.. COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support! What You Will Do Provide .. outros
Swogo operates in the thriving and fast-paced world of e-commerce - helping the world’s most successful retailers in 30+ countries to increase their online profit and sales using our automated cross-sell bundle technology.
Our award winning technology drives millions for retail leaders in each industry like Decathlon, Sephora, Media Markt, El Corte Inglés, Argos, Office Depot, Staples and PetCo.
It’s a really exciting time at Swogo. Last month, we served over 1 billion bundles to our customers and we’re growing fast - 160% in 2019 versus 2020.
We’re proud to have 100% customer renewal over the past 12 months and have enjoyed 86% year on year growth with our customers. These successes have earned us recognition in the press - including being nominated as Retail Week’s Top 25 Most Innovative Retail Companies.
And to keep up with demand, we’re expanding our Customer Success team - we have huge ambitions and going above and beyond is the standard at Swogo.
You will need to be hungry to learn, comfortable delivering against ambitious targets and champion your customer.
RESPONSIBILITIES
- Take total ownership of your customers.
- Work alongside our industry category experts to help our customer base.
- Build and implement strategies to drive account growth. You will be given retention and upsell targets to deliver against.
- Cultivate and develop relationships across your accounts. Connect with key stakeholders to ensure Swogo is viewed strategically.
- Profoundly understand your customers’ objectives, challenges, and expectations. Collaborate both internally and externally to create delivery plans for short and long term growth.
- Analyse performance data and deliver insight to customers.
- Work alongside the rest of the customer success to build processes and steer projects.
REQUIREMENTS / ABOUT YOU
- You have a proven track record of retaining and growing a book of business.
- You’re a clear and confident communicator.
- You are well respected, a trusted partner and somebody our customers will want to collaborate with.
- You have 2+ years experience in Customer Success.
- You have excellent organisational, problem solving, time management and influencing skills.
- You are technically savvy and are happy communicating software updates and product evolutions to your customer base.
- You genuinely care about your customers. You have profound customer empathy and an ability to understand customer needs.
- You’re a team player.
- You understand that we’re a startup and that we move very fast. While that feels exciting most of the time, it can sometimes get pretty chaotic.
- You’re willing to travel (post COVID).
NICE TO HAVE
- You’re up to speed with ecommerce trends and take an interest in the SaaS arena.
- Experience working in a high-growth startup.
- A strong academic record.
- Ability to speak Spanish or French is a bonus.
BENEFITS :
- Generous compensation.
- Competitive OTE.
- Flexible time off.
- Opportunity to travel (all expenses paid).
- Work closely with our Leadership team and play a part in defining our Customer Success strategy.
- You’d be joining at a great time. We are growing quick and want you to be a part of it.