Key skills
Customer SuccessAccount ManagementeCommerceDirect-to-Consumer (DTC)Renewal ManagementCustomer RetentionCustomer ExpansionData AnalysisStrategic ConsultingData & BI SystemsQuicksightTableauCRM ToolsJiraSalesforceTrelloZendeskeCommerce PlatformsShopifyMagentoBigcommerceWooCommerceMarketing ToolsAttentiveKlaviyoPost ScriptAIBIBigCommerceCRMCommunication
About this role
Rep AI is the first AI-powered Concierge for eCommerce, aiming to revolutionize the shopping experience. The Customer Success Manager will educate and train customers, troubleshoot issues, and ensure customer retention while working collaboratively with various teams.
Responsibilities:
- Manage client accounts on all levels
- Work closely with clients to understand their business challenges and recommend and execute creative strategies to increase value with Rep
- Provide training and education on the Rep platform and new features
- Ability to communicate technical concepts to technical and non-technical audiences
- Work closely with clients to understand their challenges
- Recommend and execute creative tactics and strategies to increase value with Rep
- Be responsible for Rep's product adoption and advocacy
- Serve as Rep's clients' advocate within the Rep Team
- Work in an amazing team!
Requirements:
- Excitement to join a fast-growing Series A company with category defining solutions in the eCommerce category
- Native English speaker
- Located in EST states
- Willingness to accommodate EU timezone during training
- 3+ Years of Customer Success or Account Management experience required, with experience in eCommerce and DTC preferred
- Commercially fluent, with a strong understanding of renewal, retention and expansion levers
- Strong analytical skills with the ability to draw insights from raw data, and connect them back to the value of the product
- Proven strategic advisor, adept at presenting concepts and vision to senior teams to influence their strategic thinking
- Love for communication with clients, both in writing and face-to-face
- Ability to communicate complex technical concepts to both technical and non-technical audiences
- Exceptional strategic consulting skills with a keen technical curiosity
- A self-starter, who can prioritize multiple tasks at a time
- Experience working with Data & BI systems (e.g., Quicksight, Tableau)
- Experience working with CRM and Customer Service tools (e.g., Jira, Salesforce, Trello, Zendesk etc.)
- Experience working with any eCommerce platform (e.g., Shopify, Magento, Bigcommerce, WooCommerce) or tool (e.g., Attentive, Klaviyo, Post Script)
- Being referred by a current Rep team member is a plus!