What are the responsibilities and job description for the Customer Success Associate position at City Hive?
We are one of the fastest growing SaaS companies in the United States. We unite the Three-Tier system in a whole new way by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform.
Job Overview:
City Hive is looking for a dedicated and proactive Customer Success Associate to join our professional team. As a Customer Success Associate at City Hive, you will play a crucial role in ensuring the success of our customers by providing exceptional support, building relationships and driving adoption of our products/services to grow company revenue. If you are a customer-focused individual with strong communication skills and a passion for helping customers achieve their goals, we encourage you to apply.
Responsibilities:
- Serve as the primary point of contact for assigned customers, understanding customer needs and challenges to proactively identify opportunities for business growth.
- Proactively engage with customers through regular check-ins, emails, and calls to ensure satisfaction and identify upselling opportunities.
- Monitor customer health indicators and analyze usage patterns to identify potential risks and recommend strategies for revenue optimization.
- Address customer inquiries, issues, and requests in a timely and effective manner.
- Collaborate with cross-functional teams, including sales, product, and support to deliver comprehensive customer solutions.
- Assist customers in troubleshooting and resolving technical issues, working closely with the technical support team.
- Share best practices, tips, and recommendations, positioning yourself as a strategic advisor invested in their success.
- Collect and relay customer feedback and insights to internal teams for continuous improvement.
- Maintain accurate and up-to-date customer records and interactions in the CRM system, ensuring that every interaction is an opportunity to gather data that contributes to revenue-focused strategies.
Qualifications:
- Bachelor’s degree in a relevant field or equivalent work experience.
- 1-2 years of experience in a role in E-Commerce as a Customer Success,
- Account Management, or Customer Support role.
- Strong interpersonal and communication skills, both written and verbal.
- Customer-centric mindset with a genuine desire to help and assist customers.
- Problem-solving abilities and the ability to think critically and creatively.
- Detail-oriented and organized, with the ability to manage multiple tasks.
- Proficiency in using CRM software and customer support tools.
- Ability to adapt to changing environments and handle challenges effectively.
- Experience in the Beverage Alcohol industry is a plus.
Key Performance Indicators (KPIs) for Success:
- Revenue Growth
- Upsell Performance
- Customer Touch Points
- Customer Satisfaction (CSAT) Score
- Customer Retention Rate
- Effective Communication and Issue Resolution
- Feedback Collection and Sharing with Internal Teams
- Personal Development and Skill Enhancement
If you are passionate about helping customers succeed and enjoy working in a dynamic and collaborative environment, we invite you to apply for this rewarding opportunity. Join us in making a positive impact on our customers’ experiences and outcomes.
To apply, please submit your resume and a cover letter detailing your relevant experience and how you meet the qualifications outlined above.
Who are we
City Hive is a dynamic and rapidly growing SaaS company revolutionizing the business landscape by simplifying commerce. The company has grown to serve thousands of customers across the country and has recently expanded both vertically within our primary industry and now made inroads horizontally into other industries.
We believe in an impact management approach where teams and individuals are given the opportunity to make big impact contributions across the breadth and depth of the company product and business. We are serious about transforming retail, distributions and production value chain by making advanced technology accessible to businesses of any size. We embrace a culture of innovation, passion and a no fear mentality when it comes to tech and business. We believe in an open environment and the ability of individuals to make an impact.
- Seniority Level
Associate - Employment Type
Full-time - Department
Operations - Location
NYC - Week
Mon-Fri - Salary
$65K - $75K
Salary : $65,000 - $75,000
