Client Success Manager

Job Description Our Story Founded in 2016, Overdose has grown to a family of 350+ staff, with offices across New Zealand, Australia, South East Asia, Europe and the USA. We work in a partnership format with a select group of clients looking for innovation and accelerated growth in a competitive digital landscape. Overdose. connects unique local talent, entrepreneurial thinking, and global expertise to help merchants grow through aligned digital services for sustained business success. We call this Complete Commerce. We prioritise creating a safe and supportive space where our team members can foster value-based relationships with our clients and partners. This environment forms the foundation of our collaborative efforts, propelling us to think bigger and challenge the status quo. Position Overview In this role, you'll drive eCommerce success by aligning innovative strategies with client objectives. You'll assist your portfolio of clients in refining digital strategies, providing actionable insights during quarterly reviews, and identifying growth opportunities. By staying ahead of industry trends and delivering fresh ideas, you'll help clients achieve their goals, fostering long-term partnerships and improving ROI. Success is defined by acting as a trusted advisor, delivering tailored solutions that lead to measurable improvements in client performance and satisfaction. Strong project management skills are key to ensuring the seamless execution of client strategies. You will oversee project planning, task allocation, and timely delivery, using tools like Wrike and Slack to track progress. Effective time management is crucial as you monitor and forecast retainer hours. By maintaining clear communication with both clients and internal teams, you’ll foster collaboration, keep stakeholders informed, and ensure projects are delivered on time and within scope. Job Requirements Skills, qualifications and competencies required to be great at this role Strong background in ecommerce, digital marketing and project management Exceptional written and verbal communication skills Ability to work autonomously and as part of a team Exposure to Google Suite Understanding of Google Analytics Understanding at a base level of design programs and development languages Understanding at an experienced level of e-commerce platforms - i.e. Shopify, Magento, Shopify Plus, BigCommerce, Wordpress or other prominent global platforms Understanding at an experienced level of email marketing tools Understanding at an intermediate level and constant growing level of best practice digital tools, including social media, plugins and applications that contribute to the ecommerce ecosystem Ability to manage multiple tasks, and adhere to time pressures and deadlines Attention to detail, both for work output to clients, but also during internal review process prior to work being released to clients Tertiary qualification in Marketing, Communications or similar Minimum of 2 years in eCommerce and digital Job Responsibilities How you contribute to the big picture Client Strategy Development Assist clients within your portfolio with their strategy, both on a tactical and strategic level. Proactively brainstorm and implement strategies that align with clients’ eCommerce goals and which drive your client’s business forward. Proactively looks at trends in the industry and consistently brings them into clients’ awareness to support client growth. Regularly conduct quarterly strategic reviews with actionable insights; understanding clients' business objectives and align your recommendations accordingly. What success looks like : Client strategies are proactive and future-oriented, leading to measurable performance improvements. Clients consistently view you as a strategic partner, resulting in long-term retention. Clear alignment between client goals and delivered strategies leads to increased satisfaction and ROI for the client. Managing Retainer Clients Expertly run client retainers, ensuring smooth collaboration across internal and external stakeholders Oversee the effective use of retainer hours, maintaining transparency and ensuring alignment with client goals. What success looks like : Retainers are managed efficiently, and allocated hours are fully utilised, driving successful outcomes. Transparent time management builds client trust and leads to high satisfaction. Client objectives are consistently met within the retainer constraints, leading to measurable business growth. Project Management & Execution Project managing and orchestrating key activities to execute clients' commerce strategies. Set up projects, allocate tasks, and establish timelines, ensuring that all team members adhere to the agreed schedule. Track and monitor tasks using Wrike, Slack, and Confluence. Effectively communicate with internal teams to align roles and timelines. Track, monitor, and report on client projects, adhering to service-level agreements (SLAs) and ensuring documentation is accurate. What success looks like : Projects are delivered on time and within scope, with efficient task orchestration and minimal bottlenecks. Teams are aligned and informed, ensuring smooth execution with no missed deadlines. Clients see consistent progress on their eCommerce projects with no unexpected delays or confusion in timelines. Internal teams have well-organised and detailed briefs, ensuring a smooth workflow and adherence to SLAs. Client Communication & Escalation Management Keep regular, positive, transparent, and professional communication with your clients. Establish strong relationships with multiple stakeholders within the client’s organisation. Manage escalations efficiently, involve senior leadership (CSL, BD, GM, CEO) when necessary. What success looks like : Clients feel supported through consistent, clear communication and fast response times. Escalations are resolved promptly, with positive feedback on the resolution process. Relationships with client stakeholders are strengthened, leading to higher client retention and satisfaction. Stakeholder Management Maintain positive, transparent, and professional communication with clients and key stakeholders. Establish strong relationships with multiple client stakeholders, understanding their roles and business objectives. Respond to client communications within the same business day. Communicate complex project or strategy updates clearly, using professional and grammatically correct messages. Ensure client communications are respectful and timely, with any potential issues raised promptly. What success looks like : Clients feel supported and valued, resulting in strong retention rates and positive feedback. All stakeholders are well-informed and aligned, reducing potential misunderstandings and project friction. Clients consistently receive timely updates and communications, leading to increased trust and collaboration. Time Tracking and Accuracy Ensure daily and accurate time tracking for all project-related tasks, following business protocols and systems. Maintain transparency in time reporting to reflect the actual hours spent on each task or phase of the project. What Success Looks Like : 100% compliance with daily time-tracking protocols across the team. Accurate, real-time insights into resource utilisation and project costs. Job Benefits What we support you with Performance Development Bi-annual performance reviews that focus on setting new career goals, providing feedback on performance and identifying areas for growth or additional support. Regular manager check-ins to discuss progress and adjust goals as necessary. Annual salary reviews based on performance. Training & Professional Development Annual training budget to utilise for professional development courses, seminars or conferences. Ability to continue your learning and development through globally recognised courses. #J-18808-Ljbffr