Tapcart
The best mobile shopping starts with Tapcart.
Santa Monica, CA

Customer Success Manager - Enterprise at Tapcart

| Santa Monica
Sorry, this job was removed at 5:11 p.m. (PST) on Wednesday, January 20, 2021
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Tapcart makes mobile shopping app easy, fun and attainable for every brand.
The world of shopping will one day be powered entirely by mobile, made possible by our products, team and vision.
We are inspired by the future of mobile. We work to inspire that future.
As the market leader in mobile commerce, we focus on providing great experiences for our customers and for mobile shoppers worldwide. Our platform powers the mobile apps of some of the largest shopping brands, including Fashion Nova, Chubbies, The Hundreds and many more.
Tapcart is trusted by over 20,000 brands to launch and manage their mobile apps. We were recently featured at Google I/O, Shopify UNITE and in The Verge.
Customer Success is as much about taking care of our customers as it is about our team members. If you’re feeling valued and supported then it’s very likely our customers are, too.
 
The selected candidate would be joining a collaborative and insightful team while reporting to the Head of Customer Success.
As an Enterprise Account Manager, you’ll be responsible for onboarding, setting expectations, and managing some of the world’s largest ecommerce brands. You’re proactive about regular check-ins, are able to identify areas to add value, strengthen the relationship, and be an ambassador for the Tapcart brand (in person, through email, and over the phone).
 
You’re on top of our client's concerns and, because you take ownership of your role, you already have a game plan for reaching out to your accounts before they reach out to you.
 
You have experience in implementing a structured account plan for every enterprise client. You visit local clients, help field technical questions, and conduct trainings as needed.
While upselling is certainly a bonus, you’re not sacrificing the relationship of the account for the short-term sale.

Requirements:

  • 3+ years in Customer Success, Sales, or other related client-facing roles
  • Ability to articulate the value that customers receive from Saas solutions
  • Demonstrated experience in onboarding and retaining a portfolio of Enterprise customers
  • Ability to manage conflict and deal with difficult discussions
  • Experience working cross-functionally with product, implementation and sales teams.

What you'll be doing:

  • Managing our highest profile customers ( such as Fashion Nova, Chubbies, Figs, Marshmello )
  • Ensuring the success of customers through sales handoff all the way to renewals and up-sells
  • Conduct regular meetings with customers including weekly checks and quarterly business reviews
  • Owning customer success KPIs including NPS and Net-retention
  • Be an ambassador of Tapcart inside the office and with local customers in person
  • Consulting with customers on ways to maximize their business outcomes with the Tapcart platform

Bonus Qualifications:

  • Experience in e-commerce, Shopify or B2b SaaS
  • Prior technical or QA experience
  • Working knowledge of design
  • Startup experience
  • Ability to travel up to 15%

Who we are.
We are a well funded, young and growing startup located in sunny Santa Monica, CA 🏖. Our team and culture are very important to us and as such, we aim to make coming to work fun, challenging and rewarding. We know that doing great work depends on showing up with creative solutions to face our many upcoming challenges. It all starts with having good people, and helping them grow both personally and professionally. We can't wait to hear how your unique skills and personality will add to our company and culture.
Learn more about who we are and what we offer on our careers page.

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Where we are

Tapcart is a venture-backed startup in the heart of Silicon Beach.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • SwiftLanguages
    • ParseLibraries
    • ReactLibraries
    • RxSwiftLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • TrelloManagement
    • HubSpotCRM
    • IntercomCRM
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What are Tapcart Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Health Insurance Benefits
Tapcart's covers up to 50% of out of pocket expenses for a top-tier health insurance plan.
Wellness Programs
Team workouts
Tapcart's team fitness initiatives include indoor rock climbing, basketball and walks on the beach.
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees are paid on sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Tapcart offers commuter benefits for all employees, including free parking and compensation for public transportation.
Company Outings
Some Meals Provided
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Promote from within

An Insider's view of Tapcart

How does your team reward individual success?

We have an ongoing ritual in the office to ‘Ring the Gong’ every time we hit a milestone such as an account upgrade or an app going live in their respective app store. This small but memorable act encourages everyone to continue to push the limits and show the world who we are as a brand!

Val

Implementation Specialist

How do you collaborate with other teams in the company?

