About Locally

Locally is an omnichannel retail technology platform dedicated to better connecting the dots between online and offline. We guide online shoppers to find and buy products in-stock at nearby stores; we empower premium brands to serve their customers and retail partners in novel ways; and we enable retailers to turn online shoppers into loyal in-store customers. 

Our platform includes industry-leading tools for brand and retailer ecommerce sites, a store pickup/same-day delivery transaction suite, and a data platform that powers a growing ecosystem of marketing and third party platform partnerships. We work with our brand, retailer, and partners across North America, Europe and Japan in a variety and growing list of industries. 

About the Role

The Client Success Manager possesses deep knowledge of the Locally platform and works directly with clients to launch and provide ongoing support that drives adoption and optimization of their usage of our platform. This position acts as the go-to contact for day-to-day communication with a portfolio of assigned clients.

Adoption Management

• You’ll lead the launch process for new clients: managing communication via Zoom, Slack and email, obtaining the necessary materials and scope, and working with the client to build and integrate our tools 
• You’ll serve as an ongoing technical point of contact for troubleshooting and optimizing our on-site integrations
• You’ll monitor your clients’ ongoing utilization of our platform and partner with them to ensure adoption of all relevant features 

Relationship Management 

• As the primary contact for ongoing support and success needs from the client, you are highly responsive, able to interpret and understand issues, and are professional and positive in your interactions
• You’ll ensure that clients are trained to use our platform effectively
• You’ll work with Locally’s business development personnel to lend your skills and expertise to support their sales and retention efforts 

Content Management

• You’ll manage client content (lists of stores, lists of products) and follow processes to maintain it regularly both directly and by coordinating with relevant Locally staff 
• You’ll ensure the underlying client content and our integrations are optimized to create an industry-leading experience

Requirements 

Skills 

• You're a systems-thinker and possess intuitive problem solving capabilities 
• You’re a great listener and communicate clearly
• You possess a high level of accuracy and attention to detail
• You work proficiently in excel 
• Have, or be willing to learn, basic technical understanding of html, javascript, css, FTP, and API

Background

• Proven track record of working in a role that marries customer-facing skills with detail-oriented project and content management 
• Ideally at least 3 years experience in a similar role with validated results
• A background in retail, retail tech, or ecommerce is a plus
• Passion for technology, retail, and for being part of a fast-growing company

Applying

Locally believes that local shops help form the backbone of our local culture, that improving the visibility and ease of local shopping options can reduce our environmental footprint, and that combining the best of online and offline into one shopping experience is something virtually all shoppers are clamoring for. We’re committed to building an inclusive team that possesses a wide range of background and experience. If your experience, interests and values are close to what we’ve described, we encourage you to apply. 

Please submit your resume and a brief cover letter explaining your interest in the position and relevant skills and experience. 

Benefits

Locally offers health and dental coverage, PTO, and retirement savings options. We are mainly a remote team, with pre-COVID office presences in NYC and New Orleans, LA. However, Locally will be working from home for the remainder of 2020 at a minimum.