Customer Success Specialist

Job Description:

Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of our customers!
Customer Success Specialist at ShopGo is responsible for the whole client journey from being an internet surfer looking for starting an online store to selling on her store on ShopGo’s platform. The Customer Success Manager is always looking for modern e-commerce trends and behaviors that might be of value for ShopGo to implement and follow based on data-driven decisions.

 

Responsibilities

- Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
- Develop, prepare, and nurture customers for advocacy.
- Work to identify and/or develop upsell opportunities and close them.
- Advocate customer needs/issues cross-departmentally.
- Manage account escalations through priority emails.
- Set personal goals and objectives
- Regularly report to the Head of Customer Success on a weekly, monthly and quarterly basis
- 3+ years of relevant experience.
- Experience with Zoho or other CRM platforms.
- Prior experience in closing sales deals at the executive level a plus.
- You’re driven: No one needs to push you to excel; it’s just who you are.
- Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
- You want to help and serve our customers: They win, so you win.

Required Experience/Skills:

- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Proven ability to drive continuous value of our product(s).
- Familiarity working with clients of all sizes.
- Familiarity with eCommerce platforms is a plus (Magento is a plus)
- Impeccable written and verbal communication skills.
- Detail oriented and analytical.
- Strong team player but still a self-starter.
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.