I work with such amazing, approachable, creative people who are always down to help. We are all striving towards the same goal so it is great that I can simply walk over to a fellow coworker, lay some whacky idea on them, and next thing you know we are both running with it and turning it into something viable for the company, it is truly inspiring.

Cole

Senior Lead Customer Success

How has your career grown since starting at the company?

I first started at Tapcart when the team consisted of 4 people and I was brought on as the only designer. The mix of trust/responsibility paired with good vision/direction allowed me to learn more than I ever have in such a short time span. Top that with a work environment where we all learn from each other as well as have a great time together!

Alex

Head of Design

What’s the vibe like in the office?

Tapcart’s office vibe is so positive and uplifting. I seriously look forward to coming in everyday, not only because I consider everyone a friend, but we’re all working together towards making an awesome product even better. We constantly collaborate between different teams and support one another, which makes for an awesome company culture.

Alex

Marketing Coordinator

Jobs at Tapcart
9

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All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Marketing
Operations
Project Mgmt
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Project Manager - Engineering

Tapcart
Santa Monica
1 day ago
+22
Our ideal person can help come up with ideas - as well as prioritize, validate, analyze, and iterate on existing products/features using real quantitative and qualitative data in order to continually deliver the best possible results and ensure that quality features are built on-time. Imperative to this role is having a collaborative leadership style, building strong relationships to facilitate a culture of trust, and generating buy-in on projects from leadership and our team members.

VP of Growth

Tapcart
Santa Monica
3 days ago
+22
Build and manage a marketing team. Strategize, budget, lead and execute successful paid acquisition campaigns. Develop marketing strategies and allocate spending across various channels. Cultivate a data-driven mentality with an emphasis on analysis, insight, and recommended action. Create and maintain impactful relationships with partners.

Executive Assistant to CEO

Tapcart
Santa Monica
1 week ago
+22
We are looking for an Executive Assistant to support our executive team. You will manage business-related tasks for the team, such as creating reports, organizing travel and accommodation, taking minutes and other organizational tasks. To do this role properly you should very organized, have a detailed understanding of the Google Drive / Microsoft Office suite, be tech-savvy, fast at solving problems and have years of experience as an executive or administrative assistant.

Business Analyst

Tapcart
Santa Monica
1 week ago
+22
Conducting market research that combine qualitative and quantitative insights to supercharge our company growth. Manage multiple initiatives that span product, customer success and sales departments. Build BI pipelines and dashboards that will be used by stakeholders everyday. Working closely with management team to own strategic financial reporting for the business.

Data Engineer

Tapcart
Santa Monica
1 week ago
+22
This role is perfect for an ambitious Data Engineer looking to grow and work with real-time data. Someone who is engineering-driven, can translate business and data requirements into production-ready stacks, and provide innovative systems with a focus on data resilience and accuracy for the e-commerce space.

Quality Assurance Analyst

Tapcart
Santa Monica
1 week ago
+22
This role is perfect for an ambitious QA Analyst who has a desire to learn engineering and product life cycles while helping plan releases within a fast-paced environment.

Android Engineer

Tapcart
Santa Monica
1 week ago
+22
As an Android engineer at Tapcart you will work closely with our small team to refactor, maintain and extend the functionality of our core e-commerce app used by over 500 brands worldwide. Our engineering team is continuously looking for ways to better ourselves and our peers. We believe that taking the time to writing great code is crucial to our long-term success and core to our values. We encourage this by pair programming, code reviews, demos, and pull requests. As an engineer at Tapcart, your code will touch millions of shoppers, and you have the exciting opportunity to make a big impact, while learning and teaching on our small team.

Financial Controller

Tapcart
Santa Monica
2 weeks ago
+22
Tapcart makes mobile shopping app easy, fun and attainable for every brand. The world of shopping will one day be powered entirely by mobile, made possible by our products, team and vision. We are inspired by the future of mobile. We work to inspire that future. As the market leader in mobile commerce, we focus on providing great experiences for our customers and for mobile shoppers worldwide. Our platform powers the mobile apps of some of the

Design Director

Tapcart
Santa Monica
2 weeks ago
+22
Tapcart makes mobile shopping app easy, fun and attainable for every brand. The world of shopping will one day be powered entirely by mobile, made possible by our products, team and vision. We are inspired by the future of mobile. We work to inspire that future. As the market leader in mobile commerce, we focus on providing great experiences for our customers and for mobile shoppers worldwide. Our platform powers the mobile apps of some of the