Client Implementation & Support Manager
Posted by Locally on 05/22/2023
Job Basics
Industry Sector: Action, Bike, Fishing, Fitness, Hunting/Shooting, Lifestyle, Outdoor, Snow, WaterSports
Job Categories: Customer Service, Ecommerce Management
Company Type: Retail
State:
City: Remote
Country: United States
Required Experience: 3 - 5 years
Job Type: Full Time
Salary: 60,000
Required to Relocate: No
Required to Travel: No
Employee May Telecommute: Yes
Job Seeker Must Live Within: Telecommute
Job Description & Requirements
Client Implementation & Support Manager
About Locally:
Locally is the leading online-to-offline (o2o) shopping network. We provide shopping solutions to major brands like Trek, Yeti, Patagonia and hundreds more that convert online shoppers into in-store sales at tens of thousands of retailers in over 20 countries. More than 30 million unique shoppers use our tools each month and produce over 1 billion annual engagements. Locally is growing steadily, making it an ideal environment for motivated candidates looking to advance their careers and have a true impact on outcomes.
Locally is seeking a talented Client Implementation & Support Manager to handle client onboarding and resolve technical troubleshooting issues for Locally clients and partners.
You’ll be responsible for:
Managing client implementations and ongoing implementation-related support tasks
Fielding and resolving product-related support tickets for client-facing features and products in a positive and efficient manner
Providing installation assistance and ongoing support to clients embedding Locally tools onto their ecommerce site
Providing installation assistance and ongoing support to clients using our advanced solutions such as our live data pixel, Store Pages and API-based solutions
Providing installation assistance and ongoing support to clients using our reporting tools (FTP, API)
Additional technical support related tasks associated with install and ongoing support of our products
Coordinating with content, customer success, and engineering teams to troubleshoot and resolve client issues
Helping to maintain our Knowledge Base of best practices, install documentation, and FAQs
Providing basic design assistance for client tool design and customization
You might be a good fit if you have:
At least 3 years of experience in an onboarding or technical support role
A knack for providing quick, high quality resolutions to client support inquiries
Experience working with embedded, plug-in tools on ecommerce sites
Familiarity or comfort working with HTML, CSS, Javascript, APIs, FTP, and similar technologies
Highly empathetic and team-oriented; colleagues speak highly of you
An eagerness to learn and support a broad range of features and products
And while not mandatory, it would be great if you also have:
Experience with various ecommerce platforms like Shopify, Wordpress, Big Commerce, and others and the associated technical concepts
Background in retail technology
Here’s what to know about working here:
We're a mission-driven, high-growth organization offering a casual yet rewarding work environment and:
Competitive salary
Individual performance bonus plus eligibility for annual company performance bonus
Stock Option Program for All Full-Time Employees
Benefits Include Medical, Dental, and Retirement Plan
Fully-remote, work from home
Paid Vacations
Locally is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation or any other applicable legally protected characteristic.
