Sr. Customer Success Manager, Enterprise

Company Overview

At eBay, we are more than a global ecommerce leader—we are changing the way the world shops and sells. Our platform gives power to millions of buyers and sellers in more than 190 markets around the world. We are committed to pushing limits and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our guide, honesty is valued, bold ideas are welcome, and everyone can bring their unique self to work every day. We are in this together, supporting the future of our customers, our company, and our planet. Join a team of passionate thinkers, innovators, and dreamers—and help us connect people and build communities to create economic chances for all.

Who we are

Our customer success managers reach their goals by using the company’s tools and services. The Seller Growth and Success team focuses on keeping customers and growing them by showing the value of TCGplayer and the business chances it offers.

In this role, Senior Customer Success Manager, Enterprise, you will start and grow direct relationships with the owners and staff of Enterprise accounts and give ongoing advice and coaching to find growth chances for their business. Additionally, you will work to strategically develop relationships with high-value customers through established and new ways. Provide personal mentorship based on seller customer needs using industry skill and TCGplayer tools. You will find and develop possible chances from new and current customers.

The position of Manager for Enterprise Customer Success is based in the Seller Growth and Success (SGS) department, a key part of our Seller Experience group. SGS is devoted to TCGplayer sellers and is made up of three teams: Sales, Customer Success, and Revenue Operations. The Customer Success team gives sellers one-on-one consulting engagement to help and promote their growth and ultimately build long-term seller success on TCGplayer. At its core, SGS makes sure that TCGplayer sellers are the main focus in all our strategic choices and that we put our plans in place with our sellers as our top priority.

What You Will Accomplish

• Act as the main contact for assigned sellers throughout managed account programs.
• Increase the level of engagement and the sales volume from assigned sellers by building and creating and driving personal, actionable plans.
• Recruit assigned sellers into managed account programs and proactively contact sellers to offer guidance and coaching on how best to use TCGplayer’s seller tools and services after looking at the key features of a seller’s current business.
• Research and find possible partners that match TCGplayer’s goals and values.
• Develop and put in place strategic plans for partnership growth and expansion.
• Find and develop areas of chance by gathering seller feedback and technical problems to give reports on trends and areas of chance with our Product, Development, and Leadership teams.
• Keep expert-level knowledge of the industry and core TCGplayer tools and services and understanding of the right ways to use them.
• Use business development skills and an understanding of a retailer’s business to help them drive sales.

What You Will Bring

• Four to seven years of experience coaching and growing small businesses, developing small and medium-sized businesses through customer success ideas.
• A high degree of emotional intelligence.
• Effective presentation skills.
• A high degree of honesty.
• Excellent time management skills.
• A self-starter way of thinking with strong organizational, planning, and problem-solving skills.
• Experience using Hubspot as a customer retention platform is preferred.

Salary

The base pay range for this job is expected to be between $70,000 and $120,700. Base pay offered may change based on many individual factors, including location, skills, and experience. The total pay package for this job may also include other parts, like a target bonus and restricted stock units (if they apply) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of taking part in these benefit plans will be given if an employee gets a job offer.

If hired, employees will be in an “at-will position” and the Company keeps the right to change base salary (as well as any other choice payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

How to Apply

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Category

Customer Service