Client Success Rep
Works closely with clients to build long term customer loyalty by responding to technical software questions, client concerns and software enhancement suggestions. This role is responsible for promoting customer success by addressing the technical needs of our clients as they relate to our software platform, the role of digital marketing and eCommerce in their businesses. Our clients are generally specialty retailers (mostly in the bicycle industry) but also include brands, suppliers and other industry partners. This position is either an in-office position in Boulder, CO or remote in one of these states (FL, KS, CA, ID, MN, IL, NE, VA, NM, OR, HI, CO) or a blend of both. We call this role Client Success Rep because you will be key in the customer’s success and business success!
What you will do:
Customers will love working with you!
You will be busy working with customers to answer questions or address issues, mainly by phone or email. This may include: educating customers on our software and related applications, troubleshooting technical issues, suggesting improvements and selling upgrades
Promote customer loyalty to maximize retention.
This may be done through identifying potential red flags that may lead to customer cancellation or participating in outreach campaigns to encourage clients to adopt new software enhancements and marketing best practices.
You’re a master documenter.
This role includes documenting all interactions in the CRM.
You’re a team player and collaborator.
This role works with other team members to escalate issues to and to gain knowledge of applications that integrate with our tools such as Google Shopping, Google Analytics.
We also grow as a team.
This looks like joining in on department meetings to keep up to date with current projects, initiatives and customer health; company meetings to stay up to date with the direction of our company & industry; and development meetings to learn about new enhancements to our software. Travel to the Boulder area required at least annually for team meetings.
What you have done:
Go here to apply and learn more about us: https://www.smartetailing.com/careers
You have at least 2 years of customer service (in Specialty retail a plus)
You must love working with clients! You are someone that can quickly build trust with people, you are a good listener, you empathize well and have patience.
You are comfortable with sales. You have the confidence to ‘close the sale’ and prompt clients to act.
You have a basic understanding of Google Apps, Google Merchant Center, Google Shopping, and common Point of Sale Applications.