice to Haves:
- Experience with SaaS, 3PL, or e-commerce platforms.
- 3PL or eCommerce Operational Leadership experience.
- Bachelor's Degree in Business, Marketing, or a related field.
- Experience in fast-paced, high-growth companies.
Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN. All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants.
Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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