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Customer Success Manager presso Pattern

Pattern · Lehi, Stati Uniti d'America · Hybrid

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Description

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies headquartered in the US to the top of the list. 

Pattern accelerates brands on global ecommerce marketplaces leveraging proprietary technology and AI. Utilizing more than 46 trillion data points, sophisticated machine learning and AI models, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting and customer service. Hundreds of global brands depend on Pattern’s ecommerce acceleration platform every day to drive profitable revenue growth across 60+ global marketplaces—including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre. To learn more, visit pattern.com or email [email protected].

Pattern has been named one of the fastest growing tech companies headquartered in North America by Deloitte and one of best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek’s Global Most Loved Workplaces®.

Pattern is currently seeking a results-driven Customer Success Manager. As a results-driven Customer Success Manager at Pattern, you will drive client success and platform adoption by serving as a strategic industry thought leader in advertising. In this role, you will leverage ongoing product and technology developments to support specific client objectives while collaborating with team members to manage short-term account plans centered on direct response marketing.

This full-time role is based in Lehi, UT, with a flexible hybrid schedule. 

What is a day in the life of the Customer Success Manager?

  • Client Management
  • Portfolio Growth: Manage a dedicated portfolio of up to 10 clients, providing comprehensive training and support to ensure sustained business growth.
  • Strategic Education: Actively educate clients on the latest Meta and Google Ads features, tactics, and strategies to keep them ahead of industry trends.
  • Success Advocacy: Develop compelling case studies that highlight customer success and the efficacy of Pattern’s strategies.
  • NPS Oversight: Take ownership of client satisfaction, utilizing Net Promoter Score (NPS) as a primary metric for success.
  • Account Expansion: Proactively identify and manage high-potential small clients within the Core service to help them scale their operations.

  • Cross-functional Collaboration
  • Sales Enablement: Support the Commercial team during the sales process by performing platform demos and providing strategic consultation for prospective clients.
  • Thought Leadership Content: Contribute expertise to company events, blogs, and other marketing channels to enhance Pattern’s industry presence.

  • Operational Support
  • Talent Acquisition: Assist in the interviewing process for candidates across the Commercial team to ensure high-quality hiring standards.

  • Key Success Indicators
  • Platform Knowledge and Demonstration: The ability to effectively use and demonstrate the platform's features to clients.
  • Data and Analytical Skills: The ability to deliver catalog analysis and derive insights from the platform.
  • Feedback Implementation: The ability to take, learn from, and act on feedback.

    • What will I need to thrive in this role?

  • Must-haves:
  • Bachelors Degree.
  • 1-2 years experience working in digital media or performance marketing field.
  • Previous client-facing/management experience.
  • Good communication/presentation skills, being able to communicate to clients.
  • Goal-oriented and able to adapt to a fast-paced environment.
  • Fluent in English

  • Nice-to-haves:
  • Knowledge of other languages from the region.

    • What does high performance look like?

  • You are friendly, trustworthy, and a high-performer.
  • You follow through and fast.
  • You wow customers time and time again and build immense trust quickly.
  • You bring smart solutions to problems and engagements.
  • You give 100% and always go the extra-mile.
  • You actively volunteer and participate in group collaborations.
  • You take full ownership of your projects to completion.
  • You proactively identify areas of opportunity and work to execute on them.

    • We are looking for individuals who are:

  • Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.
  • Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
  • Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
  • Team of Doers - Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

    • What is the hiring process?

  • Screen with a recruiter.
  • Interview with our CRO.
  • Interview with our President of Pattern PXM.
  • References.
  • Executive Review.
  • Offer.

    • How can I stand out as an applicant?

  • Be prepared to talk about professional accomplishments with specific data to quantify examples.
  • Be ready to talk about how you can add value and be the best addition to the team.
  • Focus on mentioning how you would make a difference at Pattern.
  • Be prepared to talk about any side projects related to data and analytics.

    • Additional Information

    Why should I work at Pattern?

    Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include:

    - Unlimited PTO
    - Paid Holidays
    - Onsite Fitness Center
    - Company Paid Life Insurance
    - Casual Dress Code
    - Competitive Pay
    - Health, Vision, and Dental Insurance
    - 401(k) match. Pattern matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred. 

    Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 
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